Tonita Taylor Consulting Complaints Policy

1. Purpose of This Policy

Tonita Taylor Consulting is committed to handling complaints fairly, respectfully and promptly. This policy outlines how you can raise concerns and how we will respond.

2. Scope and Definitions

This policy applies to complaints from clients, research participants, collaborators or members of the public about our services, conduct or practices. A complaint is any expression of dissatisfaction where a response or resolution is expected.

3. Our Commitment to Handling Complaints

We treat complaints seriously and confidentially. We aim to resolve issues quickly, fairly and without retaliation. Complaints help us improve our services.

4. What Is a Complaint?

Complaints may relate to service quality, communication, ethical concerns, privacy, fees or any other aspect of our work. You do not need to use the word “complaint” for us to treat it as one.

5. How to Make a Complaint

You can lodge a complaint via:

• Web contact form
• Phone: +61 0413 565 052
• In person (by appointment)

Please include details of the issue, when it occurred, and what outcome you are seeking. Anonymous complaints are accepted but may limit our ability to respond.

6. Support for Making a Complaint

We offer assistance for those with language, literacy or accessibility needs. You may use an advocate or support person. We accept complaints in alternative formats if required.

7. Acknowledgement and Timeframes

We will acknowledge your complaint within 2 business days. We aim to resolve straightforward issues within 10 business days and more complex matters within 30 calendar days. We will keep you informed throughout.

8. Complaint Handling Process

We will:

• Record and assess your complaint
• Investigate the matter fairly and confidentially
• Respond with findings and any proposed actions
• Implement remedies where appropriate
• Document the outcome and close the case.

9. Confidentiality and Fairness

Your complaint will be handled discreetly and impartially. If the complaint involves a specific person, they will not lead the investigation. We ensure natural justice and equal treatment.

10. Non-Retaliation Assurance

We welcome your open and honest feedback and you will not be penalised for making a complaint. We prohibit any form of retaliation. Your ongoing relationship with us will not be affected.

11. Record-Keeping and Continuous Improvement

We log all complaints and review them periodically to identify trends and improve our practices. Lessons learned are incorporated into our procedures.

12. External Review and Escalation Options

If you are not satisfied with our response, you may contact:

• Office of the Australian Information Commissioner (OAIC) for privacy matters
• Consumer protection agencies for contractual or service issues
• Relevant professional bodies (e.g. AES)
• Legal advisors or ombudsmen, depending on the nature of the complaint.

13. Review of This Policy

We will review and update this policy to reflect changes in law or practice. While significant changes may be communicated directly with current and/or past clients, all changes will be reflected in the updated policy on the website.  This Policy is current as at October 2025.

We review this policy annually or when needed. Updates will reflect changes in law, feedback or operational needs.

14. Contact Details

Complaints Officer: Tonita Taylor
Email: Web contact form
Phone: +61 0413 565 052