Feedback and Complaints Policy

Bon Analytics Pty Ltd is committed to delivering high-quality consulting services to its clients and to learning from every interaction. This policy sets out how feedback and complaints are received, managed, and used to improve our work.

1. Introduction

Bon Analytics is a strategy, analytics, and capability consultancy serving services-based organisations across Australia, with a focus on sport, leisure, aquatics, and local government clients.

We are committed to providing professional, high-quality services that meet the needs of our clients and the members of the public who participate in our research activities (including mystery shopping visits, surveys, and benchmarking exercises). We welcome and encourage feedback, ideas, and suggestions. All feedback is valued and helps us improve.

2. Policy Statement

Anyone interacting with Bon Analytics can expect that we will:

• Actively encourage clients, their staff, mystery shoppers, survey respondents, and members of the public to provide feedback or raise concerns about any aspect of our service.
• Respect the choice of how, when, and where a complaint is made, and accommodate the preferred method of contact wherever possible.
• Provide accessible, plain-English information about how to give feedback or make a complaint.
• Handle complaints confidentially, fairly, and in a timely manner.
• Keep complainants informed of progress and the reasons for decisions made.
• Ensure there are no negative consequences to a complainant or their supporters as a result of raising a concern.
• Use feedback and complaints to inform continuous improvement across our work.

3. Scope

This policy applies to all activities of Bon Analytics Pty Ltd, including services delivered to client organisations and interactions with members of the public who take part in our research activities.

It applies in full to all Bon Analytics employees, contractors, mystery shoppers, advisers, suppliers, and visitors while they are providing services to, or on behalf of, Bon Analytics.

4. Application

All Bon Analytics personnel (permanent, casual, contractor, and adviser) are required to respond to feedback and complaints in accordance with the principles set out in this policy.

The following matters are excluded from the scope of this policy and are managed under separate processes:

• Staff grievances and workplace disputes.
• Appeals against contractual decisions made by Bon Analytics.
• Fraud, corruption, or protected disclosures (whistleblowing).
• Allegations of abuse, neglect, or misconduct (which are escalated immediately to the appropriate authorities).
• General feedback or commentary for which a response is not expected or required.
• Requests for service, information, or proposals (handled through standard business development processes).

5. Purpose

The purpose of this policy is to:

• Provide a clear, accessible mechanism for clients and members of the public to provide feedback or make a complaint about Bon Analytics services.
• Set out the rights and responsibilities of complainants and of Bon Analytics.
• Ensure complaints are handled in line with Australian best-practice complaint-handling principles, including those described in AS/NZS 10002:2022 Guidelines for complaint management in organisations.

6. Feedback and Complaints Procedure

6.1 Complaint definition

Bon Analytics adopts the definition of a complaint set out in AS/NZS 10002:2022: an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.

Note: Reference to AS/NZS 10002:2022 should be verified against the current edition of the standard before publication.

6.2 Complaint types

Complaints may relate to:

• Service delivery — the quality, timeliness, or accuracy of a deliverable.
• Service access — the way in which our services are made available or communicated.
• Privacy or data handling — how personal or commercially sensitive information has been collected, used, or stored.
• Policy or process — the way Bon Analytics has applied a stated policy or procedure.
• Conduct of personnel — the performance, behaviour, or attitude of a Bon Analytics employee or contractor.
• Research conduct — the conduct of mystery shoppers or surveyors during a research visit.

6.3 Lodging a complaint

Anyone may make a complaint to Bon Analytics. You do not need to be a current client to lodge a complaint, and complaints may be made on behalf of another person with their consent.

Complaints can be lodged in writing, by telephone, or in person. We can support complainants who require assistance, including arranging an interpreter through TIS National (Translating and Interpreting Service, including AUSLAN) where reasonably required.

Contact details

6.4 Receiving complaints

Bon Analytics personnel at all levels are responsible for recording feedback and complaints and, where possible, resolving them at first point of contact. Where a complaint cannot be resolved immediately:

• Verbal complaints are acknowledged on the call and confirmed in writing within two (2) business days, with an indication of next steps.
• Written complaints are acknowledged in writing within one (1) business day of receipt.
• Anonymous complaints are accepted and investigated to the extent reasonably possible.

When receiving a complaint, the Bon Analytics representative will:

• Listen to the complainant and record the concern accurately, including names, dates, and relevant details.
• Clarify any unclear points directly with the complainant.
• Identify the specific issues to be resolved and the complainant’s preferred outcome.
• Explain the complaints-handling process and expected timeframes.
• Escalate to the Complaints Officer where appropriate.

6.5 Information collected

When recording a complaint, Bon Analytics will collect:

• The complainant’s name, or a note that the complaint is anonymous.
• Preferred method of return contact.
• Details of the complaint, including dates, locations, and people involved.
• The complainant’s preferred outcome.

Personal information collected during the complaints process is handled in accordance with the Bon Analytics Privacy Policy and the Australian Privacy Principles.

6.6 Recording complaints

All complaints are recorded in the Bon Analytics complaints register, including complaints that are resolved at first point of contact. The register is reviewed regularly to identify trends and opportunities for continuous improvement.

6.7 Investigating the complaint

Every complaint requires some level of investigation to determine what has occurred and what response is appropriate. The Complaints Officer (or delegate) will consider:

• What information is required, and where it can be obtained (system records, project files, interviews with staff or contractors, document review).
• The complainant’s preferred outcome and whether it can reasonably be met.
• The most appropriate channel and format for the response.
• Whether external advice or escalation is needed (for example, where the matter touches on legal, privacy, or professional-conduct issues).

6.8 Responding to complaints

Responses are based on the evidence gathered and the principles of fairness, respect, and transparency. Where appropriate, the response may include:

• An explanation of the process or decision that led to the complaint.
• Additional training or coaching for Bon Analytics personnel.
• Provision of corrected or supplementary information to the complainant.
• Further investigation where new information has come to light.
• An apology, where one is warranted.
• Changes to internal processes or controls to prevent recurrence.
• Ongoing monitoring of the issue.

Bon Analytics will aim to provide a substantive response within ten (10) business days of receipt. Where the matter is complex and additional time is required, the complainant will be advised of the revised timeframe and the reasons for it.

The final response will:

• Address each of the points raised, or explain why a particular point cannot be addressed in detail.
• Set out the steps taken during the investigation.
• Provide the contact details of the Bon Analytics representative responsible for the matter.
• Outline any further options available to the complainant if they remain dissatisfied.

7. External Dispute Resolution

If a complainant is not satisfied with the outcome of Bon Analytics’ internal complaints process, they may refer the matter to an external body. The appropriate body depends on the nature of the complaint:

• Privacy concerns — Office of the Australian Information Commissioner (OAIC), www.oaic.gov.au, 1300 363 992.
• Consumer or contractual matters — the consumer affairs or fair-trading body in the relevant state or territory (for example, Consumer Affairs Victoria).
• Concerns relating to a client organisation’s services — the relevant local-government or sector regulator, or the client organisation’s own complaints process.

Contact details for external bodies should be verified at the time of referral, as agency names and contact numbers may change.

8. Policy Review

This policy will be reviewed every 12 months, or sooner if material changes occur in the way Bon Analytics delivers its services, in relevant Australian Standards, or in applicable legislation. Each complaint received is reviewed as part of Bon Analytics’ commitment to continuous improvement.

9. Document Control