You can make a Complaint in the following ways:
- Via our online Complaints form
- By phone on 13 32 40 (9am-5pm AEST/AEDT Monday-Friday)
- Via email at firstname.lastname@example.org
- Via online chat (9am-5pm AEST/AEDT Monday-Friday)
- Via post: GPO Box 9944, Melbourne, VIC 3001
- In person: 1 Vision Drive, Burwood East, VIC 3151
Where Complaints are received verbally, we will ensure our write up of the Complaint contains all the information you wish to provide.
Complaints received at public events, retail sites and/or via social media will be referred to our online Complaints form and the World Vision Australia Contact Centre on 13 32 40 (9am-5pm AEST/AEDT Monday-Friday) to ensure that your Complaint is handled by the appropriate team.
We recognise that in some circumstances Complainants may wish to remain anonymous. Because such Complaints can alert us to problems that need fixing, we will accept them though it may not be possible to provide a remedy to the individual concerned.
Complaints from World Vision Australia’s international and domestic field programs can initially be directed to the World Vision National Office and/or to the local or World Vision International website, which includes the Ethics Point website and the World Vision International Integrity and Protection Hotline
. This is a confidential, password enabled system for Complaints and follow-up that is escalated globally to the appropriate office, including World Vision Australia.
We are a signatory to the Australian Council for International Development (ACFID) Code of Conduct. Complaints relating to an alleged breach of ACFID Code of Conduct by WVA may be made directly to the ACFID Code of Conduct Committee.
We are also a member of the Fundraising Institute of Australia (FIA) and subscribe to the FIA Code. Complaints relating to an alleged breach of the FIA Code may be made directly and anonymously to the FIA at: Complaints - Fundraising Institute Australia