Feedback and complaints
The Tasmanian Community Fund welcomes feedback about our work and the experience people have engaging with us.
Feedback helps us understand what is working well, where we could improve, and how we can make our funding processes and services clearer, more accessible and responsive to Tasmanian communities.
We also have a formal complaints process for concerns that require investigation or a formal response.
Providing feedback
You can provide feedback at any time. This might include:
- telling us about something that worked well;
- suggesting how our information, processes or services could be improved;
- sharing your experience of applying for or receiving funding; or
- raising an issue that you would like us to consider informally.
Feedback does not need to be a formal complaint and will not affect your eligibility for funding or the assessment of an application.
To provide feedback, contact the TCF office:
Email: admin@tascomfund.org
Phone: 6270 5843 or 6270 5846
Post: GPO Box 1350, Hobart TAS 7001
Where appropriate, we will use feedback to improve our processes, guidance and services.
Making a complaint
TCF has a complaint resolution process to support accountability, transparency and the proper administration of public funds.
A complaint may be appropriate where you believe TCF, a Board member, a staff member, grant applicant or grant recipient has not acted in accordance with an applicable process, requirement or obligation.
The complaints process is not an appeal process for funding decisions. Decisions made by the TCF Board through a fair and proper process are final.
A Board decision may be reviewed where it is determined that TCF did not follow its stated processes.
What can I make a complaint about?
Complaints can be made about TCF activities, including:
- the level, quality or timeliness of services provided by TCF;
- whether TCF has followed its grant guidelines or stated processes;
- compliance with a grant deed;
- compliance with the Board's Code of Conduct;
- compliance with the Tasmanian Community Fund Act 2005; or
- compliance with other statutory requirements governing the distribution of public funds or the employment of TCF staff.
Complaints may also be made about a grant applicant or recipient where there are reasonable concerns that:
- false or misleading information may have been provided to TCF in an application, report or other dealings with the Fund;
- grant funds may have been used improperly; or
- a funded project may not have been implemented in accordance with its approved application or grant deed.
Raising an issue informally
Some concerns can be resolved quickly by discussing them directly with TCF staff.
This may be appropriate where your concern relates to the quality or timeliness of our service, communication or another issue that does not require formal investigation.
An issue raised informally will generally be treated as feedback and will not result in formal action by the Board.
If the matter is serious, or cannot be resolved informally, we may ask you to submit a formal written complaint.
Making a formal complaint
You may make a formal complaint if:
- an issue has not been resolved through informal discussion;
- you believe TCF has not complied with a legal obligation or stated process; or
- your concern relates to the conduct of a grant applicant or recipient.
A formal complaint must:
- be made in writing;
- be made by an identified individual or organisation;
- explain the issue being raised;
- identify, where relevant, the person or organisation the complaint concerns;
- provide relevant dates and details of the activity concerned;
- include any supporting information available; and
- provide contact details for the person making the complaint.
TCF generally cannot investigate anonymous complaints because we may need to seek further information or clarify the matters raised.
Written complaints should be sent to:
The Manager
Tasmanian Community Fund
GPO Box 1350
Hobart TAS 7001
Complaints will be handled as confidentially as reasonably possible. Information may need to be shared with TCF Board members, staff or other parties where this is necessary to investigate or respond to the complaint.
TCF is also subject to the Right to Information Act 2009 and other legal requirements relating to the management and disclosure of information.
Complaints about TCF staff
TCF staff are Tasmanian State Service employees and are subject to the legal and policy framework governing the State Service.
A formal complaint about the Manager should be made in writing to:
The Chairperson
Tasmanian Community Fund
GPO Box 1350
Hobart TAS 7001
or by email to chairperson@tascomfund.org.
Postal correspondence should be marked Confidential – to be opened by addressee only.
The Chairperson may seek advice or assistance from an appropriate senior officer within the Department of Premier and Cabinet.
A formal complaint about another TCF staff member should be made in writing to the Manager and marked Confidential – to be opened by addressee only.
Complaints alleging conduct contrary to the State Service Act 2000, State Service Principles or Code of Conduct will be dealt with in accordance with relevant Department of Premier and Cabinet policies and procedures.
How will a complaint be handled?
Complaints about the Board or TCF staff
TCF will acknowledge a written complaint within one week of receiving it.
We will aim to provide a written response within one month.
If more time is required because of the complexity of the matter or because information is required from another party, we will let you know and provide an updated timeframe.
TCF will consider the nature of the complaint and undertake any investigation it considers appropriate.
Where a complaint raises concerns about potentially unlawful conduct, the matter may be referred to Tasmania Police or another appropriate authority.
Complaints about a grant applicant or recipient
TCF will acknowledge a written complaint within one week of receiving it.
We will aim to provide a written response within three months.
If more time is required because of the complexity of the matter or because information is required from another party, we will let you know and provide an updated timeframe.
TCF will investigate the complaint as appropriate.
A person or organisation that is the subject of a complaint will generally be given an opportunity to respond to the issues raised before TCF reaches a conclusion.
What happens if a complaint is upheld?
Complaints about the Board or TCF staff
If an upheld complaint relates to a Board decision and TCF determines that the proper process was not followed, the Board will reconsider the matter in accordance with its stated processes.
Following reconsideration, the original decision may be confirmed or changed.
Complaints about a grant applicant or recipient
Depending on the nature and seriousness of the matter, the Board may:
- decide not to assess a current application;
- decide not to assess future applications until the matter has been resolved to the Board's satisfaction;
- withdraw or vary a grant;
- seek repayment of grant funds already provided, including interest where applicable; or
- impose additional conditions on a grant.
Where an issue is minor or does not materially affect the administration or assessment of a grant, the Board may decide that no further action is required.
Where there is evidence of potentially unlawful activity, TCF may refer the matter to Tasmania Police or another appropriate authority.
What if I am not satisfied with the outcome?
If you are not satisfied with TCF's response to your complaint, you may wish to contact the Tasmanian Ombudsman to discuss your options.
The Ombudsman investigates complaints about the administrative actions of Tasmanian government departments, councils and public authorities and provides an independent and impartial service.
The Ombudsman will generally expect you to have first attempted to resolve the issue directly with TCF.
Email: ombudsman@justice.tas.gov.au
Phone: 1800 001 170
Website: www.ombudsman.tas.gov.au