Making a complaint

How to make a complaint

Assisi Aid Projects recognizes the importance of being accountable to the communities in which we work and provide a clear complaint handling process to ensure all stakeholders are able to express their concerns with the assurance that issues will be addressed. A complaint or dispute can be made by an external body, party or individual.

Assisi Aid Projects is a member of the Australian Council for International Development (ACFID) and adheres to the ACFID Code of Conduct which defines minimum standards of governance, management and accountability of development for non-government organisations (NGOs). Complaints relating to a breach of the ACFID Code of Conduct can be made to the ACFID Code of Conduct Committee. More information see: www.acfid. asn.au

Process to make a complaint

If you have a complaint about the Assisi Aid Projects’ programs, projects, partner organisations or a staff member, follow these steps:

  1. Let a staff member know. You can put your complaint in writing or verbal complaints are equally valid. Complaints can be made by phone, email or letter. See point 5 for contact details.
  2. If you prefer, you can discuss the issue with a person you trust and this person can make the complaint on your behalf.
  3. If you need help and wish to remain anonymous, Assisi will assist you to make a complaint by providing access to a third party or staff member not associated with your complaint.
  4. When making a complaint, provide as much detail as possible about the complaint and if you can, explain the outcome you are seeking to rectify this matter.
  5. Please address your complaint to the relevant Project Manager or the person’s immediate supervisor. If the complaint is about Assisi Aid Projects, direct your complaint to the Executive Officer: Ross House, 247-251 Flinders lane, Melbourne, Victoria 3000 Australia. Tel +61 3 9650 1291. Email: assisi@assisi.org.au

 

Complaints related to Assisi partner organisations can also be lodged at assisi@assisi.org.au or on the details in countries below:

Cambodia programs:

Live & Learn Environmental Education:
#40, Street 568, Sangkat Beoungkak II
Khan Tuolkok
PO Box 91
Phnom Penh, Cambodia
Tel: +855 23 885 502
Email: cambodia@livelearn.org

India programs

Integrated Development Trust (IDT)
Vadanallur, Uthiramerur, Kancheepuram District,
Tamil Nadu, India
Postal Code: 603 406
Tel: +91 44 2727 2344
Mr Sathyaseelan
Email: sat.idf@gmail.com  or  idtvadanallur@gmail.com

Assisi will acknowledge receipt of your complaint in writing within three working days to ensure that it is investigated. You will be informed of the outcome by phone and/or writing or email in a timely manner. Please provide your contact details.

Related links

  1. ACFID Code of Conduct http://www.acfid.asn.au/code-of-conduct/acfid-code-of-conduct
  2. ANCP Program Guidelines http://dfat.gov.au/aid/who-we-work-with/ngos/ancp/Pages/australian-ngo-cooperation-program.aspx
  3. ANCP – Email: ancp@dfat.gov.au

Assisi Aid Projects is a signatory to the Australian Council for International Development (ACFID) Code of Conduct, which defines minimum standards of governance, management and accountability for non-government development organisations. Our voluntary adherence to the Code of Conduct demonstrates our commitment to ethical practice and public accountability.

Assisi welcomes the opportunity to listen to, and respond to, concerns or complaints using its complaints management process. To raise a concern, please contact Assisi Aid Projects by telephone on +61 (03) 9650 1291 or by email: assisi@assisi.org.au

Assisi will provide relevant policies and documentation on request. Assisi is an DFAT accredited Non-Government Organisation. If you have any concerns that Assisi Aid Projects are not complying with the ACFID Code of Conduct, you can make a formal complaint through ACFID. Forms and contact information are available at www.acfid.asn.au/code-of-conduct/complaints. Or contact ACFID directly at complaints@acfid.asn.au