1. Purpose
Veltrion Group welcomes complaints as an important source of accountability and improvement. This Policy explains how supporters, clients, employees, contractors, members of the public and other stakeholders can raise a concern and what they can expect from us.
2. What may be raised
- Fundraiser behaviour or public interactions.
- Campaign information, consent or payment concerns.
- Privacy, data handling or communications.
- Workplace conduct, discrimination, bullying, harassment or safety.
- Technology, service delivery, invoices or commercial interactions.
- The way an earlier concern was handled.
3. How to make a complaint
Complaints may be sent to info@veltrion.com or submitted through the Contact page. Please provide the date, location, people or campaign involved, what happened and the outcome sought where possible. Anonymous complaints may be considered, although limited information can affect our ability to investigate.
If a complaint concerns immediate danger, suspected criminal conduct or an emergency, contact the appropriate emergency or law-enforcement service first.
4. Our handling commitments
- Treat complainants with respect and without retaliation.
- Acknowledge a complaint within two business days where contact details are available.
- Assess urgency, safety, privacy and any need to preserve evidence.
- Aim to provide an outcome within 10 business days; if more time is required, explain why and provide an update.
- Keep information limited to people who reasonably need it for assessment, investigation or response.
- Provide reasons for the outcome where lawful and appropriate.
5. Assessment and investigation
A complaint will be triaged according to seriousness, risk, conflicts and the people affected. The reviewer may collect campaign records, system data, witness accounts, training records or other relevant material and will give affected people a fair opportunity to respond.
Where appropriate, Veltrion may refer or coordinate a matter with a client charity, venue, insurer, service provider, regulator or law-enforcement body.
6. Outcomes and remedies
- An explanation, apology or correction.
- Additional training, coaching or supervision.
- Changes to systems, scripts, materials or processes.
- A payment or supporter record correction where authorised.
- Disciplinary or contractual action.
- Referral to another organisation better placed to resolve the matter.
7. Review and escalation
If a complainant believes relevant information was missed or the process was not fair, they may request an internal review by replying to the outcome. Wherever practical, the review will be handled by a person who was not the original decision-maker.
This Policy does not prevent a person from contacting a client charity, consumer protection body, privacy regulator, workplace regulator, police or another external body with jurisdiction.
8. Records and improvement
Veltrion records complaints, actions and outcomes in a controlled manner and uses trend information to identify training, conduct, system and governance improvements. Records are retained only as required for operational, legal and accountability purposes.