Anglican Aid  invites feedback from our supporters, and others interested in international development issues.  Supporters are also invited to provide feedback or raise any issues about the Overseas Ministry Fund or Overseas Development Fund. Feedback and responding to complaints are important ways for  Anglican Aid to improve our performance and  accountablility to  supporters and the public.

If you have any queries about our work or would like to make a complaint, please feel free to phone, write or email us. Complaints can also be made in person. 

Anglican Aid's Director will ensure any feedback or complaints are acknowledged and either resolved or referred for review of policy or practice.

Anglican Aid's contact details are as follows:

Freecall number: 1800 653 903
Email : enquiries@anglicanaid.org.au
Address: Level 2, St Andrew's House, 464 Kent Street, Sydney NSW 2000
ABN: 59 792 865 372 (ODF) 94 609 182 072 (OMF) 28 525 237 517 (CCF)

 

Feedback and Complaints Handling Policy

Purpose

The purpose of this policy is to provide guidelines for dealing with complaints and internal reporting of complaint handling.

Scope

This policy applies to all relevant Anglican Aid employees (permanent, temporary, casual, contractors and volunteers) and our in-country partners as a minimum standard. Issues of staff grievances are dealt with in a separate policy.

Complaints may be made by any community member.

Definitions

Term   Description
     
Complaint   A complaint is an expression of dissatisfaction made to Anglican Aid  related to its service. A complaint may also be about the complaint handling process itself for which a response or resolution is explicitly or implicitly expected. 
     
Complainant   A person, organisation or its representative, making a complaint.
     
Community  

Refers to: 
- People who are in direct receipt of a service provided, by Anglican Aid partners in Australia or  overseas
- Carers, family and friends of a person receiving a service
- The Australian Public
- A statutory or regulatory body
- Donors
- Anglican Aid staff and volunteers
- Citizens of the countries in which our in-country partners

     
Concern - does not meet the definition of a complaint   Relates to a question regarding how an organisation or its partners have provided a service, however a response is not required. A response may not be provided.
     
Feedback   Opinions, comments, suggestions and expressions of interest that can be positive or negative regarding Anglican Aid.
     
Outcome   The resolution of a complaint. The resolution may or may not meet the expectations or requirements of the complainant. The outcome should be fair and just, and in line with this policy.

Policy Statement

As an institution based on a Biblical foundation, Anglican Aid recognises that it is imperfect and from time to time errors will occur. We value honesty through feedback from community members. When we fail people our response is that which Jesus commands,  that is to seek forgiveness. This will be done by acknowledging our errors and apologising to those who have brought these to our attention. Anglican Aid will respond as commanded by Jesus, by accepting feedback and complainst with humility (Phil 2:3).

The ‘right to redress’ is a basic Biblical truth. An important part of a complete accountability framework is the ability for community members to report or lodge a complaint about conduct that breaches Anglican Aid’s promises. This dimension of accountability enables community members to hold Anglican Aid to account for its actions or decisions by providing a process where these can be queried and a response obtained. However, this type of accountability is only as effective as Anglican Aid’s commitment to learning from the complaint and the robustness of both the process and its accessibility.

The policy aims to fulfil the following:

  • To deal with complaints in a timely manner
  • To provide the highest quality of service to our community
  • To use the feedback obtained from complaints raised to identify areas of improvement
  • To use the opportunity that an issue raises to enhance the relationship with our community.

Review

In order to ensure that this policy continues to be effective and applicable, the procedure will be reviewed after three years. Conditions which might warrant a review of the procedure on a more frequent basis would include:

  • Employee or management concern
  • Changes to legislation
  • Changes to ACFID/AusAID requirements

Following completion of any review, the policy will be revised/updated to correct any deficiencies if required and approved by the Anglican Aid Board. Any changes to the policy will be communicated to staff and partners.

Procedures

1. How complaints will be received

Complaints may be received in the following formats:

  • Telephone
  • Letter
  • Facsimile
  • Email
  • In person
  • Any format deemed culturally appropriate within an in-country partner’s context.

Once a complaint is received, no matter the nature or relevance of the complaint, all reasonable steps will be taken to ensure the gathering of all necessary information for the ultimate resolution of the complaint.

Publicising our Policy

Anglican Aid’s website will display the value we place on receiving feedback and complaints, and how to make a complaint or provide feedback. In addition to this, a safe and discreet contact point in Australia will be provided as well as an invitation to request to read our complaints policy in full. The designated contact point is:

Donor Relations Manager, Anglican Aid, PO Box Q190, QVB Post Office NSW 1230

Email: enquiries@anglicanaid.org.au

Phone: +61 (0)2 9284 1406

Anglican Aid’s in-country partners are responsible for raising awareness of their own complaints procedure and inviting people to provide feedback or make a complaint . They should ensure complaints can be made by taking account of cultural and gender sensitivities. Where literacy is a constraint our partners should invite oral expressions of concern and complaints. Anglican Aid will review in-country partners’ processes by email or during a field visit.

Educating our Staff and Partners on our Complaints policy

All Anglican Aid staff will be familiarised with this policy as a part of induction programs.  Personnel directly involved in complaint handling will be trained to implement it fully.

All in-country partners will be provided with this policy and all transfer of funds to partners will be covered by a signed agreement which require partners to commit to implementing this policy.

Resolution of Complaints

The process to be followed for the resolution of complaints is as follows:

1. The member of staff receiving the complaint is empowered in the first instance to deal with the complaint and enact any steps to resolve the complaint at the initial point of contact

2. If the complaint is unable to be resolved at this first point of contact then an acknowledgement of the complaint will be provided to the complainant within 5 days of the complaint having been received providing the complaint has provided contact details.

3. If the complaint cannot be resolved or a solution enacted at the first point of contact then the complaint is to be referred to the Operations Manager of Anglican Aid.

4. The  Operations Manager is directly responsible for ensuring the resolution of the issue either directly or by delegation to an authorised staff member.

5. If a complaint is raised and has not been resolved to the satisfaction of the stakeholder then the matter will be forwarded to the CEO for review and determination on the next steps.

- Confidentiality and Communication

All information gathered will be treated with the strictest confidentiality. Any sharing of information will only be made with the permission of the parties involved
Anglican Aid undertakes to keep all parties informed of the actions being taken and the progress of the complaint, providing the complaint has provided contact details. 
Anglican Aid undertakes to complete any investigation and enact any remedial actions within thirty days.

- Third Parties

If a complainant believes Anglican Aid has breached the ACFID Code of Conduct and has not satisfactorily resolved his/her complaint the complainant can be advised to report the complaint to ACFID.

Australian Council for International Development (ACFID)

Web Link: http://www.acfid.asn.au/code-of-conduct

Telephone: Code Management Team + 61 2 6281 9222

Anglican Aid will register all complaints.  We will ensure that the following information is contained in written complaints and if not, and in the case of oral complaints, record this information ourselves:

  • date of receipt
  • a description of the complaint and relevant supporting data;
  • the requested remedy;
  • the service(s) and/or good(s) and/or practice or procedure complained about;
  • the due date for a response;
  • immediate action taken (if any) to resolve the complaint

All complaints will be reported to the governing board. Minor complaints will be reported in summary form.  Major complaints will be reported in detail.

A report on complaints will be presented to the Board in May each year.

Anglican Aid’s partners will report on complaints or feedback they have received on a quarterly basis.

Related documents

- ACFID Code of Conduct - Guidelines for the Development of a Complaints Policy
- Complaints Log Form