1. The KYDS/jupiter representative will seek to clarify what outcome you are seeking and whether you would like to make a formal complaint or resolve the complaint through informal discussions.
2. Where a formal complaint is made, this will be escalated to KYDS/jupiter CEO (or Chair of the Management Committee if the complaint is about the CEO).
3. The CEO or Chair will:
   1. Acknowledge receipt of the complaint within two (2) business days
   2. Where appropriate, facilitate the implementation of the outcome/resolution that is being sought
   3. Where it would not be appropriate to implement the outcome/resolution being sought, decide whether the matter requires:
      • Mediation
      • An internal investigation
      • An external investigation
      • Referral to an appropriate authority such as the police
   4. Where appropriate to do so, communicate in a timely way regarding:
      • Progress of any of the above processes
      • Outcome/findings of any investigation
      • Any disciplinary measures imposed

All communications with anyone involved must respect the importance of confidentiality of all involved and be consistent with Privacy Laws.
More detailed steps are outlined in the KYDS Complaint Management Plan.

Complaints about a KYDS/jupiter employee

If your complaint is about a member of our staff we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible. We will also treat our staff member objectively by:

• Informing them of any complaint about their performance
• Providing them with an opportunity to explain the circumstances
• Providing them with the appropriate support
• Updating them on the complaint investigation and the result.

Record keeping

A register of complaints will be kept by KYDS/jupiter. The register will be maintained by the CEO and will record the following for each complaint:
Details of the complainant and the nature of the complaint

• Date lodged
• Action taken
• Date of resolution and reason for decision
• Indication of complainant being notified of outcome
• Complainant response and any further action.

Complaints under investigation by a Regulator or Law Enforcement Agency

If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency, we may cease to take further action in relation to your complaint pending finalisation of their investigations. We will assist any agency with their investigations.