About Us | The Real Homosexuals of the Southern Highlands

Complaints and Feedback Policy

Last updated: Thursday 18th September 2025

1. Purpose

The Real Homosexuals of the Southern Highlands (“the Organisation”) values feedback as a vital tool for building inclusivity, strengthening our programs, and maintaining accountability to our community.

This policy outlines how individuals, members, and businesses can provide feedback or lodge complaints, and how the Organisation will respond.

2. How We Collect Information

This policy applies to:

Members of the Organisation.
Businesses and organisations involved in the Highlands Certified program.
Community members and allies who engage with our events, campaigns, or advocacy work.

3. Principles

We commit to:

Respect: Every complaint or feedback submission will be treated with dignity.
Confidentiality: Submissions can be made anonymously. Personal information will remain confidential unless consent is given.
Fairness: All concerns will be considered and addressed objectively.
Accessibility: Feedback channels will be easy to use and open to everyone in the Southern Highlands.
Improvement: Complaints and feedback will be used constructively to improve our programs and advocacy.

4. Types of Feedback

General Feedback: Suggestions, ideas, or comments about our work.
Positive Feedback: Stories of inclusion, celebration, or success to be shared and amplified.
Complaints: Concerns about behaviour, membership, events, or businesses displaying Highlands Certified signage who may not be upholding the Charter.

5. How To Provide Feedback or Make a Complaint

Community members can:

Submit via the “Have Your Say” form on our website.
Email us directly at [Insert Contact Email].
Provide written feedback at events or by post (address provided on request).

Anonymous submissions are accepted.

6. Complaint Handling Process

Acknowledgement: Complaints submitted with contact details will be acknowledged within 7 days.
Assessment: Complaints will be reviewed by the Organising Committee or a delegated panel.
Resolution: We aim to provide a response or resolution within 30 days. Complex matters may take longer, but updates will be provided.
Action: Where necessary, action may include:
- Guidance or support to members or businesses.
- Mediation or discussion with relevant parties.
- Suspension or termination of membership for serious breaches of the Charter.
Closure: The complainant (if identified) will be informed of the outcome.

7. Appeals

If a member or business disagrees with the outcome, they may request a review by the full Organising Committee. The decision following review will be final.

8. Reporting and Transparency

A summary of feedback themes (not individual details) may be shared in our annual report to highlight community priorities.
Trends will be monitored to ensure ongoing improvement in inclusivity, diversity, and community engagement.