How we operate.

Our Governance Commitment.

Guide Dogs NSW/ACT is governed in accordance with the following.

• the Corporations Act 2001
• the Guide Dogs NSW/ACT Constitution(opens in new tab)
• the Australian Charities and Not-for-profits Commission Act 2012
• the Charities Act 1978
• the Charitable Fundraising Act 1991
• the Charitable Fundraising Regulations 2021

The Board, in undertaking its role in representing Guide Dogs NSW/ACT Members, and in promoting and protecting Guide Dogs NSW/ACT is committed to:

• Better practice standards of governance.
• Overseeing and monitoring our business using due care and diligence to ensure our long term reputation and financial sustainability, and our vision is achieved.
• Acting in good faith, with honesty and integrity, and in the best interests of our Members, clients, staff, volunteers and other stakeholders.

The Board is comprised of up to nine unpaid non-executive directors. Each member is elected by the Members or co-opted to fill casual vacancies. The CEO is not a Board member.

Board Committees have been established to cover the key areas of our business. Each Committee focuses on specific tasks and programs being undertaken by Management, aligned to our Strategy.

Our Governance Charters.

• Board Charter(opens in new tab)
• Finance, Audit and Risk Management Committee Charter(opens in new tab)
• Nomination, Remuneration and Culture Committee Charter(opens in new tab)
• Code of Conduct(opens in new tab)
• Corporate Governance Statement(opens in new tab)
• Environmental, Social and Governance Statement(opens in new tab)
• Customer Advisory Panel Charter(opens in new tab)
• Whistleblowing Policy(opens in new tab) and Whistleblowing Procedure.(opens in new tab)
• Privacy Policy
• Conflict of Interest Policy(opens in new tab)

Client Feedback.

Your feedback is important.

We collate feedback throughout the year in various ways as well as conducting our regular Customer Advisory Panel meetings. If you would like to provide feedback you can do so by:

• Completing our Monthly NPS Survey after you have received services from Guide Dogs NSW/ACT. If you have not received this survey, you can call our Customer Service team on 9412 9300 to update your details to receive the survey.
• Reach out to our Feedback Officer via email feedback@guidedogs.com.au

General Feedback and Complaints.

Guide Dogs NSW/ACT (GDN) encourages and welcomes all feedback, including complaints. We recognise the value of feedback in supporting continuous improvement and strengthening stakeholder relationships. GDN has a “No Wrong Door” approach to receiving complaints and upholds the rights of individuals to raise complaints without fear of retribution.

You can provide feedback by:

• Completing our online Feedback Form
• Calling us on 02 9412 9300
• Emailing feedback@guidedogs.com.au so our Feedback Assistant can lodge feedback for you
• Speaking directly with a Specialist or staff member
• Taking part in regular surveys

Whichever way you choose, your feedback will be acknowledged and recorded in our Feedback Register.

You can read our full policy here(opens in new tab).