complaints

Policy Purpose

1. The JUMP program receives devolved Federal funding, offers an open applications process, promotes a public profile, and is committed to continuous improvement of existing activities and development of new opportunities.
2. Therefore JUMP requires a complaints management process that is both locally and nationally resourced, is consistent and timely, provides considered responses, and ensures follow up actions.

1. JUMP stakeholders are encouraged to resolve operational queries via day-to-day contact with the JUMP State or Territory Delivery Partner organisation in their state/territory of residence (see the contact section of this site for details).
2. A complaint is a more serious concern that the program’s management or delivery is adversely affecting or likely to adversely affect its stakeholders.
3. This policy applies to complaints from the following JUMP stakeholders:
   

   • past, current and potential program applicants;
   • program participants (artists and mentors);
   • program partners (cash and inkind);
   • arts organisations; and,
   • general public.
4. Importantly, this policy does NOT apply to:

   1. Selection outcomes - decisions of JUMP’s selection panels are final, and unsuccessful applicants are encouraged to seek feedback on their application from their relevant JUMP State or Territory Delivery Partner organisation.
   2. Grievances between artists and mentors - grievances should be dealt with according to procedures set out in program participants’ agreements with their relevant JUMP State or Territory Delivery Partner organisation.

1. All complaints should be addressed in the first instance to the JUMP State or Territory Delivery Partner organisation in the complainant’s state/territory of residence (see the contact section of this site for details), preferably in writing via email.
2. To facilitate efficient and effective management, stakeholders should identify their communication as being a complaint (eg. I wish to make a complaint), and include a specific description of the problematic program area, a nominated response method (eg. Please respond via the following phone number), and any suggested follow up actions.

1. A State or Territory Delivery Partner representative will acknowledge receipt of the complaint within 7 days, and may request clarification or further detail of the complaint.
2. The State or Territory Delivery Partner representative will refer to relevant program guidelines and program delivery precedents to formulate a response.

1. The State or Territory Delivery Partner representative will provide a response to the complaint within 14 days (from the date of the original complaint).
2. The response will provide an explanation and/or outline a course of follow up action.

1. If the complainant remains unsatisfied by this response, any further complaint should be addressed to the National Program Manager of Youth Arts Queensland as the organisation responsible for the JUMP program nationally (see the contact section of this site for details) and the complaints management timeline will commence again.
2. The National Program Manager may refer to the Australia Council for the Arts or external specialists to formulate a response; external specialists may range from relevant service organisations, to independent mediators in particularly complex cases.

1. All complaints, responses and follow up actions will be sequentially recorded according to JUMP’s Complaints Management Template, which when complete, will be submitted to or filed by Youth Arts Queensland for record-keeping purposes.