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Welcome to Compliments & Complaints

At Moreton Bay Region Industry and Tourism (MBRIT), we value feedback as a vital part of our commitment to continuous improvement and excellence. Our Compliments and Complaints policy is designed to ensure that all concerns are addressed thoroughly, fairly, and transparently, resulting in satisfactory outcomes for all parties involved.

Objective of the Policy
MBRIT is dedicated to handling complaints effectively to enhance our services and maintain clear communication with our stakeholders, including third-party program funders like local government.

Definition of a Complaint
A complaint is any expression of concern, dissatisfaction, or frustration regarding the quality or delivery of a service, policy, or procedure provided by MBRIT.

Policy Objectives
• Ensure that staff and stakeholders are aware of the processes for lodging and handling complaints.
• Guarantee that complaints are investigated impartially with a balanced consideration of all information or evidence.
• Ensure that complaints related to third-party funded programs are appropriately communicated to the relevant funders.

Scope
This policy applies to all complaints received about MBRIT, its service providers, or programs.

Procedure:

1. Making a Complaint:

• Complaints can be made via email to feedback@mbrit.com.au, via post to MBRIT, 433 Elizabeth Avenue, Kippa Ring, 4021, Queensland, Australia, or via phone.

2. Acknowledgment:

• Complainants will receive an acknowledgment within five working days, outlining the process and expected timelines.

3. Investigation:

• An impartial investigator will be assigned to review and investigate the complaint.

• The complainant may be contacted for additional information or clarification.

• Progress updates will be provided to the complainant.

4. Resolution:

• A full response will be provided in writing, detailing the outcome of the investigation and any actions taken to address the complaint.

• If the complainant is not satisfied with the resolution, they can request a review by a senior officer.

• Further escalation to an external body is available if necessary.

5. Confidentiality:

• All complaints will be handled confidentially, with information shared only with those directly involved in the investigation and resolution.

Contact Information:

• Email: feedback@mbrit.com.au

• Address: MBRIT, 433 Elizabeth Avenue, Kippa Ring, 4021, Queensland, Australia

• Phone: 0734531400

Review:

This policy and procedure will be reviewed annually to ensure effectiveness and compliance with relevant regulations.