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SDA Victoria Complaints Policy

Purpose

This policy is about complaints made to the SDA by members and non-members and aims to ensure complaints are managed respectfully and consistently.

Operation of this policy and related procedures are directly relevant to the Secretary/Treasurer, Assistant Secretary, union employees, and workplace delegates.

Matters which constitute workplace bullying or harassment are covered by a separate policy.

Policy

The SDA is dedicated to advocating for its members and protecting their rights and interests in a variety of forums, from workplaces to the broader community.

The SDA is committed to delivering quality and consistent services and performance to members but accepts that some members may be dissatisfied with the services and performance they receive. The SDA believes those members have a right to make a complaint.

The SDA recognises its advocacy for its membership, operations and related activities may conflict with views and opinions of individual members and non-members, and they may complain to the SDA.

The Secretary/Treasurer is responsible for this policy and the SDA’s complaint management.

Confidentiality

The Union respects the privacy of its members and applicants for membership. The Union will manage their personal information appropriately and in accordance with the Union’s privacy policy.

Member Complaints

The SDA welcomes member complaints and feedback to assist in improving individual and organisational service and performance.

The SDA encourages members with complaints about its service and performance to raise their complaint with the SDA at their first available opportunity.

To protect and respect individual privacy, a complaint can be made on behalf of a member by a nominee only when the complaining member has provided written consent for the SDA to discuss their membership matters with the nominee.

Respectful Treatment of SDA Officers and Staff

The SDA believes everyone, including union employees and officers, have the right to a safe work environment free of rude, disrespectful, abusive, and threatening behaviours. The SDA takes a strong stance against such behaviours from customers towards retail, warehousing and fast food workers. Similarly, the SDA will not tolerate those behaviours being directed at SDA employees by members or non-members.

The SDA understands the circumstances leading to complaints may be frustrating or upsetting. However, the SDA supports its employees to take reasonable action to disengage with individuals who are rude, disrespectful, abusive, and/or threatening.

Reasonable action may include legal recourse where appropriate, such as reporting to police or taking legal action.

Complaint Management

The Secretary/Treasurer, Assistant Secretary or delegate will oversee complaints if a breach or potential breach of law by the SDA – or an SDA employee or officer – becomes apparent. The delegate may include an external person or organisation such as a lawyer or firm.

In resolving complaints, the SDA will:

  • Seek to manage complaints fairly and consistently.
  • Use transparent investigation and decision-making processes, including sharing information where possible and without breaching confidentiality or industrial protections.
  • Advise parties of timeframes and the scope of outcomes to help maintain reasonable expectations.
  • Address a complaint within a reasonable timeframe, without undermining opportunity for proper investigation and consideration of relevant issues.
  • Treat those making a complaint or involved in a complaint investigation respectfully.

State Council may establish delegations under this policy to assist with the SDA’s complaint management.