Complaints Policy

Introduction

The Pacific-Australia Youth Association Inc. (PAYA) is committed to providing a positive and safe experience for all guests at our events. We value feedback and are dedicated to addressing concerns and complaints in a fair and transparent manner. This policy outlines the procedure for guests to register complaints during or after our events.

Scope

This policy applies to all guests attending PAYA events, including participants, volunteers, staff, and partners. It covers all types of complaints related to the event experience.

Definitions

Complaint

A formal expression of dissatisfaction or concern raised by a guest regarding any aspect of their event experience.

Complaint Submissions

Informal Resolution: Guests are encouraged to resolve their concerns informally by directly addressing venue staff, PAYA volunteers, or designated event organisers.

Formal Complaint: If an issue cannot be resolved informally, guests may submit a formal complaint in writing via email to events@paya.org.au.

Complaint Handling

Designated Contact: PAYA will designate a contact person responsible for handling event complaints. This individual will be responsible for acknowledging receipt of the complaint within a reasonable time frame.

Confidentiality: PAYA will treat all complaints with confidentiality, sharing information only with those directly involved in the resolution process.

Investigation: PAYA will conduct a thorough and impartial investigation into the complaint. The investigation will be managed by a designated person or committee with the appropriate authority.

Resolution: PAYA will work to resolve the complaint promptly, considering cultural sensitivities and any applicable regulations. The resolution may involve corrective action, compensation, or changes in event procedures, as deemed appropriate.

Appeal

If the guest is dissatisfied with the resolution, they have the right to appeal. PAYA will have a process in place to manage appeals, which may involve an independent review or arbitration.

Feedback and Improvement

PAYA values feedback from guests, including complaints. Feedback will be used to improve future events and enhance the guest experience.

Non-Retaliation

PAYA is committed to protecting guests who file complaints from any form of retaliation. Guests can report any acts of retaliation to the designated contact, and appropriate action will be taken.

Review

This policy will be reviewed regularly to ensure its relevance and effectiveness in addressing guest complaints and improving our events.