Everyone is welcome to submit suggestions, compliments or complaints. We aim to make this process as accessible as possible and feedback can be given by phone, email, in person or in writing.
To increase transparency between us and our clients, stakeholders, and partners, we respond to and investigate all complaints in a procedural and accountable way.
Complaints are handled in accordance with our complaints policy.
Complaints can include issues such as:
- dissatisfaction with Friends Of Femili PNG
- concern about a donation that we have received
- concern about the behaviour of a staff member
- issues with communications or a fundraising campaign.
We will examine all non-urgent complaints within three working days of the complaint being received. Urgent complaints, including allegations of violence, exploitation or abuse, are actioned immediately.
We will respond to the complainant within five working days of the complaint being received, outlining a plan for investigation, resolution, and time frames.
Child protection and SEAH
Complaints involving child protection or sexual exploitation, abuse or harassment (SEAH) are handled in accordance with our policies on these issues.
Complaints regarding these issues can be lodged on this page. They can also be reported to the PSEAH focal points or reported in any other way described in our PSEAH and Child Protection Policies.
Lodge a complaint with us
Complaints can be made anonymously, but we will not be able to update you with outcomes of anonymous complaints.
Friends of Femili PNG is bound by the Australian Charities and NFP Commission’s (ACNC) regulations and the Australian Council for International Development (ACFID) Code of Conduct.
The ACNC will respond to complaints about administration, funding, fraud and failure to act in the charity’s best interest.