We recognise the importance and value of listening and responding to concerns and complaints.
We are committed to achieving the highest standard we can in every area of our work and to continuous improvement. This applies especially to delivery of services, seeking donations and accountability to stakeholders generally.
We are committed to working according to or above the standard required by the Code of Conduct of the Australian Council for International Development (ACFID). Receiving concerns and complaints is one of the most important ways for Oaktree to learn and improve the way in which we work.
Oaktree places great importance on receiving concerns and complaints in all relevant communications.
Who can make a complaint?
A complaint may be made by any of the following people:
- Any person to whom we deliver services or products or who is affected by our services or products;
- Any of Oaktree’s partners;
- Any local organisation with which Oaktree works;
- Any of Oaktree’s volunteers (providing that the complaint is not covered by our internal complaints policy);
- Any of Oaktree’s donors;
- A member of the public.
Note: Anonymous complaints may also be made, however this will limit Oaktree’s capacity to investigate the complaint further or take appropriate action to resolve the issue raised.
What are the type of complaints that can be made?
We will accept complaints about any of the following:
- Oaktree's operational activities, including fundraising and advocacy campaigns
- Oaktree's volunteers;
- Oaktree's partners'
- Oaktree's contracted service providers; or
- Any other person or organisation acting on behalf of Oaktree.
If you wish to make a complaint about any of the above activities or persons, please click the button below. Complaints relating to our compliance with the ACFID Code of Conduct can be directed to the ACFID Code of Conduct Committee. Please fill out a complaint or enquiry form at www.acfid.asn.au, and email it to firstname.lastname@example.org.