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 staff and volunteers;
- 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 types of complaints can be made?
We will accept complaints about any of the following:
- Oaktree's operational activities, including fundraising and advocacy campaigns;
- Oaktree's staff and volunteers;
- Oaktree's partners;
- Oaktree's contracted service providers;
- Any other person or organisation acting on behalf of Oaktree.
How can a complaint be made?A complaint can be made by using Oaktree's formal complaints form, or by emailing email@example.com. The email inbox is monitored by the Co-CEOs and Complaints can be completed anonymously. If the person wishing to make a complaint does not wish to make it directly to the Co-CEOs for any reason, they can email any Oaktree Executive member or Board member.
A Complainant can also approach any Oaktree Representative, including employees, volunteers, board members, and advisory committee members in person, who will direct the Complainant on how to make a formal Complaint.
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 us, or 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.