This policy applies to: 

  • Young people and families we support 

  • Staff and volunteers 

  • Donors, partners, and members of the public 

  • Any individual or group interacting with MMAD 

Complaints related to child safety will be managed in line with MMAD’s Child Safety Policy and relevant legislation. 


We are committed to: 

  • Respect: Every complaint is treated seriously and with respect. 

  • Listening: We listen with empathy and without judgement. 

  • Fairness: Complaints are handled objectively and confidentially. 

  • Safety: No one will be disadvantaged or retaliated against for making a complaint. 

  • Resolution: We aim for timely and fair outcomes, with continuous learning. 

 
What Is a Complaint? 

A complaint is any expression of dissatisfaction with MMAD’s services, programs, people, policies, or practices. This may include: 

  • A young person feeling unheard or disrespected 

  • A parent concerned about program delivery 

  • A community partner unhappy with a communication 

  • An internal staff concern about process or conduct 


Complaint Handling Process 

  1. Acknowledgement: We aim to acknowledge complaints promptly. 

  1. Assessment: We assess the nature and seriousness of the complaint. 

  1. Investigation: We may talk to those involved and review relevant information. 

  1. Response: We aim to respond with a proposed outcome or next steps. 

  1. Resolution/Action: Where appropriate, we offer remedies, apologies, or changes to prevent reoccurrence. 

  1. Appeals: If you’re not satisfied, you can request a review or escalate the complaint. 

Escalation and External Review 

If you feel your complaint has not been resolved fairly, you may contact: 

  • MMAD Management at compliance@mmad.org.au 

  • The MMAD Board via chair@mmad.org.au 

  • External bodies, e.g. the NSW Ombudsman or relevant regulator 

 
Record Keeping and Confidentiality 

All complaints will be documented and stored securely. Information will be shared only with those directly involved in resolving the issue, unless legally required. Complaints data will be used to improve our services. 

 
Continuous Improvement 

MMAD views complaints as valuable feedback. We regularly review trends and outcomes to strengthen our programs, culture, and systems. 


Last updated: 2025

COMPLAINTS POLICY

MMAD (Musicians Making a Difference) is committed to providing a safe, inclusive, and positive environment for all. We recognise that sometimes things can go wrong, and we value feedback – including complaints – as an opportunity to reflect, improve and grow. This policy outlines how to raise concerns and how we will respond fairly and promptly. 

How to Make a Complaint 

Complaints can be made: 

  • In Person: Speak to a staff member or program leader 

  • Email: hello@mmad.org.au 

  • Post: MMAD, CO Manager, 342 Mann Street Gosford NSW 2250 

If you need support to make a complaint (e.g. language, literacy, disability, or safety), we will do our best to provide appropriate help.