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Governance
Governance Commitment
- 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 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 Annual and Financial Reports.
Advocacy work undertaken with State and Federal governments is key to help us realise the much-needed changes in day-to-day life for our Clients.
GDN supports the Australian Charities and Not-for-profits Commission’s (ACNC) guidelines, stating: “A charity can promote or oppose a change to any matter of law, policy or practice, if the change would further or oppose a charitable purpose. The law, policy or practice being promoted or opposed can be in anywhere in Australia or overseas.”
Advocacy must further or aid a charitable purpose or advance public debate, which informs the public and policymakers. GDN undertakes advocacy consistent with the rule of law and the established system of government.
Reporting our results
Each year, the Guide Dogs NSW/ACT Annual Report summarises our work in the community over the previous financial year. It features commentary from key personnel, facts and figures, and outlines the positive impact we’ve been able to achieve.
If you require a braille or audio version of an Annual Report listed below, then please contact our Marketing Team on (02) 9412 9300.
2025
2025 Annual Report
2024
2024 Annual Report
2023
2023 Annual Report
2022
2022 Annual Report
Download 2022 Annual Review PDF Summary
2021
2021 Annual Report
Download 2021 Annual Report PDF Summary
2020
2020 Annual Report
Download 2020 Annual Report PDF Summary
2019
2019 Annual Report
2018
2018 Annual Report
2017
2017 Annual Report
2016
2016 Annual Report
2015
2015 Annual Report
2014
2014 Annual Report
Download 2014 report
2013
2013 Annual Report
Archive Annual Reports:
Our Board.
The Guide Dogs NSW/ACT Board consists of up to nine 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 two subcommittees:
- Finance, Audit and Risk Management
- Nomination, Remuneration and Culture
View our Board Member Profiles
Governance Charters
- Board Charter
- Finance, Audit and Risk Management Committee Charter
- Nomination, Remuneration and Culture Committee Charter
- Code of Conduct
- Corporate Governance Statement
- Environmental, Social and Governance Statement
- Customer Advisory Panel Charter
- Whistleblowing Policy
- Privacy Policy
- Conflict of Interest Policy
Executive Leadership Team.
Our Executive Leadership team is comprised of seven key positions.
The Executive 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. Executive Leadership team positions include:
- Chief Executive Officer
- Chief Transformation Officer
- Chief Services Officer
- Chief Marketing and Philanthropy Officer
- Chief Financial Officer
- Chief People Officer
- Executive Assistant to the CEO
View our Leadership Team Profiles.
Our Customer Advisory Panel (CAP)
The Customer Advisory Panel (formerly the Client Advisory Committee) was launched in 2019 as a pilot and transitioned to the existing format mid 2020.
It is comprised of up to eight members and also includes a representative of the Guide Dogs NSW/ACT Board:
Steve Fox,
Dianne Walker,
John Barlow,
Rosanna Liang,
Nicholas Parsons,
Mark Scofield,
Harrison Kirkwood,
Janine Evans, and
Jacqui Jones (Board representative)
Sarah Hirst is the CAP Lived-experience co-ordinator.
The CAP is considered a key stakeholder to ensure that Guide Dogs NSW/ACT collects meaningful customer input into strategic and operational plans.
The CAP brings important customer perspectives to our planning and continuous improvement work, as well as helping us to explore and enhance existing strong connections with local communities. It plays a key role in reviewing updates to existing services, and advising on the co-design of potential new services.
The CAP was 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.
Reflecting our diverse customer base, members of the CAP come from a range of backgrounds, age groups and locations. Their lived experience of disability contributes a wealth of knowledge to the organisation, and Guide Dogs values their contributions as experts in their personal experience of vision impairment. Members have experience with a range of approaches to orientation and mobility, including Guide Dogs, White Canes and use of Assistive Technology. They also use different sources of funding to access our services, including NDIS, My Aged Care and donor funding.
Please contact us at gdncap@guidedogs.com.au for more information.
Our Members
At Guide Dogs NSW/ACT our members form an important part of our charity.
They are entitled to know how a charity is acting and how it is using its resources (finances and assets). It’s important that they understand the charity’s operations which in turn allows them to raise any questions or concerns that they may have about the way it is run.
About our members
They are entitled to know how a charity is acting and how it is using its resources (finances and assets). It’s important that they understand the charity’s operations which in turn allows them to raise any questions or concerns that they may have about the way it is run. Being accountable includes letting members know about the charity’s activities and what the results are of those activities.
To keep our members informed we:
- hold an Annual General Meeting with opportunities for members to ask questions and vote on resolutions
- provide information to members on the charity’s activities and finances, through access to the Annual Report as well as the Directors Report and Financial Statements
- have clear processes for appointing Responsible People (such as board or committee members) set out in the governing document/constitution
- provide specific member communications
Should you wish to become a member of GDN the membership application process is as follows below.
Apply to become a member
Should you wish to become a member of GDN the membership application process is as follows:
- Review the Constitution and familiarise yourself with the terms of membership (Clause 6).
- Complete the application form and return it to company.secretary@guidedogs.com.au
- The Board will consider your individual application on its own merits at the next available Board meeting.
- You will be advised whether or not your application has been successful in accordance with the constitution.
- Should your application be successful your membership payment will be processed and you will be added to the Members Register.
Page 2 of the application form requests that two members propose and second your application. This may be completed by the Board when reviewing your application (as they are duly appointed members) or by any member that you know personally and that is happy to support your application.
It is important to note that, amongst Guide Dogs members, there are many stakeholder groups including (but not limited to) Clients, donors, volunteers and the Board.
Each member must act in the best interests of the company at all times and may be called upon to contribute to discussions impacting the organisation outside of the General Meetings. Should there be any issue that is flagged for the members consideration that raises a concern in terms of personal conflict, they are expected to raise this with the Company Secretary who will work through the position to ensure fair and equitable treatment.
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 or call 0466 306 827
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
- 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.