QAGTC Complaints Management Procedure

Queensland Association for Gifted and Talented Children Inc. (QAGTC)
Complaints Management Procedure
Version 1.0 | August 2026

1. Purpose

QAGTC is committed to providing a safe, respectful, inclusive and child-focused environment. This procedure establishes a fair, transparent and timely process for receiving, managing and resolving complaints, concerns and feedback relating to QAGTC activities, events, volunteers, committee members, presenters and participants.

This procedure supports the Queensland Child Safe Standards, particularly Standard 6 (Child-Focused Complaints Processes), which requires organisations to have processes that are accessible, responsive and centred on the safety and wellbeing of children and young people. [qfcc.qld.gov.au], [families.qld.gov.au]

2. Scope

This procedure applies to complaints relating to:

• Child safety concerns
• Conduct of committee members
• Conduct of branch representatives
• Conduct of volunteers or presenters
• Behaviour of parents, carers or participants
• Conference and event operations
• Breaches of QAGTC policies
• Discrimination, harassment or bullying
• Online interactions associated with QAGTC activities
• Service delivery concerns

This procedure applies to all QAGTC committee members, branch representatives, volunteers, members, attendees, parents, carers and participants.

3. Guiding Principles

QAGTC will ensure complaints are managed in a manner that is:

Child-focused

The safety, wellbeing and best interests of children and young people remain the primary consideration. [qfcc.qld.gov.au], [families.qld.gov.au]

Accessible

Children, parents, carers, members and attendees can easily raise concerns without fear of disadvantage or retaliation. [families.qld.gov.au], [qfcc.qld.gov.au]

Respectful

All parties will be treated fairly and respectfully throughout the process.

Timely

Complaints will be addressed as promptly as possible.

Confidential

Information will only be shared with those who need to know in order to manage the complaint appropriately.

Procedurally Fair

Individuals who are the subject of a complaint will be informed of the allegations and provided an opportunity to respond, except where this may compromise child safety or legal processes.

4. What is a Complaint?

A complaint is an expression of dissatisfaction, concern or allegation about:

• Conduct or behaviour
• Decisions or actions
• Service quality
• Child safety matters
• Event management
• Policy compliance

Complaints may be made verbally or in writing.

5. Child Safety Concerns

Any concern involving:

• Child abuse
• Harm or neglect
• Grooming
• Inappropriate relationships
• Sexual misconduct
• Significant breaches of professional boundaries
• Online exploitation or concerning online conduct

must be treated as a Child Safety Complaint.

The immediate safety of the child or young person takes priority over all other considerations. [qfcc.qld.gov.au], [families.qld.gov.au]

Where a complaint may involve criminal conduct or risk of harm, QAGTC may:

• Contact Queensland Police Service;
• Contact Child Safety Services;
• Notify Blue Card Services;
• Seek external advice;
• Suspend an individual from duties while inquiries are undertaken.

6. Making a Complaint

Complaints may be made:

In Writing

Via:

Email: office [at] qagtc [dot] org [dot] au

or

Attention: QAGTC President
Queensland Association for Gifted and Talented Children Inc.

Verbally

To:

• Committee members
• Branch representatives
• Event organisers
• Designated Child Safety Officer

Verbal complaints should be documented by the receiving officer as soon as practicable.

7. Receiving a Complaint

The person receiving a complaint must:

1. Listen respectfully.
2. Thank the person for raising the concern.
3. Record key details.
4. Assess any immediate safety risks.
5. Escalate child safety concerns immediately.
6. Avoid making promises regarding outcomes.
7. Maintain confidentiality where possible.

8. Complaint Handling Process

Stage 1 – Acknowledgement

QAGTC will normally acknowledge receipt of the complaint within five (5) business days.

The acknowledgement should include:

• Confirmation the complaint has been received.
• The name of the person managing the complaint.
• An outline of the process.
• Expected next steps.

Stage 2 – Assessment

The complaint manager will assess:

• The nature of the complaint.
• Any child safety concerns.
• The level of risk.
• Whether immediate action is required.
• Whether external reporting obligations exist.

Complaints may be categorised as:

Level 1 – Minor Complaint

Examples:

• Event administration concerns
• Communication issues
• Minor breaches of etiquette

Level 2 – Serious Complaint

Examples:

• Bullying
• Harassment
• Significant Code of Conduct breaches
• Repeated inappropriate behaviour

Level 3 – Child Safety or High-Risk Complaint

Examples:

• Allegations involving harm to a child
• Grooming concerns
• Serious misconduct
• Criminal allegations

Stage 3 – Investigation

Depending on the nature of the complaint, QAGTC may:

• Gather relevant information.
• Interview involved parties.
• Review records, emails or communications.
• Obtain witness statements.
• Seek external advice.

All persons involved must cooperate with the investigation process.

Stage 4 – Outcome

Possible outcomes include:

• No further action required.
• Informal resolution.
• Apology or mediation.
• Training or education.
• Formal warning.
• Removal from an activity.
• Revocation of volunteer status.
• Suspension from committee duties.
• Membership cancellation.
• Referral to external agencies.

Decisions will consider:

• Evidence available.
• Child safety obligations.
• Organisational policies.
• Risk to others.

Stage 5 – Communication of Outcome

Where appropriate, QAGTC will advise complainants of:

• Whether the complaint has been substantiated.
• Actions taken.
• Available review options.

Privacy considerations may limit the amount of information that can be provided.

9. Child-Friendly Complaints Process

QAGTC recognises that children and young people may raise concerns differently from adults.

Children may:

• Speak to a trusted volunteer or organiser.
• Complete a feedback form.
• Send an email.
• Ask a parent or trusted adult to assist.

When receiving concerns from children, QAGTC personnel must:

• Listen carefully.
• Believe and take concerns seriously.
• Avoid leading questions.
• Avoid making judgments.
• Reassure the child they have done the right thing.
• Report concerns appropriately. [qfcc.qld.gov.au], [families.qld.gov.au]

10. Protection from Victimisation

No person will be treated unfairly because they:

• Raise a complaint.
• Report a concern.
• Participate in an investigation.
• Provide information in good faith.

Retaliation or victimisation may result in disciplinary action.

11. Record Keeping

QAGTC will maintain a confidential register of:

• Complaints received
• Dates and actions taken
• Investigation outcomes
• Risk management responses
• Child safety reports

Records will be securely stored and accessed only by authorised persons.

12. Review of Complaints

The QAGTC Committee will periodically review complaint trends to identify:

• Emerging risks
• Child safety concerns
• Training needs
• Policy improvements
• Opportunities for continuous improvement

This supports Queensland Child Safe Standard 9 (Continuous Improvement). [qfcc.qld.gov.au], [families.qld.gov.au]

13. Review of Procedure

This procedure will be reviewed:

• Every two years;
• Following a significant complaint or incident;
• Following legislative changes; or
• At the direction of the QAGTC Committee.

Approved by: QAGTC Committee
Effective Date: August 2026
Next Review Date: August 2028

Related Documents:

• Child Safe Policy
• Child Safe Standards Framework
• Code of Conduct
• Online Safety Protocols
• Incident Reporting Procedure
• Risk Management Procedure
• Volunteer Screening Procedure

References: Queensland Child Safe Standards and Universal Principle. [qfcc.qld.gov.au], [families.qld.gov.au]