EPIC Complaints Handling Policy

1. Introduction

Erica Pitt Inclusion Consulting (EPIC) is committed to providing respectful, ethical, and high-quality inclusion consultancy services. This Complaints Handling Policy outlines how concerns or complaints about EPIC’s services, conduct, or professional practice can be raised and addressed in a fair, transparent, and timely manner.

The purpose of this policy is to:

  • Ensure complaints are taken seriously and handled respectfully

  • Provide a clear and accessible process for raising concerns

  • Support continuous improvement of EPIC services

  • Protect the rights and wellbeing of clients, stakeholders, and EPIC

 

2. Scope of this Policy

This policy applies to:

  • All clients of EPIC

  • Representatives of organisations engaging EPIC services

  • Any individual directly affected by EPIC’s professional activities

This policy covers complaints relating to:

  • Professional conduct or communication

  • Quality or delivery of services

  • Perceived breaches of agreements or stated policies

  • Ethical or inclusion-related concerns within EPIC’s scope of work

 

3. What is a Complaint

A complaint is defined as:

An expression of dissatisfaction made to EPIC about its services, actions, decisions, or professional conduct, where a response or resolution is explicitly or implicitly expected.

Complaints may be made verbally or in writing.

 

4. Principles Guiding Complaint Handling

EPIC handles complaints in accordance with the following principles:

  • Accessibility: The complaints process is simple and clearly communicated

  • Respect: All parties are treated with dignity and without judgement

  • Fairness: Complaints are considered objectively and without bias

  • Confidentiality: Information is handled in line with privacy obligations

  • Timeliness: Complaints are addressed as promptly as reasonably possible

  • Learning-focused: Complaints are viewed as an opportunity for reflection and improvement

 

5. How to Make a Complaint

Complaints should be raised as soon as practicable after the concern arises.

Complaints can be submitted:

  • By email to the EPIC business email address

  • In writing via another agreed communication method

Complaints should include (where possible):

  • The name and contact details of the person making the complaint

  • A brief description of the concern

  • Relevant dates or services involved

  • The outcome being sought (if known)

Anonymous complaints will be considered where sufficient information is provided, noting that anonymity may limit EPIC’s ability to investigate or respond.

 

6. Complaint Handling Process

EPIC will follow these steps when handling complaints:

  1. Acknowledgement

    • Complaints will be acknowledged within 5 business days of receipt where contact details are provided.

  2. Review and Assessment

    • EPIC will review the complaint against relevant agreements, policies, and service scope.

    • Further information may be requested if clarification is required.

  3. Response

    • EPIC will provide a written response outlining findings and any proposed resolution, generally within 14 business days, unless the matter is complex.

  4. Resolution

    • Where appropriate, EPIC may propose actions such as clarification, apology, service adjustment, or other reasonable steps within scope.

 

7. Outcomes and Limitations

Possible outcomes of a complaint may include:

  • Clarification of service scope or expectations

  • Acknowledgement of concerns

  • Amendments to future practice or documentation

EPIC does not provide:

  • Financial compensation unless required by law or agreed in writing

  • Outcomes outside the agreed scope of services

  • Responses to complaints that are abusive, vexatious, or unrelated to EPIC’s services

 

8. Escalation

If a complainant is not satisfied with the outcome of the complaint, or if the matter cannot be resolved through EPIC’s internal process, the complainant may request further review.

Where appropriate, EPIC may suggest one or more of the following options:

  • Seeking independent mediation by mutual agreement

  • Obtaining independent legal or professional advice

  • Contacting an appropriate external body, such as a consumer protection agency (e.g. NSW Fair Trading or the relevant state or territory consumer authority)

EPIC will cooperate reasonably with any external review process where required by law.

 

9. Record Keeping

EPIC maintains records of complaints and their outcomes in accordance with its Privacy Policy and Records Retention and Disposal Policy.

Complaint records are kept confidential and accessed only for legitimate business and compliance purposes.

 

10. No Retaliation

EPIC will not disadvantage or penalise any individual for making a complaint in good faith.

 

11. Changes & Review to this Policy

This policy will be reviewed periodically and updated as required to ensure it remains appropriate, compliant, and reflective of EPIC’s values and practice. The current version will be available on EPIC’s website or provided upon request.

 

12. Contact Us

For privacy-related enquiries, access requests, or complaints, please contact: hello@epicinclusion.com.au.

 

Erica Pitt Inclusion Consulting (EPIC)

Last updated: 9/01/2026

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