Governance

A yellow labrador dog standing outside on a lead looking at the camera with an open mouth.

Governance Commitment

Guide Dogs NSW/ACT is governed in accordance with:

  • the Corporations Act 2001
  • the Guide Dogs NSW/ACT Constitution
  • the Australian Charities and Not-for-profits Commission Act 2012
  • the Charities Act 1978
  • the Charitable Fundraising Act 1991
  • the Charitable Fundraising Regulations 2015

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 eleven 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 Annual and Financial Reports are available here.

Our Board

The Guide Dogs NSW/ACT Board consists of up to eleven directors.

The Guide Dogs NSW/ACT Board consists of up to eleven directors. The Board is responsible for the development of our organisational strategic directions, monitoring organisational performance, and overseeing organisational governance and risk requirements. The Board operates three subcommittees:

  • Finance, Audit and Risk Management
  • Nomination, Remuneration and Culture
  • Corporate Governance

View our Board Member Profiles

 

A handler crossing the street with a black labrador Guide Dog in harness. The image is taken from the waist down of the person and the dog is looking to the left of the camera.

Senior Leadership Team

Our Senior Leadership team is comprised of nine key positions.

The Senior Leadership team is responsible for implementing the overarching organisational strategy set by the Board. The team ensures that performance goals are met and that our work and programs are undertaken efficiently, effectively and sustainably. Key Leadership Team positions include:

  • Chief Executive Officer
  • Head of Services
  • Head of People & Culture
  • Head of Marketing & Communications
  • Head of Fundraising and Insights
  • Head of Strategy
  • Chief Financial Officer
  • Head of Canine and Supply Chain Services

View our Leadership Team Profiles.

Guide Dogs New South Wales Chief Executive Officer, Dale Cleaver. Dale is seated next to a yellow labrador dog. Dale and the dog are both looking at the camera and Dale is smiling.

Consumer Advisory Panel

Customer Advisory Panel (CAP) in its new format was established in August 2020.

The members are:

  • Neil Mackay (Chair),
  • Steve Fox,
  • Bruce McCallister,
  • Melinda Savvides,
  • Patrick Slattery,
  • Sarah Hirst,
  • Mark Scofield,
  • Harrison Kirkwood,
  • James Bevan
  • Janine Evans and
  • Jacqui Jones (Board representative)

The purpose of the CAP is to ensure Guide Dogs NSW/ACT have meaningful client input into strategic and operational plans as well as to build strong connections with local communities.

The Panel will bring important client perspectives to our planning and continuous improvement work, playing a key role in reviewing existing services, and advising on the co-design of potential new services.
The CAP has been established following a review of the previous Regional Advisory Committees, undertaken late 2019. The review led to 14 recommendations including combining existing country and metropolitan Regional Advisory Committees to better facilitate the exchange of views across regions and streamline operational processes and costs.

Members of the CAP come from a range of backgrounds, age groups and locations, and bring a variety of experiences and perspectives. The Panel members have experience with a range of approaches to orientation and mobility, including Guide Dogs, White Canes and Assistive Technology use. They bring a range of experiences with different sources of funding such as NDIS, My Aged Care and donor funding.
One of the first tasks of the Panel is to develop a program for the next twelve months. A key priority will be to find creative ways for staff to engage with Panel members and build mutual understanding of how each contributes to our organisation’s continuous improvement.

Please contact Linzi Coyle (Customer Service Manager) for more information on 02 9195 6121.

The Council meets a maximum of 10 times annually. Members are selected to:

  • act as an ambassador for Guide Dogs and represent the organisation where appropriate.
  • provide advice to the Board and the Executive on its strategy and operations based on their expertise and experience, and to provide independent advice to the Board and Executive on governance issues including services to clients based on member’s own insights and experiences.

Client Feedback

Client Feedback

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

Two ladies walk together

General Feedback and Complaints

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.

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