Our commitment
Nimbin Youth is committed to listening to feedback and responding to complaints in a fair, respectful and timely way. We see complaints as an opportunity to learn, improve and strengthen trust.
Complaints can be made without fear of punishment, discrimination or negative consequences.
Who can make a complaint
Complaints can be made by:
- young people
- parents or carers
- staff, volunteers or contractors
- community members or partner organisations
Complaints may relate to:
- behaviour of staff, volunteers or others involved with Nimbin Youth
- safety or wellbeing concerns
- service delivery or decision-making
- breaches of the Code of Conduct or Child Protection Policy
How to make a complaint
Complaints can be made:
- in person
- by phone
- by email
- in writing
Support can be provided to help young people make a complaint if needed.
Receiving complaints
All complaints will be:
- taken seriously
- treated respectfully
- handled as confidentially as possible
- acknowledged promptly
Where appropriate, complaints will be referred to the Nimbin Youth Coordinator or a delegated responsible person.
Child safety concerns
If a complaint involves child safety or risk of harm, it will be treated as a priority and managed in line with:
- the Nimbin Youth Child Protection Policy
- mandatory reporting obligations under NSW law
This may include reporting to external authorities.
Responding to complaints
Nimbin Youth will:
- assess the complaint fairly and without bias
- take reasonable steps to understand what happened
- keep relevant parties informed of progress where appropriate
- take action to address issues and prevent recurrence
Outcomes may include an apology, changes to practice, additional training, or other appropriate action.
No retaliation
No person will be disadvantaged, punished or treated unfairly for raising a concern or making a complaint in good faith.
Record keeping
Complaints will be documented and stored securely. Information will only be shared on a need-to-know basis to ensure safety, fairness and accountability.
Review
This procedure will be reviewed regularly to ensure it remains effective and accessible.
Reviewed: February 2026