Complaints & Feedback

Your Voice Matters to National MSA Research.

At National MSA Research, we value the trust placed in our organisation by donors, volunteers, supporters, community members and people affected by Multiple System Atrophy (MSA).

We are committed to acting with integrity, accountability and respect.

We recognise that feedback helps us understand what we are doing well, identify areas for improvement and strengthen the way we serve our community.

We welcome constructive feedback and take concerns about our organisation seriously.

We Welcome Your Feedback

Your experiences and suggestions can help National MSA Research continue to develop and improve.

You may wish to provide feedback about:

• Our website and educational resources.
• Fundraising events and community activities.
• Donation experiences and communications.
• Volunteer involvement.
• Accessibility and inclusion.
• Interactions with representatives of our organisation.
• Suggestions for improving our services and activities.

Whether you would like to recognise a positive experience, share an idea or raise a concern, we welcome hearing from you.

Making a Complaint

We understand that there may be occasions when someone is dissatisfied with an aspect of our organisation’s activities or conduct.

A complaint may relate to a particular experience, decision, interaction or concern about the way an activity has been managed.

National MSA Research aims to consider complaints fairly, respectfully and with appropriate attention to the circumstances involved.

We encourage people to raise concerns so they can be reviewed through an appropriate process.

How to Submit Feedback or a Complaint

You can contact National MSA Research by email.

Email: info@nationalmsaresearch.org.au

Please include sufficient information to help us understand your feedback or concern.

You may wish to provide:

• Your name and preferred contact details.
• A description of your feedback or complaint.
• The date or approximate date of the relevant incident.
• The event, activity or service involved.
• Any relevant supporting information.
• The outcome or assistance you are seeking.

You do not need to include information that is unrelated to your concern.

If you are raising a sensitive matter, please avoid sending unnecessary personal or medical records in an initial email.

How Complaints Are Considered

When a complaint is received, National MSA Research aims to:

1. Identify the nature of the concern.
2. Determine the appropriate person or process for reviewing it.
3. Request additional information where reasonably necessary.
4. Consider relevant information fairly and objectively.
5. Communicate an appropriate response where possible.
6. Identify any improvements or further actions that may be required.

The process may vary depending on the seriousness, complexity and circumstances of the matter.

Some concerns may require referral to an appropriate Director, authorised representative, external authority or specialist process.

We aim to respond within a reasonable period, recognising that some matters may require additional consideration.

Privacy and Confidentiality

We recognise that complaints and feedback may involve personal or sensitive information.

National MSA Research aims to handle information responsibly and in accordance with applicable privacy obligations.

Information may need to be shared with people responsible for reviewing or responding to a concern, or disclosed where required or authorised by law.

We cannot guarantee absolute confidentiality in every circumstance.

Please refer to our Privacy Policy for further information about personal information handling.

Respectful Communication

We believe everyone involved in a complaints process should be treated with dignity and respect.

We encourage respectful and constructive communication, including where people have different perspectives or disagree about a particular matter.

We aim to consider concerns without unfairly prejudging the people involved.

Concerns About Misconduct

Some matters may involve suspected fraud, serious misconduct, unlawful activity or other concerns that require a more formal reporting process.

National MSA Research maintains governance documents addressing ethical conduct and whistleblower reporting.

Whistleblower disclosures may be subject to specific legal requirements, protections and reporting arrangements.

A general feedback email may not be the appropriate reporting channel for every protected disclosure.

People considering making a whistleblower disclosure should refer to the organisation’s applicable whistleblower arrangements or seek independent advice where appropriate.

Privacy Complaints

If your concern relates to the way National MSA Research has collected, used, stored or disclosed your personal information, please identify it as a privacy matter when contacting us.

Privacy complaints may require consideration under applicable privacy laws and our Privacy Policy.

You may also have rights to raise a matter with an appropriate external regulator, depending on the circumstances.

Event Feedback

If you have attended a National MSA Research fundraising event, we welcome feedback about your experience.

Event-specific feedback helps us understand what worked well and where future activities may be improved.

Where an event feedback form is available, you may use that form to provide comments about the event.

Formal complaints or sensitive concerns should instead be directed to the appropriate organisational contact.

Accessibility and Communication Assistance

We want people to be able to contact National MSA Research without unnecessary barriers.

If you have difficulty accessing information on our website or communicating with our organisation, please let us know.

Where reasonably practicable, we will consider alternative ways of providing information or receiving feedback.

Your Feedback Helps Us Improve

Every comment, suggestion and concern provides an opportunity to reflect on our activities.

National MSA Research is committed to developing an organisation that reflects the values of compassion, integrity, transparency and respect.

We appreciate the time taken by people who share their experiences and help us improve.

Contact National MSA Research

For general feedback, concerns or complaints, please contact:

National MSA Research
Rare Neurological Disease Research Ltd
ABN: 55 681 229 032

Email: info@nationalmsaresearch.org.au
Website: www.nationalmsaresearch.org.au

Combatting MSA Together — With Respect, Transparency and Accountability.