Complaints and feedback

We welcome your feedback and questions, and we take complaints very seriously. We encourage you to speak with a Foundation staff member who will then escalate your complaint to the relevant person.

Contact us

Call our Supporter Care team on 1300 720 747 between 9 am - 5 pm (AEST)

Email us at [email protected]

Step 1. We will ask you:

• Details about your concern
• Whether anyone is in danger
• How you wish to be contacted
• Your name and contact details (unless you choose to remain anonymous).

Step 2. We will confirm with you that:

• If you have contacted us via email or our website, we will contact you within 24 hours
• If you have contacted us via phone, you will be informed as per Step 4
• Your complaint will be referred to the relevant person
• You can contact us at any time via email [email protected]

Step 3. The relevant person will contact you to:

• Tell you we've received your complaint
• Confirm all details are correct
• Ask for more information if required
• Advise if we are legally obligated to report to an external agency (e.g. police)
• Let you know what support options are available to you.

Step 4. We will then assess your complaint and tell you:

• Whether a formal investigation will occur
• Estimated timeline and process (if applicable).

Step 5. We will update when:

• The investigation (if applicable) is complete, or the matter is closed

If you aren't satisfied with the outcome, you can appeal the decision.

What if you are not happy with our response?

We hope we are able to resolve your complaint by reaching a fair and reasonable outcome you're happy with. However, if you are dissatisfied with our resolution, you can write directly to our Chief Operating Officer for a review of your complaint.

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.

Chief Operating Officer
Alannah & Madeline Foundation
387 City Road
South Melbourne VIC 3205
Email: [email protected]

Child safety is our number one priority. The Foundation has zero tolerance for any form of child abuse or maltreatment within the organisation and zero tolerance for not reporting any suspected abuse or maltreatment both internally and to external authorities including Police and Child Protection.

If you have a concern or complaint about child safety, you can let us know by completing our child safety concerns reporting form or calling us on 1300 720 747 and asking to speak to our Child Safety Officer. You can also email [email protected].

Our Child Safety Officer will investigate the complaint and take any appropriate action and may refer the matter to Police and/or Child Protection if required.

The Alannah & Madeline Foundation 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 satisfactorily by us, then the FIA can investigate your complaint.

For the matter to be investigated, you must contact FIA within two months of receiving your response from us.

Fundraising Institute of Australia
PO Box 642 Chatswood NSW 2057
1300 889 670
www.fia.org.au

If you are not satisfied with our response to your concern or complaint related to privacy or your personal information, you can make a further complaint to the Office of the Australian Information Commissioner on the details below:

Office of the Australian Information Commissioner

Phone: 1300 363 992

Post: GPO Box 5218, Sydney NSW 2001

Online form available here.

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

Where you feel unable to raise a concern through the above standard feedback channels because of reasonable grounds of fear or reprisal, you may use the mechanisms provided by our Whistleblower Policy.

If you would like to find out more about our Whistleblower procedure or to lodge a Whistleblower complaint, read our policy