How To Provide Feedback or Make a Complaint
Your feedback is important to us.
Kairos values feedback from our volunteers, staff, and others we encounter.
We encourage you to let us know how you feel about what we do and how we do it. Your feedback helps us learn and guides what we can do to improve.
How can I provide feedback?
You can provide feedback to a member of your Regional Committee. The leaders of your weekend, course and continuing ministry are automatically members of your Regional Committee. They will acknowledge your feedback and inform you of any actions taken in response. You can provide feedback by clicking here and going to our Feedback page.
What if I have a Complaint?
Kairos Prison Ministry Australia appreciates your feedback and has a clear process in place to sort out any complaints. Here is what you should do:
1. Let us know
Feel free to send us your concern in writing. You can do that through our website form by clicking here, an email, or even a letter. It really helps us understand things clearly and avoid any misunderstandings.
2. We will respond
We will promptly acknowledge receipt of your concern and will contact you to confirm we have understood your feedback correctly.
3. We will keep you informed
If necessary, we will keep you fully informed at every stage of the process, prom
If you are unhappy how you have been treated, the support you have been given, or interactions with other volunteers, staff, and other people you encounter.
If you had an experience that is causing you to feel unhappy, unsafe or distressed.
Your complaint needs to be in writing (online webform, email, letter). This will reduce the chance of misunderstandings and lets you explain exactly what your complaint is.
You can:
- Complete the Complaints Form here.
- Speak to a Leader or a Regional Committee member and confirm your complaint in writing
- Email the Chief Operating Officer (if your complaint involves local personnel).
The Chief Operating Officer will determine the most appropriate person to address your complaint. In certain cases, they may decide that it is best investigated by an external authority.
The Kairos lead who is assigned to look after your complaint will:
- Contact you
- Listen to you about your concerns and experiences
- Explain the process for handling a Kairos complaint
- We will handle the information you provide in accordance with our Privacy Policy. Unless you instruct us otherwise or we are legally required to disclose it – we will let you know before sharing your information with anyone else.
- Do their best to ensure that you are not treated differently, because you made a complaint
If you have any questions, speak to your assigned Kairos lead who is handling your complaint. Do not hesitate to seek clarification if you are uncertain about any aspect of the process or do not fully understand the actions being taken.
If you are not happy with how the complaint is being handled, you may request a review. Please discuss your request with your assigned Kairos lead in the first instance. Alternatively, you may submit a review request directly to the Chief Operating Officer.
In most cases, a senior Kairos member who has not been involved in the handling of your complaint will conduct the review. In some cases, an external authority may conduct the review.
You can read the full Kairos Prison Ministry Australia Complaint Handling Policy on our website here.
Online – You can complete the complaints form on this page here. This is the preferred method for written complaints.
Post – You can send your written complaint to Kairos Prison Ministry Australia, PO Box 388, Seven Hills NSW, 1730 – please include as much detail as possible including date, location, names of people involved and a way to contact you if you would like us to keep you updated.
Email – You can email the Kairos Support Office at [email protected]