Complaints and feedback

Policy statement

At Just Gold, feedback is a form of care. Complaints are opportunities, not threats. We take all concerns seriously, and we treat people with respect, whether they’re raising issues or receiving them. This includes clients, communities, and internal team members.

What we commit to

• Acknowledging complaints within 5 business days.
• Investigating concerns impartially and confidentially.
• Ensuring complainants are not punished or excluded for speaking up.
• Keeping people informed about how their concern is being handled.
• Offering culturally safe, trauma informed response options.

Feedback mechanisms

• Anonymous online form (linked via staff portal and website)
• Email, phone, or face to face submission to any manager or project lead
• Exit interviews and impact evaluations
• Stakeholder consultations and engagement debriefs

Complaint resolution

• Minor concerns may be resolved through discussion or mediation.
• Serious complaints trigger a formal review by the CEO or a delegated officer.
• If the complaint involves the CEO or a Board member, an independent reviewer will be engaged.
• Outcomes are documented in the internal compliance register, and systemic issues inform policy updates.

Application

This policy applies to internal team dynamics, external stakeholder feedback, and all public facing services or events.