Policy statement

This policy describes Ladder’s requirements when an external stakeholder makes a complaint or is dissatisfied with the experience they have had with Ladder or Ladder employee/s. 

External grievance procedure

Why do we have this policy?

Despite the best efforts of Ladder employees, it is possible that stakeholders may feel dissatisfied with the experience they have had with Ladder or a Ladder employee. It is important that these complaints are handled in a timely and professional manner.

What complaints are considered?

All complaints will be acknowledged and a response sent to the individual or group, regardless of the nature of the complaint. All complaints will be treated seriously and respectfully.

Accessibility

Ladder commits to having this grievance policy available on our website and easily accessible to members of the public.

Standards

• It is confidential - All complaints will remain confidential. Information will be only disclosed to Ladder employees who are required to be informed as per the process. All documentation relating to the matter will be securely stored
• It is impartial – All parties will get a chance to tell their side of the story. Both sides have the right to be treated fairly and to have the complaint decided by someone who acts fairly and in good faith.  No one will make any assumptions or take any action until all relevant information has been collected and considered. Any person who has been complained about has a right to know details of any allegations against them. 
• Complaints will be handled as fast as possible - All complaints will be acknowledged by an approved Ladder employee as soon as possible, or no longer than 5 working days. All complaints will be formally responded to by an approved Ladder employee in 30 working days
• Complaints must be proved before action is taken - We will investigate all allegations before making a decision ‘on the balance of probabilities’.  This means that we will find a complaint substantiated and take action if we believe (on the basis of the available evidence) that it is more likely than not that the allegation happened.

Grievance process

• External stakeholders are asked to submit a complaint in writing by either sending an email to [email protected] or sending a letter to Ladder’s national office (using the contact details provided on the website)
• If a phone call is received, the complainant will be asked to submit the complaint in writing
• External stakeholders are asked to include details of the issue, including dates and events of the incidents (as applicable)
• Once received by Ladder, a notification will be sent to the complainant, acknowledging receipt of the complaint
• The relevant Ladder Manager will investigate the issue and respond to the complainant within 60 days. 

Appeals process

• If the complainant is dissatisfied with the response, they have the opportunity to escalate the issue to the General Manager using the same channels as outlined above (email or letter). The complainant is asked to note down what they felt was unsatisfactory about the initial response.
• Once received by Ladder, a notification will be sent to the complainant, acknowledging receipt of the complaint
• The Ladder CEO/General Manager will review the issue and response and formally respond to the complainant within 60 days