Complaints Policy

The Community Broadcasting Foundation (CBF) is an independent non-profit funding agency. Our purpose is to solicit and to disburse funds for the development of the community broadcasting sector in an ethical and transparent manner.  Like the sector it serves the CBF is largely volunteer driven. 

Our grant processes are based on peer group assessment of grant applications by volunteers with relevant community broadcasting experience who, as members of CBF grants advisory committees, provide recommendations on funding policy and funding allocation to the CBF Board. CBF volunteers are appointed by the CBF Board through a published nomination process held every eighteen months.

The Foundation operates with limited funds sourced mainly from the Australian Government.  Funding is allocated within funding parameters and conditions established by its funding providers and according to the priorities and processes published in our grant guidelines.  

The complaints policy is not an appeals process against decisions that have been arrived at through proper process.  A funding decision or volunteer appointment will only be reviewed if through this complaints policy if it is determined that proper process has not been followed.

If you wish to provide feedback to the CBF rather than make a complaint, please contact us.

1. What does this complaints policy cover?

Complaints to the CBF can be made in relation to:

  • The level, quality or timeliness of the services provided by the CBF.
  • Adherence to proper process in the CBF grant assessment process and the nomination and appointment process for CBF volunteers.
  • Compliance with the provisions of relevant CBF Grant Guidelines or the terms of a CBF Grant Agreement.

2.  How can I make a complaint?

a. Informal verbal complaints

Many complaints can be resolved informally and efficiently via personal contact.  The Foundation asks that you first make a verbal complaint by raising the issue with the appropriate CBF staff member.  This is particularly important where your complaint relates to the level or quality of service provided by a particular staff member.  It makes them aware of the issue and allows them to address it.  Contact details for all staff are available here.  If you believe that the person that you first dealt with is unable to assist you please contact the Foundation's Executive Director. 

b. Formal written complaints

If you are not satisfied with the response provided to your verbal complaint, you may wish to lodge a formal written complaint.

3. Making a formal complaint

a. Formal complaints

Formal complaints must:

  • Be made in writing and lodged with the CBF either via mail or e-mail.
  • Be from an identified individual or organisation.  The CBF does not act on anonymous complaints.
  • Provide specific details about the nature of your complaint.
  • Provide mail, telephone and (where available) e-mail contact details.
  • Identify whether there are any aspects of the complaint that you wish to be treated as confidential.  If confidentiality is requested with regard to the matter as a whole please ensure that mailed complaints are marked clearly on the envelope as 'CONFIDENTIAL'.  Emailed complaints should include the words 'CONFIDENTIAL COMPLAINT' in the subject box.

Formal complaints by mail should be addressed to:
 
The President
Community Broadcasting Foundation
Level 7, 369 Royal Parade
Parkville, Victoria, 3056

Or via e-mail to president@cbf.com.au

In the event that the CBF President is the subject of the complaint, or involved in the decision-making process that is the subject of the complaint outside of their role as a CBF Board member, the President will be regarded as having a conflict of interest and the matter will be dealt with by the CBF’s Vice-President. In such cases a written formal complaint should be provided by mail addressed to:

The Vice-President
Community Broadcasting Foundation
Level 7, 369 Royal Parade
Parkville, Victoria, 3056

Or via e-mail to exec@cbf.com.au

b. How will I know that my complaint has been received?

All formal complaints will be acknowledged by mail, telephone or email within one week of receipt.

c. How will my complaint be dealt with?

A written response to your formal complaint will be provided by mail or e-mail within one month of receipt.  In the event that this time-frame cannot be complied with the reasons for the delay and an expected response time will be communicated to you in writing.

In some cases further information may be requested from you, or a meeting or teleconference arranged to discuss your complaint, prior to a written response being provided to you.

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