Policies

Complaints Policy

Complaints Policy

Policy Type: Operational Policy
Effective Date: September 2025
Review Date: September 2028

Statement of Purpose

ChildFund New Zealand values feedback and takes complaints seriously. This policy sets out a clear and fair process for anyone who wants to make a complaint about our services, decisions, staff, partners, or how we operate.

By responding to complaints in a respectful, timely, and effective way, we improve our organisation, build trust, and remain accountable to children, families, donors, and the public.

Complaint Categories

Grade 1: Feedback
A general comment or suggestion for improvement. No resolution required.

Grade 2: General Complaint
An expression of dissatisfaction about our services, actions, decisions, staff, or operations.

Grade 3: Serious Complaint
Any complaint involving harm, misconduct, or legal or ethical breaches.

Examples of complaints may include:

• Decisions impacting a supporter, child, or community
• Staff behaviour or communication
• Delays in donations, acknowledgements, or services
• Marketing or fundraising practices
• Privacy breaches or misuse of personal information
• Activities by ChildFund or its partners

Guiding Principles

Our complaints process is based on:

• Respect. Everyone is treated with dignity
• Accessibility. The process is open to everyone, including children
• Confidentiality. Information is handled with care
• Fairness. Complaints are assessed objectively
• Responsiveness. We act quickly and keep you updated
• Improvement. We use complaints to improve

Timeframes and Process

We aim to handle all complaints promptly and fairly.

• Acknowledge complaint within 48 hours
• Begin investigation within 10 working days if required
• Provide outcome within 20 working days, or advise if more time is needed
• Escalation review within 15 working days of request

If a complaint is complex, we will keep you informed of any delays.

Process steps:

• Log the complaint in the Complaints Register and CRM
• Grade and assign the complaint
• Acknowledge receipt and confirm investigator
• Begin investigation and provide updates
• Provide outcome
• Begin internal action if complaint is upheld
• Escalate if requested
• Record and close complaint

Anonymous Complaints

We accept anonymous complaints. Providing contact details helps us investigate more effectively, but all complaints will still be reviewed and recorded.

Escalation Process

If you are not satisfied with the outcome, you can request a review. This will be handled by a more senior staff member not involved in the original investigation.

Safeguarding Concerns

If your complaint relates to the safety or wellbeing of a child or vulnerable adult, refer to our Safeguarding Policy on our website.

Privacy and Record Keeping

All complaints are recorded and stored securely. Information is handled in line with our Privacy Policy and New Zealand law.

Records are confidential and only shared where necessary.

Outcomes of Complaints

If a complaint is upheld, we may:

• Apologise to those affected
• Correct an error or change a decision
• Provide further information
• Offer a refund where appropriate
• Review internal processes or staff conduct
• Take disciplinary action
• Refer the matter to an external authority
• Take no further action

Specific complaint handling:

• Complaints about staff or volunteers are managed in line with employment law and internal policies
• Complaints about suppliers are managed under contractual agreements
• Complaints about processes are reviewed for improvement opportunities

How to Make a Complaint

You can contact us through:

Online: Website contact form
Email: info@childfund.org.nz
Phone: 0800 808 822
Post: PO Box 105630, Auckland 1143

We will acknowledge your complaint within 5 working days and keep you updated throughout the process.

Accessibility

We aim to make this process accessible to everyone. If you need support, such as language assistance or an alternative format, please contact us.

Roles and Responsibilities

General complaints:

• Staff, volunteers, contractors. Investigated by the direct line manager
• Suppliers. Investigated by the Donor Services Team with the supplier contact
• Processes. Investigated by the Donor Services Team

Serious complaints:

• Staff, volunteers, contractors. Investigated by the direct line manager with oversight
• Suppliers. Investigated by the supplier contact with oversight
• Processes. Investigated by the process owner with oversight

The CEO may appoint a different or external investigator if needed.

The CEO is responsible for complaints that cannot be resolved elsewhere.

The Chair of the Board manages complaints about the CEO and may appoint an investigator if required.

Policy Review

This policy is reviewed every two years to ensure it remains effective.

Related Policies

• Privacy Policy
• Child Safeguarding Policy
• Prevention of Sexual Abuse, Exploitation and Harassment Policy