We really value and welcome your feedback. We strive to fulfil our mission with passion and to the highest possible standards of effectiveness and integrity. But we know we don’t always get everything right first time. Your feedback helps us to improve.
To provide feedback, choose how you want to hear from us, opt-out of future communications, or to make a general complaint about any aspect of our work, please email, call, or write to us using the contact details above, or use the enquiry form on this page.
We’ll listen to you and respond courteously, professionally and promptly. We’ll aim to acknowledge your complaint within one business day, although the time taken to resolve it will depend on the nature of your complaint. If the issue you are raising relates to a specific area of our work, we will refer it to the relevant specialist staff member. Depending on its severity, we will escalate it as appropriate.
We will take your complaint seriously, address it in a fair and objective manner, and respect your privacy and the confidentiality of the information you provide. All complaints are recorded in a complaint register and reported to our governing body where appropriate.
If your complaint relates to one of the specific areas of our work below, or you believe we have breached one of the Codes of Conduct to which we are a signatory, please see the relevant section below to find details of:
- Specific Act for Peace policies and Codes of Conduct.
- Where or to whom complaints can be made, including organisations external to Act for Peace.
- Information required, confidentiality and the complaints handling process, including how you can get feedback on the status of your complaint.
Our communications and fundraising activities
We are committed to the highest standards of transparency, accuracy, truthfulness, integrity and best practise in our communications and fundraising activities. You can find out more about this commitment in our Marketing, Communications and Fundraising Policy.
If you have any queries or complaints about our communications and fundraising activities, or wish to opt-out of future communications, please get in touch using the contact details or enquiry form above.
If you believe we have breached this policy or the Australian Privacy Principles, please contact us with your concerns using the contact details or enquiry form above. If you are not satisfied with our response, you can contact us to discuss your concerns or complain to the Australian Information Commissioner via www.oaic.gov.au.
Fundraising Institute of Australia’s Code of Ethics and Professional Conduct
We are committed to adhering to best practice standards in fundraising, and compliance with the Fundraising Institute of Australia’s Code of Ethics and Professional Conduct and Principles and Standards of Fundraising Practice. You can find out more about the Principles and Standards, or make a complaint if you believe we have breached these standards, via the FIA website
Our humanitarian, development and advocacy work
We are committed to providing high-quality humanitarian, development and advocacy programs and to working in an open and transparent way that is accountable to the people we serve. The Act for Peace Complaints Policy aims to recognise, promote and protect stakeholder rights, including the right to raise a concern, give feedback and/or complain. The feedback and complaints handling process has been designed to be as effective, safe, confidential and accessible to all stakeholders as possible, irrespective of their gender, status or background and without prejudice to their future participation in our programs.
To give feedback or make a complaint about our program work please see section 8 of our Complaints Policy or email firstname.lastname@example.org.
Act for Peace is committed to the safety and well-being of all children. We take our duty of care seriously and will aim at all times to provide the safest possible environment for children. We will take all concerns and reports of child abuse seriously and immediate action will be taken. If you are concerned for the safety of a child, please follow the reporting framework detailed in the Act for Peace Child Safeguarding Policy.
ACFID Code of Conduct
Act for Peace is a member of the Australian Council for International Development (ACFID) and a signatory to the ACFID Code of Conduct. The code is a voluntary, self–regulatory sector code of good practice. It aims to improve international development outcomes and increase stakeholder trust by improving the transparency and accountability of signatory organisations. Act for Peace is committed to full adherence to this Code.
Complaints relating to a breach of the code may be lodged with the ACFID Code of Conduct Committee via the ACFID website www.acfid.asn.au