The Catalpa Handbook
  • The Catalpa Handbook
    • Handbook guidelines
  • 1. ABOUT CATALPA
    • 1.1 About Catalpa
    • 1.2 Vision, Values and Strategic Plan 2022
    • 1.3 Governance at Catalpa
    • 1.4 Organisational structure of Catalpa
    • 1.5 Our projects and key contacts for each
    • 1.6 Our key products
      • Bero
        • Content
          • Exams
          • Targeting Content to Users
            • Resizing images for Bero
        • Design
        • Requirements
        • Theming
      • Gathr
      • Openly
  • 2. OUR PEOPLE AND HOW WE WORK
    • 2.1 How we work and the tools we use
      • Google Drive
      • Trello
      • Github
      • InVision
    • 2.2 Communicating internally
      • All Hands Stand-up (weekly / Mondays)
      • Tutorial Tuesdays
      • Show & Tell
      • Guide to Slack
      • Team meetings
      • Other Events
    • 2.3 Mission Driven Teams
    • 2.4 Recruitment and Onboarding
      • Hiring Guidelines
    • 2.5 How we support our people to thrive
      • Onboarding a new hire
        • Onboarding Trello
        • Onboarding buddy guide
        • 30/60/90 Day Plan
      • Goal Setting
      • Regular work/task based 1X1's
      • Quarterly Catch Up's
      • Feedback
      • Managers - Managing Underperformance
    • 2.6 Offboarding
    • 2.7 Leave and public holidays
      • Leave
      • Public Holidays
    • 2.8 Supporting our Mental Health
    • 2.9 Working from home & remotely
    • 3.0. Learning & Development Allowance
  • Page
  • 3. EXTERNAL COMMUNICATIONS
    • 3.1 Guide to Communication
      • Describing Catalpa
      • Guide to photography
      • Guide to social media
      • Writing: style guide
      • Writing: grammar
    • 3.2 Procedures for the collection, storage and use of stories, photos and video
    • 3.3 External Complaints and Feedback Policy
  • 4. PARTNERSHIP AND GROWTH INCLUDING BUSINESS DEVELOPMENT
    • 4.1 Introduction / overview
    • 4.2 Pre-bid stage including networking and partnering
      • Networking
      • Positioning for priority bids
      • Tracking bid opportunities
      • Partnering
        • Partnership brokering
        • Due diligence of downstream partners /subcontracting agencies
        • Pre-bid agreements
    • 4.3 Go / No Go
      • Go / No Go meetings
      • Selection criteria and guidelines
    • 4.4 Tender planning and preparation
      • Project planning and design pre-submission
      • Key templates and links for bid planning and preparation
      • Bid Writing - full proposal or concept note
        • How to appoint an external bid writer
        • Key templates
        • Commonly required building blocks / required materials for tenders
        • Guides
    • 4.5 After a bid has been submitted
  • 5. PROJECT AND PRODUCT CYCLE MANAGEMENT
    • 5.1 Introduction
    • 5.2 Planning and pre-submission design
      • 5.2.1 Monitoring, Evaluation & Learning
        • Project-level M&E
        • Catalpa's organisational approach to MEL
      • 5.2.2 Risk Management
      • 5.2.3 Cross-cutting issues in projects
        • Gender equality
        • Disability inclusion
    • 5.3 Mobilising a new project
      • Handover from BD team to PM team
      • Program Summary Document
      • Team Kickoff Meeting
      • Team Charter
    • 5.4 Post-contract implementation
      • Stage 1 - Learn: Design and Discovery
        • Human Centred Design
        • Our Tools
        • Creating a product
      • Stage 2: Create and Ideate
        • Our model
        • Agile Project Management
          • Getting started
          • Product design and development phases
            • 0. Contracting
            • 1. Learn
              • 1.1. Prepare
              • 1.2. Discovery
              • 1.3 Empathise
            • 2. Create
              • 2.1 Ideate
              • 2.2 Implement
            • 3. Refine
            • 4. Evaluate
          • Product Roadmap
          • Defining releases
          • Create the solution
          • Make a global plan
          • User Stories
          • Prototyping
          • Incremental development
          • UX & UI
          • Conducting tests
      • Stage 3: Refine and Release
        • Introduction and overview
        • Data privacy on a project basis
        • How-tos
          • Retrospective
        • Scrum methodology
          • Daily standup
          • Sprints
          • Sprint prep
          • Sprint meeting
        • Release
          • Epics
          • Epic selection
          • Epic planning
          • Product Q&A, deployment and implementation
          • Make it available
          • Delivery
      • Stage 4: Evaluate
        • Define the maintenance support plan and team
        • Customer support
        • Ongoing user data collection and analysis
      • Glossary of Terms
    • 5.5 Project close-out
      • Product transition and handover
      • Transition to governmen
      • SMA
      • Licenses / handover documents
      • Migrating to Gov owned data-center or cloud hosting
  • 6. POLICIES AND PROCEDURES
    • 6.1 Register of policies and compliance
    • 6.2 Policy Development Procedure
    • 6.3 Code of Conduct
    • 6.4 Data Privacy & Storage Policy
    • 6.5 Human Resources Policies
      • Breastfeeding and Work Policy
      • Occupational Health and Safety Policy
      • Domestic and Family Violence Policy
      • Gender Equality Policy
      • Disability & Discrimination Policy
      • Use of Catalpa Vehicles Policy - PNG
      • Anti-Bullying, Harassment and Discrimination Policy
    • 6.6 Safeguarding Policies, Templates and Training
      • Child Safeguarding Policy
      • Prevention of Sexual Exploitation, Assault and Harassment Policy (PSEAH)
      • Safeguarding templates
      • Safeguarding training
      • Safeguarding procedure for collecting, storing and using images / stories
    • 6.7 Financial and Asset Management
      • Fraud & Corruption Policy
      • Vehicle Use
    • 6.8 Complaints and Feedback
      • Internal Complaints and Feedback Policy
      • External Complaints and Feedback Policy
      • Whistleblower Policy
    • 6.9 Contract Development Procedure
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  1. 3. EXTERNAL COMMUNICATIONS

3.3 External Complaints and Feedback Policy

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Last updated 8 months ago

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The Policy for guiding any stakeholders or beneficiaries or people outside of Catalpa to raise a complaint or feedback is here:

https://handbook.catalpa.io/the-catalpa-handbook/policies/6.8-complaints-and-feedback/external-complaints-and-feedback-policy