Grievance Policy
By using our website or working with Katapult Design, you agree to the terms of this Grievance Policy.
If you have questions, requests, or concerns about a grievance, please contact:
Katapult Group Pty Ltd
Byron Bay
Bundjalung Country
Habitat
40 Parkes Avenue
Byron Bay, NSW 2481
Australia
Sydney
Gadigal Country
The Commons
20-40 Meagher Street
Chippendale, NSW 2008
Australia
Melbourne
Wurundjeri Woi
Wurrung Country
145 Little Smith Street
Fitzroy, VIC 3065
Australia
Last updated: 18/12/2025
Purpose
Katapult Design is committed to operating with integrity, transparency, and accountability. This Grievance & Complaints Policy provides a clear and accessible mechanism for any stakeholder to raise concerns, lodge complaints, or seek remediation related to our operations, conduct, services, or relationships.
This policy ensures grievances are managed consistently, fairly, and promptly, and that individuals raising issues are protected from retaliation.
Scope
This policy applies to:
Clients and prospective clients
Suppliers and contractors
Community members
Katapult Design team members
Any external stakeholder who interacts with our business
Grievances may relate to:
Ethical concerns
Human rights or environmental issues
Social impact concerns
Project conduct or outputs
Behaviour of staff
Misalignment with Katapult’s values
Concerns regarding our engagement with controversial industries
How to Raise a Grievance
Katapult provides multiple accessible channels for raising a grievance:
3.1 Online Grievance Submission
A dedicated grievance form is available on our website: katapultdesign.com.au/stakeholderfeedback
3.2 Email Contact
Stakeholders may contact: concerns@katapultdesign.com.au
3.3 Phone Contact
Grievances may be raised verbally to any senior team member or directly to the Leadership Team.
3.4 Worker Voice Channels
Internal staff may raise issues via:
Direct manager
Leadership Team
Anonymous internal reporting form
HR representative
“Speak Up” sessions
3.5 Contractual & Formal Processes
Where applicable, grievance clauses in client or supplier contracts can be activated as part of this mechanism.
What Constitutes an Acceptable Grievance
Stakeholders may submit grievances relating to:
Ethical concerns or harmful impacts
Potential contribution to negative impacts in controversial industries (as defined by B Lab)
Customer service or project delivery issues
Misconduct, unsafe practices or breaches of policy
Environmental or social concerns
Workplace behaviour (for staff)
Retaliation or fear of retaliation
Grievances not accepted (e.g., malicious, unfounded, or outside our operational control) will be responded to with an explanation.
Grievance Process & Timeframes
Katapult provides clear steps and deadlines for handling grievances:
Step 1 – Acknowledgement (within 5 business days)
We confirm receipt and outline:
Whether the grievance is accepted
The review process
Who will manage it (only those who need to know)
Step 2 – Assessment (within 10–20 business days)
We:
Review all documentation
Meet with the stakeholder (if applicable)
Collect internal information
Consult external advisors if required
Consider risks and potential impacts
Step 3 – Resolution Proposal
We provide:
Our findings
Proposed actions or remedies
A timeframe for implementation
OR
A clear rationale if the grievance is not accepted
Step 4 – Implementation & Close-Out
We:
Carry out agreed actions
Confirm resolution with the stakeholder
Document the outcome
Step 5 – Appeal (optional)
Stakeholders may request a secondary review by Katapult’s CEO or an independent third party
Confidentiality & Non-Retaliation
Katapult protects all individuals who raise grievances from any form of retaliation.
We commit to:
Maintaining confidentiality to the extent possible
Seeking consent before sharing information
Limiting disclosure strictly to those who need to be involved
Taking disciplinary action for breaches of confidentiality
Ensuring no stakeholder experiences disadvantage, bullying, or loss of opportunity for raising a grievance
Internal and external whistleblowers are explicitly protected.
This policy is supported by our separate Whistleblower Protection Policy (provided as a companion document).
Documentation, Monitoring & Continuous Improvement
Katapult will:
Maintain secure records of grievances, outcomes, and any remediation
Report trends to the Leadership Team quarterly
Review this policy annually
Provide training for relevant staff handling grievances
Accessibility & Transparency
This policy and associated grievance channels are publicly available on the Katapult website.
We may also include links to this mechanism in:
Supplier agreements
Client onboarding materials
Employee handbooks
Community and project engagement documents
Commitment Statement
Katapult Design is committed to responsible, ethical and socially conscious design practice. We take stakeholder concerns seriously and provide transparent, respectful and timely processes for resolving grievances, particularly where our work intersects with sensitive or controversial industries.
Supporting this mechanism is essential to ensuring our work contributes positively to people and planet.