We will make every reasonable effort to investigate all the relevant circumstances and information surrounding your complaint. The level of investigation will be determined by the seriousness and frequency of the complaint.
Our Chief of Retail and Supporter Experience or a senior manager delegated by him/her will normally make the decision on a complaint that has required investigation (that is not a minor complaint). Decisions on serious complaints may be referred to our Board.
We will communicate our decision on your complaint as soon as practical and in writing. However, where appropriate, such as in the case of a complaint from a community member in the field, we will also communicate our decision orally in their local language.
We will encourage you to respond and advise whether you are satisfied with our decision. If you are not satisfied, we are prepared to consider any additional information you can provide and to review our decision.
If we are unable to address your complaint, we will refer it to the Code Committee of the Australian Council for International Development (ACFID), the peak body for Australian non-government organisations involved in international development, of which we are a member.