Feedback
The Bobby Goldsmith Foundation (BGF) is committed to providing the best service possible to our clients, supporters and members. We want you to comment on our service beca complaints and feedback are a good opportunity for us to improve how we meet your needs.
How to provide feedback
Please send us your feedback about our services, donations programs and events by telephone, fax, email, online form, or letter.
Bobby Goldsmith Foundation Inc.,
PO Box 97,
Darlinghurst NSW 1300
Australia
Email: bgf@bgf.org.au
Ph: +61 (0)2 9283 8666 or toll free 1800 651 011
Fax: +61 (0)2 9283 8288 or toll free 1800 651 012
Your complaint
- You have the right to fair and proper service. Your complaint can help ensure that you receive fair and proper service from BGF.
- You will not be denied fair and proper service because you make a complaint. Complaints only affect our service in a positive way.
- Your complaint may be about:
- The way you are treated by BGF staff or volunteers
- A service provided to you
- BGF's policies or operations.
- You do not have to make the complaint yourself. You can ask someone else (known as an advocate) to do this for you.
- Your complaint will be treated confidentially and fairly.
- BGF will ask your permission before any information about you or your complaint is given to anyone outside BGF whose involvement may be desirable to satisfactorily resolve your complaint.
How to make a complaint
If you are a Client of BGF, Friend of BGF, Donor, Volunteer, Member, or have other dealings with BGF, you can make a complaint by following the steps below:
- You can make your complaint by telephone, fax, email or letter:
Bobby Goldsmith Foundation, PO Box 97, Darlinghurst NSW 1300
Email: bgf@bgf.org.au
Tel: +61 (0)2 9283 8666 or toll free 1800 651 011
Fax: +61 (0)2 9283 8288 or toll free 1800 651 012
- If you want your complaint to be confidential, please make your complaint by letter and mark the envelope 'confidential'.
- If you want to be contacted by telephone, please state this clearly in your complaint.
- For all complaints, telephone or written, BGF will confirm in writing any action to be taken. You need to provide a fax number or email address or postal address.
The complaints process
- Contact the employee directly involved or responsible for the BGF service that your complaint relates to.
See our complete email listing for direct contact with the appropriate staff member. The employee involved will deal with your complaint and together you will agree on any action to be taken.
- (If you cannot resolve your complaint through Step 1)
Contact the manager who supervises the employee involved or is responsible for the BGF service that your complaint relates to. The manager will deal with your complaint and why it was not resolved by the employee and together you will agree on any action to be taken.
- (If you cannot resolve your complaint through Step 2)
Contact the Chief Executive Officer. The Chief Executive Officer will deal with your complaint and why it was not resolved by the manager and together you will agree on any action to be taken.
- (If you cannot resolve your complaint through Step 3)
Contact the BGF Board in writing at BGF, PO Box 97, Darlinghurst NSW 1300. The Board will only consider complaints that have not been resolved through the above process.
- Your complaint must show that the steps above have been followed.
- If the steps above have not been followed, the Board will refer the complaint to the Chief Executive Officer, who will direct the complaint to the appropriate manager or staff member.
- Otherwise, the Board will direct the Chief Executive Officer to communicate to you the Board's response to your complaint and any action to be taken.
The Board will contact you directly only if your complaint is about the Chief Executive Officer and only then if the Board agrees it is not appropriate for the Chief Executive Officer to contact you.
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(If you cannot resolve your complaint through Step 4)
You may make a complaint to an external agency.
For a complaint concerning BGF's activities as a Public Company Limited By Guarantee, contact:
Australian Securities & Investments Commission
Level 5 100 Market Street Sydney NSW 2000
Form:
online form
Web:
http://www.asic.gov.au/asic/asic.nsf
Tel: 02 9911 2000 Fax: 02 9911 2414
For a complaint concerning BGF's activities as an NSW Charity, contact:
NSW Department of Gaming and Racing
GPO Box 7060, SYDNEY NSW 2001
Email:
olgr@communities.nsw.gov.au
Web:
www.olgr.nsw.gov.au
Tel: 02 9995 0300 Fax: 02 9995 0669
For a complaint concerning BGF’s client services, contact:
NSW Department of Health
Locked Mail Bag 961
NORTH SYDNEY NSW 2059
Tel: 02 9391 9000
BGF can advise you whether your complaint is a Fair Trading or NSW Charities matter.
What will happen when you make a complaint?
- BGF will acknowledge your complaint within three working days by telephone, fax, email or letter, if you provide the appropriate contact details.
- BGF will respond to your complaint promptly and, for all complaints, telephone or written, BGF will confirm in writing any action to be taken. You need to provide a fax number, email or postal address.
- BGF will record your complaint and regularly review all complaints to ensure our service has improved.
