How to Make a Complaint

Step 1: Raise a complaint with the member organisation

Complaints should first be raised with the relevant ACFID member. All ACFID members have their own mechanisms to handle complaints, and information can be found on their websites. It is helpful to write a complaint letter/email as an initial record of engagement with the member.
 

Step 2: If you are not satisfied with the response, you can lodge a complaint with the Committee.

In order to better manage and potentially investigate any complaint, a written outline of the complaint and subsequent communication is preferred. If this is not possible, please talk to the Code Secretariat.

 

Step 3: Submit the complaint

Complaints against a signatory organisation under the ACFID Code of Conduct should:

  • include the complainant’s name and contact details
     
  • set out the basis of the complaint 
     
  • outline which aspects of the Code of Conduct you believe have been breached
     
  • outline the outcome that you are seeking
     
  • include all available supporting information.

The complainant will be asked to provide any required information that was not submitted. Any complaints that cannot meet the above criteria may be dismissed. Information about the complaint will be made available to the ACFID member.

Complaints should be marked ‘confidential’ and sent to either:

Email: Chair, ACFID Code of Conduct Committee at [email protected]

Post: Chair, ACFID Code of Conduct Committee c/- ACFID, Private Bag 3, Deakin ACT 2600

 

Other matters to consider before making a complaint

Anonymity - In general, the Committee will only accept complaints if the complainant agrees to be identified to the member. However, should there be genuine concern about revealing identity to the member organisation, anonymity can be requested. This may limit the action that the Committee can take. The

Committee has the option of initiating own inquiries should it believe that a member has breached the Code.

Breaches of Australian laws - A preliminary assessment will be conducted to determine if a complaint should be investigated. If the complaint relates to breaches of Australian laws such as those relating to employment, tax, or fundraising, the Committee is likely to determine that the complaint should first be raised with the appropriate authority through their relevant complaints mechanisms (for example, Fair Work Ombudsman, Australian Charities and Not For Profit Commission).

Primary focus of complaint outcomes - If an ACFID member is found to have breached the Code, the Committee’s primary focus is to work with the member to improve standards and reduce the risk of recurrence. If a breach is more serious, or the member does not respond appropriately, disciplinary action will be considered.

More detail is provided regarding the Code of Conduct Complaints Handling Procedure

Contact us at: Engagement and Effectiveness Team