Complaints and feedback
Your voice can help us improve
TUSIC welcomes appropriate feedback and concerns about our activities, decisions, conduct and communications. Raising an issue helps us identify risks, correct mistakes and strengthen accountability.
Speaking up
You can raise a concern about TUSIC
A complaint is an expression of dissatisfaction about an action, omission, decision, service, representative or activity connected to TUSIC.
Feedback may include suggestions, observations, appreciation or concerns that do not require a formal complaint process.
You do not need to know which internal person or team is responsible. Provide the information you have, and TUSIC should determine the appropriate route for review.
What you can raise
Feedback and complaints may concern
This list provides examples and does not prevent you from raising another legitimate concern.
Programs and activities
Concerns about how an activity was planned, communicated, delivered or concluded.
Conduct and behaviour
Inappropriate behaviour by a person acting for or representing TUSIC.
Fairness and inclusion
Concerns about unfair treatment, exclusion, discrimination or barriers to participation.
Information and privacy
Concerns about inaccurate information, confidentiality, privacy or inappropriate information sharing.
Resources and integrity
Suspected misuse of resources, fraud, conflicts of interest or other integrity concerns.
Organizational decisions
Concerns about an appropriate TUSIC decision, process, response or failure to act.
Safeguarding concerns
Concerns involving abuse, exploitation or immediate safety
If your concern involves possible abuse, sexual exploitation, harassment, harm to a child or vulnerable person, or another safeguarding risk, identify it clearly as a safeguarding concern so it can be directed appropriately.
How it works
From receiving your concern to closing the matter
The exact response will depend on the nature, seriousness, available information and appropriate authority for the issue.
Receive
The feedback or complaint is received and recorded through an appropriate channel.
Assess
TUSIC considers urgency, safeguarding, confidentiality, conflicts and the appropriate review route.
Review
Relevant information may be examined and appropriate people may be asked to provide information.
Respond
Where possible and appropriate, the person raising the matter receives an update or outcome.
Learn
Actions, lessons or policy improvements may be recorded and followed up.
Helpful information
What to include in your submission
You do not need to have every detail. Share what you know without putting yourself or another person at unnecessary risk.
Describe the event, decision, behaviour or concern in your own words.
Provide an approximate date, time and location where relevant.
Identify relevant people or roles only where it is safe and appropriate.
Mention relevant messages or documents without submitting unnecessary sensitive material.
Explain whether you previously raised the issue and what response you received.
Tell us what response, clarification or corrective action you believe may help.
Submit your concern
Send feedback or make a complaint
Choose Complaints and feedback in the form, or begin your message by clearly stating that you are making a complaint.
Provide a safe contact method if you want TUSIC to reply.
Avoid submitting passwords, banking credentials or unnecessary identity documents.
Clearly mark safeguarding or immediate-safety concerns.
Privacy and confidentiality
Information should only be shared when necessary
TUSIC should limit access to complaint information to people who need it for safeguarding, review, decision-making, support, legal compliance or another legitimate purpose.
Confidentiality has limits
Information may need to be shared where necessary to address risk, obtain advice, conduct a fair review or meet a legal obligation.
Anonymous complaints
Anonymous concerns may be considered, but anonymity can limit TUSIC’s ability to verify information, seek clarification or communicate an outcome.
Fairness to everyone
Reviews should avoid assuming that an allegation is proven before relevant information has been assessed.
Fair treatment
Good-faith concerns should be treated seriously
A person should not face inappropriate retaliation from TUSIC for raising a genuine concern or participating honestly in an authorized review. Knowingly false, malicious or abusive submissions may be handled separately.
This reporting form is not an emergency service
If someone faces immediate danger or needs urgent medical, protection or emergency assistance, contact an appropriate local emergency or specialist service. TUSIC cannot guarantee that website submissions will be monitored continuously.