Complaints

Complaints Statement

  • This Complaints Statement (CS) is intended to ensure YourAid and its in-country partner, BLCP where programs are being undertaken can be held accountable for its actions and behaviours, and to ensure that complaints are handled fairly, efficiently and effectively.

  • YourAid is committed to ensuring the accessibility of its CS, procedures and systems for making a complaint, across the breadth of our work.

  • YourAid strives to uphold the highest standards of excellence in all that it does but recognises that this cannot always be the case. When we make a mistake, we want and need to be informed. We will use the information to endeavour to put things right and to help us to become more effective.

  • This CS should be read in conjunction with related YourAid procedures and guidance notes.

Scope

  • This CS covers YourAid, country programs coordinated directly by YourAid, and programs funded by YourAid but implemented by another YourAid member which in this case, currently is confined to only BLCP, Cambodia.

  • This CS applies to all YourAid representatives (paid and volunteers), governing body members, partners, contractors, and any other entity receiving or managing complaints from the public and supporters made to or about us, beneficiaries and partners in the country programs where we work.

  • This CS applies to all types of complaints regarding our programs, communications, fundraising, services and staff, as well as any complaints relating to this policy.

  • For a complaint to fall within the scope of this policy, it needs to relate to an action for which YourAid is responsible or is within our sphere of influence.

  • Complaints related to breaches by YourAid staff and representatives can be filed on the basis of this CS. Depending on the nature and seriousness of the complaint, specific procedures will apply which outlines the process for investigating and managing the complaint. Relevant procedures include those listed on other governing policies of either YourAid or BLCP where relevant.

  • Details on investigation procedures for different types of complaints can be found in the YourAid Complaints Procedure, or relevant Country Program Complaints Procedure.

Definitions

  • A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action by YourAid or its staff, volunteers or anybody directly involved in the delivery of our work. It is a criticism that implicitly or explicitly expects a response or is legally required.

Complaints can be about any of the following issues (not an exhaustive list):

  • Exploitation or abuse of children, vulnerable adults or any other person

  • Misuse of funds or fraud (including terror financing)

  • Misconduct (including sexual exploitation, abuse, and harassment) by an individual involved in the work of YourAid, including employees, volunteers, and contractors of YourAid, and partner organisations or other stakeholders

  • Concern from someone with whom we work about the quality of program delivery

  • Concern from a member of the public or supporter about a particular fundraising approach or campaign

A complaint is not:

  • A general query or feedback about YourAid’s work

  • A request for information

  • A contractual dispute

  • A request to amend records e.g. to correct an address, cancel a donation

  • A request to unsubscribe from a YourAid ‘service’ e.g. a newsletter or email.

A complainant is a person or entity who has made a complaint or requested someone else to make a complaint on their behalf. A complainant can be any supporter, partner organisation, community or individual with whom we work or any member of the public whether an individual, company or other entity in Australia or anywhere else in the world.

Principles 

  • Accountability. YourAid holds itself fully accountable for all actions, programs and staff behaviour related to our organisation. We are committed to providing safe channels for stakeholders who feel we may have failed in upholding the high standards we hold ourselves accountable to as an organisation. We value the opportunity to be able to restore confidence in us and for us to learn from any mistakes.

  • Accessibility. YourAid commits to making this CS easily accessible to the public, our staff and representatives, our partners, and in the communities where we work. Complainants should be able to make a complaint through a variety of channels as we are committed to making communication with us as easy as possible.

  • Responsiveness. YourAid commits to acknowledge and resolve complaints within a reasonable timeframe. In the event that a complaint cannot be resolved within the timeframe indicated in the acknowledgement of the complaint, the complainant will be informed about the progress made to date and when they can expect the complaint to be resolved. We will assess and prioritise complaints in accordance with the urgency and /or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and escalated appropriately.

  • Confidentiality. We will protect the identity of people making complaints where this is practical and appropriate. We respect the needs of complainants who wishes to remain anonymous and personal information that identifies individuals will only be disclosed or used by us as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations. Confidentiality also applies to any sensitive verbal or written information recorded in the course of the complaint handling process.

  • People-centred approach: The interests of participants/beneficiaries, partners and other stakeholders are foremost in our approach to complaints handling. We are committed to ensuring that the most disadvantaged and vulnerable people can exercise their right to file a complaint. We will take into account cultural and gender sensitivities to ensure that complaints are handled appropriately.

  • Right to appeal: Complainants who have launched a well-founded complaint and who are unsatisfied with YourAid ’s response to that complaint have the right to appeal. If the complainant is unsatisfied with the outcome of the internal appeal, there is the option of contacting the ACNC.

  • Mutual Respect: YourAid will address each complaint with integrity and in an equitable, objective and unbiased manner. We are committed to being accessible and responsive to all people who approach us with complaints. At the same time our success depends on:

    • our ability to do our work and perform our functions in the most effective and efficient way possible

    • the health, safety and security of our staff, and

    • our ability to allocate our resources fairly across any complaints we receive.

Vexatious or frivolous complaints can detract our resources and may significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our staff to do the same in accordance with this policy.

  • Objectivity: We will address each complaint with integrity and in an equitable, objective and unbiased manner. We will ensure that the person handling a complaint is different from any staff member whose conduct or service is being implicated. Conflicts of interest, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original decision-maker.

Working with partners

  • Partners that do not have their own complaints policy fall under the scope of YourAid’s CS.

  • Partners that have their own complaints policy are required to ensure the principles and commitments in this policy are applied in any management of complaints which may be related to YourAid. Any complaint that falls within the scope of this CS can be made to YourAid directly, regardless of the scope of our Partners’ policies.

  • We work with partners in different ways to ensure that all stakeholders can make complaints in a safe and confidential manner, and that complaints are handled in line with existing policies.

  • YourAid ensures that the CS and procedures are shared and discussed with partners at the time of establishing a partnership, during the inception phase of a project and regularly throughout the duration of the partnership.

Where and how complaints can be made

  • Complaints can be made verbally in person, by telephone or in writing by post, email, or online via our website. Complaints may be made by a friend or advocate of the complainant on their behalf.

Complaints can be made through the following channels:

  • Website: www.youraid.org.au using the Contact link on our website

  • Email: info@youraid.org.au

  • Mail: YourAid in Australia at 90-92 Church Street, Camperdown, 2050 NSW Australia

  • Phone: (02) 9519 6054

  • In-person: If the complaint cannot be made by phone, email, or post, it may be made directly to a YourAid staff member.

  • Country Office: In countries where YourAid operates country programs, complaints can be made through various channels, including in-person to the Country Manager, or submitted by mail to the Country Office.