Every organisation will make mistakes and may from time to time receive complaints about its work.  It is the board's responsibility to make sure that complaints are dealt with effectively and that the organisation takes time to learn from the feedback it receives.

A complaint is a voluntary expression of dissatisfaction with an organisation's policies, procedures, staff or quality of service, whether justified or not.  It may be made in person, by phone, by email, on audiotape, through the website, social media and in writing.