CODE OF CONDUCT

Purpose

This Code of Conduct outlines the standards of behaviour expected from everyone involved in Out of the Woods Rescue Melbourne Ltd (OOTW), including board members, volunteers and contractors (collectively referred to as “Team Members”). It is designed to ensure we work together respectfully, ethically, and in the best interests of the animals and communities we serve.

Our goal is to foster a safe, inclusive, and compassionate environment where all Team Members feel empowered to carry out our mission: rescuing, rehabilitating, and rehoming animals in need.

This Code applies to all Team Members when representing the organisation, and in all public or online communications related to our mission.

OOTW expectations

All Team Members are expected to:

  • Act with integrity: be honest, transparent, and fair in all dealings
  • Promote kindness: treat animals and people with respect and compassion
  • Be accountable: take responsibility for actions and decisions
  • Uphold the law: follow all relevant legislation and regulations
  • Support our mission: make decisions and take actions that align with our values, vision and purpose.

Respect and inclusion

OOTW welcomes and celebrates diversity in our community and prides itself on offering a supportive environment for all. We actively strive to promote acceptance of all groups, and position ourselves as a leading organisation which tangibly practices and demonstrates the important part organisations play in acknowledging and welcoming marginalised groups, including Aboriginal and Torres Strait Islanders, the LGBTQI+ community, and people who come from disadvantage – those living with disability, injury and health conditions.

We are committed to a respectful and inclusive environment. Discrimination, bullying or harassment of any kind will not be tolerated. All Team Members should:

  • foster a culture of kindness and mutual respect
  • listen actively and communicate respectfully
  • embrace diversity and be mindful of different backgrounds, identities, and experiences.

Animal welfare

The wellbeing of animals is our highest priority. Team Members must:

  • handle all animals humanely and respectfully
  • report any mistreatment or concerns immediately
  • follow all health, safety and care protocols as outlined in our Foster Carer Handbook.

Conflicts of interest

Avoid personal, financial, or other interests that may conflict with your role. If unsure, disclose the situation to board member. Examples include:

  • personal gain from organisational resources or partnerships
  • undisclosed relationships with vendors or adopters
  • using organisational influence for personal benefit.

Use of resources

Our resources—including donations, equipment, and time—should be used responsibly and solely for the benefit of our mission. Misuse or unauthorised use is strictly prohibited.

Confidentiality

Protect sensitive information, including personal data and donor records. Do not share this information outside the organisation unless explicitly authorised.

Please refer to the OOTW Privacy Policy and the Volunteer Confidentiality Agreement (if applicable).

Public representation and media

Only authorised individuals may speak publicly or to the media on behalf of the organisation. Social media use should align with our mission and values.

Gifts and gratitude

Token gestures of appreciation (e.g., thank-you cards, treats) are acceptable. Team Members must not accept or offer gifts that could influence decisions or create a conflict of interest.

Health, safety and wellbeing

All Team Members are responsible for maintaining a safe environment—for people and animals. Follow safety protocols, report hazards, and look out for one another. If you need support, reach out.

Reporting concerns (Internal)

OOTW supports the right of every Team Member to lodge a complaint with a member of the Board if they believe a decision, behaviour or action affecting their volunteering is unfair.

We aim to resolve problems and complaints promptly and as close to the source as possible. OOTW’s Board will do their utmost to action complaints objectively, discretely and promptly.

Steps:

  • Team Member should try to resolve the problem as close to the source as possible. This can be informal and verbal. At this stage, every possible effort should be made to settle a complaint before the formal process starts. If the matter still can’t be resolved, the process continues and becomes formal.
  • To start the formal procedure, the complainant must describe the nature of their complaint in writing, with dates and as much detail as possible, including how they have already tried to settle the grievance.
  • The person(s) against whom the complaint is made will be given the full details of the allegation(s) against them. They will have the opportunity and a reasonable time to respond before the process continues.
  • If the complaint still can’t be resolved, the matter will be referred to the Board for consideration and a final decision. A complaint taken to this level must be in writing from the Team Member.

OOTW maintains an open-door policy, meaning that if the person receiving the complaint is the company Chairperson, then so be it – no one is exempt from their responsibility to others. Complaints will be treated seriously, respectfully and confidentially. We do not tolerate retaliation for raising concerns in good faith.

Complaints Procedure (External)

A complaint is an expression of dissatisfaction about OOTW regarding our Team Members or service. It may be formal in nature and explicitly reference the word complaint (for example, someone making a complaint about an adoption coordinator they dealt with), or it may be more subtle in nature (such as a vet clinic voicing their dissatisfaction with a process). It is important that both of these forms of complaints are taken seriously.

If you receive a complaint by phone, thank the complainant for bringing the matter to our attention. Listen to their complaint and take down as many details as possible, such as the time the phone call occurred and the particular details of the situation. Ensure you take down the name and contact details of the complainant so that we can let them know of a resolution. If you are unable to provide an immediate resolution, let them know that you will pass the matter on to the appropriate Team Member who will investigate the matter further.
If you receive a complaint by email, you are able to engage a Board member prior to replying should you need support. Otherwise, the email should be responded to as soon as possible (within no more than 24-hours). Thank the person for bringing the matter to our attention and either:

  • offer a resolution if you are in a position to do so
  • let them know that you have passed their email onto the relevant Team Member to investigate and respond.

If you receive a complaint, you must also provide the information and steps taken to the Director of Operations as soon as possible to be added to the ‘Out of the Woods Rescue Issue and Complaint Log’.

Accountability and consequences

Breaches of this Code may result in appropriate action, which in serious cases, dismissal from the organisation and volunteer duties.

Need support or guidance?

If you are unsure about any part of this Code or a specific situation, don’t hesitate to ask.

Contact your team lead, manager, or the board chairperson for guidance.

Approved by OOTW board: 12/06/2025
Policy last updated: June 2025