Grievance Policy and Procedure

Grievance Policy and Procedure 2025

Purpose

This Policy ensures that any grievances raised by board members, directors, members, beneficiaries, or stakeholders associated with The Pathways Project Limited are handled in a fair, transparent and timely manner.

Scope

This Policy applies to all individuals involved with The Pathways Project Limited, including:

• Board members and directors;
• Members;
• Beneficiaries or service users;
• Any other stakeholders involved in our activities.

It covers grievances relating to: the conduct of other board members, directors, or members; organisational practices or decisions; discrimination, harassment or bullying; and service delivery complaints.

Definitions

• Grievance: A concern or complaint raised by an individual related to conduct of board members, directors, members, or service delivery.
• Complainant: The person lodging a grievance.
• Respondent: The individual(s) against whom the grievance is lodged.
• Investigator: A designated person responsible for investigating the grievance.

Guiding principles

• Fairness and impartiality — Grievances are handled without bias.
• Confidentiality — Information is shared only on a need-to-know basis.
• Timeliness — All grievances are acknowledged and addressed promptly.
• No retaliation — Individuals raising grievances in good faith will not be subject to retaliation.
• Transparency — All parties understand the steps being taken.

Procedure

Informal resolution

Where appropriate, individuals are encouraged to resolve grievances informally before escalating to formal procedures.

1. The complainant raises their concern directly with the respondent or a board member (if appropriate).
2. The board member may facilitate a meeting between the complainant and the respondent.
3. If resolved informally, no further action is required unless a record is requested.

Formal grievance lodgement

1. Lodgement: Submit the grievance in writing to the designated Grievance Officer or a board member, detailing the nature of the complaint, parties involved, dates and any relevant information.
2. Acknowledgment: The Grievance Officer will acknowledge receipt within 5 working days.
3. Preliminary review: Assessment of whether the grievance falls within scope and whether formal investigation is warranted. An independent investigator may be appointed.
4. Investigation: The Investigator gathers information, interviews relevant parties and witnesses, and reviews documentation, policies and records.
5. Decision and outcome: The Investigator prepares a report with findings and recommendations. If upheld, appropriate actions (mediation, training, disciplinary action or procedural change) will be implemented. If not upheld, the reasons will be communicated to the complainant.

External mediation and support

Where a grievance is complex or cannot be resolved internally, The Pathways Project Limited may engage an external mediator or refer the matter to relevant authorities. Recognised Queensland services include:

• Queensland Ombudsman — Level 18/53 Albert St, Brisbane City QLD 4000 · +61 7 3005 7000 · ombudsman.qld.gov.au
• Queensland Human Rights Commission — Level 20/53 Albert St, Brisbane City QLD 4000 · 1300 130 670 · qhrc.qld.gov.au
• Legal Aid Queensland — 1300 65 11 88 · legalaid.qld.gov.au

The costs of engaging an external mediator, if any, will be covered by The Pathways Project Limited, unless otherwise agreed.

Right to appeal

If the complainant or respondent is not satisfied with the outcome, they may lodge an appeal in writing within 10 working days of receiving the outcome, detailing the grounds (e.g. procedural errors, new evidence, perceived unfairness).

1. Submission: The appeal is submitted to the Board of Directors, or an independent panel designated by The Pathways Project Limited.
2. Review: The appeal is reviewed and an independent panel may conduct a further investigation if warranted.

Contact

To lodge a grievance or ask about this Policy, please contact The Pathways Project.