| Commitment |
We are actively committed to defining and implementing a complaints management process. We treat complainants with respect. |
| Capacity |
We make sufficient resources available for, and are committed to, complaints management, and we manage those resources effectively and efficiently. |
| Visibility and Transparency |
The
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and our procedures are communicated to staff, volunteers and contractors, Waypoint REIT’s stakeholders and other relevant interested parties. We provide individual complainants with adequate information about the management of their complaint. |
| Accessibility |
We aim to make the complaints management process simple and easily accessible to all. Through the
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and procedures, we make information publicly available in relation to the details of making and resolving complaints and all complaints management information is easy to understand and use. Our staff have access to our internal Complaints Management Program. |
| Charges |
Access to our
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and procedure is free of charge to the complainant. |
| Objectivity and Fairness |
We address each complaint, on its merits, in an equitable, objective, and unbiased manner through our Complaints Management Program. |
| Responsiveness |
We will use reasonable endeavours to address the needs and expectations of potential complainants with respect to complaints management. |
| Information Integrity |
We ensure that the information about our complaints management process, through our
Complaints Handling Policy
and Complaints Management Program, is accurate and not misleading, and that data collected is relevant, correct, complete, meaningful, and useful. |
| Confidentiality |
We treat all complaints confidentially. Personally identifiable information about complainants is only made available for the purpose of addressing the complaint within Waypoint REIT and, unless the complainant consents, is actively protected from disclosure in accordance with our
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. |
| Complainant Focus Approach |
We aim to put ourselves in the shoes of the complainant and understand the complaint from their point of view. We adopt a complainant-focused approach with respect to management of complaints and we are open to feedback on our complaints management process. |
| Behaviour |
We have implemented policies that establish our expectations of how our staff and complainants should behave during the complaints management process. Staff are trained on how to manage unreasonable conduct by complainants. We have implemented health and safety measures to protect our staff’s safety when managing an unreasonable complainant. |
| Accountability |
We have established, and maintain, accountability for, and reports on, Waypoint REIT's decisions and actions with respect to complaints management. |
| Communication |
We provide explanations for our
Complaints Handling Policy
and Complaints Management Program and decisions in our communications with complainants and staff. |
| Health and Safety |
We have developed, adopted and implemented policies, procedures and practices to ensure our staff’s health and safety is protected during the complaints management process. We train our staff on our WHS&E Program and our Complaints Management Program to empower them in their role in the complaints management process. |
| Improvement |
One of Waypoint REIT’s permanent objectives is the increased effectiveness and efficiency of our
Complaints Handling Policy
and Complaints Management Program. |
| Competence |
We have used reasonable endeavours to ensure that staff have the personal attributes, skills, training, education and experience necessary to manage complaints. |
| Timelines |
Waypoint REIT manages complaints as quickly as possible given the nature of the complaint and the process used. |
