Complaints handling

Charities and other not-for-profits should provide a safe and effective service to those who wish to make a complaint to or about a charity, whether regarding mismanagement of people’s information and data, use of donations, costs of fundraising or fundraising methods, the provision of services or the quality of the service.

Many complaints happen because of alleged services failures, relevant information is not readily available, is difficult to understand, incomplete or misleading, does not appropriately address common concerns or frequently asked questions, is not provided or made available within a reasonable period of time.

This fact sheet will help you understand the best ways to handle complaints.