Complaints and Feedback
How to raise a concern or share feedback, and what we will do.
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We want to hear from you, whether you have a concern, a complaint, or feedback that can help us do better. We take every complaint seriously, handle it fairly and confidentially, and use what we learn to improve.
How to get in touch
You can raise a complaint or share feedback by emailing support@kindredpathways.org.au, or by writing to Kindred Pathways Foundation, 5 Princes Street, Mortdale NSW 2223, Australia. It helps if you tell us what happened, when, and what outcome you are hoping for, along with how best to reach you.
What happens next
We will acknowledge your complaint promptly, look into it fairly, and respond to you with an outcome. We will keep you informed if we need more time. We treat your information confidentially and will not disadvantage you for raising a concern in good faith.
If you are not satisfied
If we cannot resolve your concern, you can raise it with an external body, depending on the issue:
- Concerns about us as a charity: the Australian Charities and Not-for-profits Commission (ACNC) at acnc.gov.au.
- Privacy concerns: the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
- Consumer concerns: NSW Fair Trading or the ACCC.
Child safety concerns
Concerns about the safety of a child are handled under our Child Safeguarding Policy and are treated with the highest priority. If a child is in immediate danger, call 000 in Australia, or your local emergency number. Serious concerns will be reported to the relevant authorities.
Contact us
To raise a complaint or share feedback, email support@kindredpathways.org.au.