As part of our commitment to fair treatment for all representatives, partners and people who come into contact with our organisation, both in Australia and overseas, Hope for Children Organisation Australia Limited (HFC) has developed complaints handling process. HFC are committed to the values of fairness and justice and strive to achieve the highest possible standard in all areas of our work.
HFC recognised that many complaints may occur because of some services failures, relevant information is not readily available or difficult to understand, incomplete or misleading, does not appropriately address common concerns, therefore we see complaints as a source of continues improvement of how the organization operates, including our management of the effectiveness and efficiency of our complaint management system.
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 of learning what we need to do to improve our work.
We address complaints in a fair, equitable, objective and unbiased manner. Any issues of conflict of interest will be managed in accordance with HFC Conflict of Interest Policy.
Receiving complaints and feedback from participants is important. It helps both our partners and us. It is also part of the monitoring and evaluation of programs or projects. We will continue to work with our partners to strengthen their own feedback and complaints mechanisms.
For more details of feedback and complaint handling processes please go to our policies section- About Hope For Children » Hope For Children