Complaints
Policy

Complaints Policy

At Orphans Without Borders, we are committed to maintaining the highest standards in all our activities. We value your feedback and take all complaints seriously as opportunities to improve our services and support.

Complaints Handling Process

Our Complaints Handling Process involves five key steps:

1. Receive

• All complaints will be logged in our complaints register. We will record the complaint and any supporting information, assigning a unique identifier to the complaint file.

• The record will document:

  • Contact information of the person making the complaint and the date received.

  • Issues raised by the complainant and the desired outcome.

  • Any other relevant information.

  • Any additional support the complainant may require.

• Complaints can be received via:

  • Phone: Call our Donor Care Team on (03) 9125 5300. Our phone lines are open Monday to Friday, 9am to 5pm. Outside of these hours, you can leave a message, and we will return your call within three working days.

  • Email: Send your complaint to info@orphanswithoutborders.org.au.

  • Mail: Write to us at Orphans Without Borders, 32 Lillee Crescent, Tullamarine, VIC 3043, Australia.
    

2. Acknowledge

• We will acknowledge receipt of your complaint promptly, within 5 working days. We aim to respond fully within 10 working days. In more complex cases where immediate resolution is not possible, we will provide updates as required.
  

3. Assess and Investigate

• After acknowledging the complaint, we will assess whether the issues raised are within our control. We will also consider the desired outcomes and determine how to address each issue.

• When managing a complaint, we will consider:

  • The seriousness, complexity, or urgency of the complaint.

  • Whether the complaint raises concerns about health and safety.

  • The impact on the complainant.

  • The risks involved if the resolution is delayed.

  • Whether resolution requires the involvement of other organizations
    

4. Determine Outcome

• Our goal is to resolve problems, correct mistakes, and address concerns to reach a fair and reasonable outcome. After investigating, we will inform you of:

  • The outcome of the complaint and any actions we have taken.

  • The reasons for our decision.

  • The resolution or remedy we have proposed or implemented.

  • Any options for review, such as an internal review or external appeal.
    

5. Close the Complaint

• The complaints register will record how the complaint was managed, including the outcome and any outstanding actions

• We will ensure that outcomes are properly implemented, monitored, and reported to senior management.

When We May Not Respond

In some cases, we may not be able to respond to a complaint, such as:

• The complaint is unrelated to our work or outside our control.

• The complaint is abusive, offensive, or harassing.

• The same complaint has already been addressed with no new issues raised.

Escalation

If you are not satisfied with our response, we will provide you with information on how to escalate your complaint to relevant external bodies.

Our Commitment

We are dedicated to resolving complaints promptly and fairly. Your feedback is essential to our continuous improvement, and we appreciate your help in making Orphans Without Borders a better organization.