Services for the Organisation of the National Schools Constitutional Convention 2019-2021

⁠⁠⁠a. The Supplier must undertake the Services: to the highest ethical standards; fairly; effectively; impartially; courteously to the Australian public; and with sensitivity to the diversity of the Australian public;

b. The Supplier must establish a feedback and complaints process to deal with feedback and complaints from recipients of the Services about the Supplier’s delivery of the Services. The Supplier must consult ansd co-operate with the Customer on the development of this process.

c. The Supplier’s feedback and complaints process must:
i. Be consistent with this contract;
ii. Clearly indicate that recipients of the Services may also provide feedback or complaint directly to the Customer using the Customer’s contact information provided to the Supplier;
iii. Be underpinned by principles of fairness, accessibility, responsiveness, efficiency and integration;
iv. Be developed and implemented, as far as possible, based on the Commonwealth Ombudsman’s Better Practice Guide to Complaint Handling (http://www.ombudsman.gov.au/__data/assets/pdf_file/0020/35615/Better-practice-guide-to-complaint-handling.pdf).

d. Upon request, the Supplier must give the Customer details of the feedback and complaints process the Supplier has established.

e. The Supplier must publicise to recipients of the Services the existence and details of the feedback and complaints process.

f. The Supplier must keep a feedback and complaints register which includes, but is not limited to, details about:
i. All feedback and complaints received by the Supplier;
ii. All feedback and complaints referred to the Supplier by, or through, the Customer; and
iii. The Personnel and subcontractors (if any) the subject of the feedback or complaint, circumstances giving rise to the feedback or complaint, the investigation undertaken (where relevant), and any follow-up action.