Complaints

Complaints Procedure

At Save the Children Australia we are committed to meeting the needs and expectations of our many supporters. We have five core service principles that underpin our commitment to you:

  1. We are responsive when you contact us
  2. We are always professional in our dealings with you
  3. We value your feedback and we listen and are engaged
  4. We respect your privacy
  5. We are accessible to you through many different contact channels

(If you would like to read our full Service Charter please click here.)

After all, without your support we would not be able to continue dramatically changing the lives of children around the world.

However, we know that there may be times when we do not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. So, how can you tell us your thoughts?

You can get in touch with us in the following ways:

Call us:

You can call us on 1800 76 00 11. One of our friendly Supporter Relations Team will be ready and willing to help. Our phone lines are open Monday to Thursday 9.00 am to 7.00 pm and Friday 9.00 am to 5.00 pm.

If your query is regarding a child protection issue, please contact us on (03) 9938 2056/2 Monday to Friday from 9.00 am to 5.00 pm.

Outside of these hours you can always leave us a message and a contact number and someone will return your call within one working day.

Email us:

You can email us at supporter.care@savethechildren.org.au

Write to us at:

Save the Children Australia

Locked Bag 5000

Fitzroy VIC 3065

Please include your name, address and a contact telephone number in your email or letter so that we can get back in touch with you easily.

How long will it take?

We will respond fully and conclusively to all complaints within ten working days. However, you will receive an acknowledgement of your complaint within two days of receipt. Wherever possible we will deal with it more quickly, if we think it will take longer we will let you know.

You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.

From experience we have found that the best way to resolve a problem quickly is by telephone. This way we can make sure that we fully understand the issue and can gather all of the information that we need to resolve the problem in a fast and effective way.

In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can.

What we will do

We will work hard to resolve problems, correct mistakes and address concerns to your satisfaction. Please feel free when contacting us about a complaint, to let us know how you think it could be resolved.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.

From time to time we receive complaints that do not relate directly to something that Save the Children Australia has done or that we are not in a position to comment on. We are a charity with limited resources and we must use these in the best way possible. This can mean not engaging in lengthy debates on issues that are unrelated to Save the Children Australia's work.

There may be rare occasions when we choose not to respond to a complaint at all. These include:

  • When a complaint is about something that Save the Children Australia has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
  • When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again, we will always inform you of our decision to do this.
  • When a complainant is being obviously abusive, prejudiced or offensive in their manner.
  • When a complainant is harassing a staff member.
  • When a complaint is incoherent or illegible.

When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply.Save the Children Australia cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.

What if I am not happy with your response?

We hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if after contacting us you are still unhappy then you can write, either by letter or email, directly to our General Manager - Marketing.

Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

General Manager - Marketing
Save the Children Australia
Locked Bag 5000
Fitzroy VIC 3065

Email: supporter.care@savethechildren.org.au

Who else can help?

Save the Children Australia is a member of the Fundraising Institute of Australia (FIA) and is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has not been resolved by us then the FIA can investigate your complaint.

You must contact them within two months of receiving your response from us.

Fundraising Institute of Australia
PO Box 642
Chatswood NSW 2057

Tel: 1300 889 670

Web: www.fia.org.au

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact the Australian Council for International Development (ACFID) at the address below:

The Australian Council for International Development
Private Bag 3
Deakin ACT 2600

Tel: +61 2 6285 1816

Web: www.acfid.asn.au

Our commitment to you

We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future. Thank you for helping us to provide a better service.