| 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 |
This Policy 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. |
| Information Integrity |
We ensure that the information about our complaints management process is accurate and not misleading, and that data collected is relevant, correct, complete, meaningful, and useful. |
| Accessibility |
We aim to make the complaints management process simple and easily accessible to all. Through this Policy 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. |
| 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. |
| Completeness |
We are committed to undertaking a thorough investigation of each and every complaint talking to people from both sides to establish common ground and verify explanations. |
| Objectivity and Fairness |
We address each complaint, on its merits, in an equitable, objective, and unbiased manner through our complaints management program. |
| 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 Privacy Policy. |
| Transparent |
We aim to make the complaints handling process as transparent as possible and in responding to a complaint will, where practical, give reasons for our decision in writing, referring to applicable provisions in legislation, codes, standards, or internal procedures. |
| Treatment of Personnel |
Where a complaint specifies action of a particular individual we will apply principles of responsiveness, accessibility, completeness, objectivity, confidentiality, and transparency to that individual. |
| Recording Information |
When dealing with a complaint, and in particular when recording information relating to the complaint, we take the view that this information may at some time in the future be requested by the complainant or may be made public as a result of litigation (whether related to or unrelated to the particular complaint). |
| Improvement |
One of Waypoint REIT’s permanent objectives is to increase effectiveness and efficiency of our complaints management process. |
