Fundraising complaints policy

Purpose 

  • The Australian Alliance for Animals (‘Alliance’) commits to resolving complaints regarding Alliance fundraising in a fair, timely and professional manner in accordance with the procedures outlined in this policy. 

  • This policy provides guidance on the key principles and procedures of our fundraising complaint management system. 

Scope 

  • This policy applies to all staff (paid/volunteer), contractors and our governing body, receiving or managing complaints from the public made to or about us, regarding our fundraising activities, staff, or fundraising complaint handling process. 

Commitment 

  • The Alliance values complaints and their effective resolution and ensures that staff demonstrate exemplary complaint handling practices and understand and comply with our procedures. 

Complaint handling process  

  • Complaints about Alliance fundraising activities can be made via email (including anonymously or via a representative) to: info@allianceforanimals.org.au. Alternatively, you may submit a complaint via writing to our registered address (see contact details below).  

  • In your complaint, please make sure that you provide: 

    • A detailed explanation of your complaint (including any relevant documents/correspondence) 

    • Your desired outcome 

    • Your full contact details.  

  • The Alliance will promptly provide acknowledgement of receipt of your complaint.  

  • We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. As we are a small team, we may not be able to attend to your complaint immediately. However, we will inform you of the expected timeframe and provide you with updates on the progress of your complaint.  

  • Every complaint received will be treated with integrity and fairness, and conflicts of interest will be managed responsibly. 

  • We commit to maintaining the confidentiality of complaints where practical and appropriate. Personal Information will be managed in accordance with our Privacy Policy.  

  • After consideration of your complaint, we will provide you with reasons for our decision. We will also inform you of any available external complaint options if you are not satisfied with our resolution of the matter.  

  • We maintain a register of complaints for reporting and analysis purposes.

Policy updates  

  • This policy may change from time to time and is available via our website. The updated policy will apply from the revision date listed on the website page.   

Contact  

To make a fundraising complaint, or if you have any queries or complaints about this policy, please contact us at:  

Australian Alliance for Animals   
16 Goodhope St PADDINGTON NSW 2021   
info@allianceforanimals.org.au  

Last updated: 3 July 2023.