Making a complaint

FemiliPNG Australia welcomes and encourages all feedback as we strive to improve our programs, fundraising and technical support activities. Feedback can take the form of suggestions, compliments, or complaints

Contact us

FemiliPNG Australia

C/- Development Policy Centre

Australian National University

7 Liversidge St, Acton ACT 2601.

Email: [email protected]

Phone: +61 (0)2 6125 3446

Feedback, including complaints, can be made in-person, over the phone, via email, letter, via the form at the bottom of this page, or through our social media platforms: LinkedIn, Instagram and Facebook.

Safeguarding children

FemiliPNG Australia is committed to protecting and promoting the rights of all children, including their right to safety, without fear of abuse or exploitation. You can read our Child Protection Policy here. FemiliPNG Australia staff, Board members, volunteers and contractors are also required to adhere to our Code of Conduct, which includes commitments around safety for children. You can read our code here.

If you believe that FemiliPNG Australia, or our partners have breached our Child Protection Policy OR you have concerns about the behaviour of FemiliPNG Australia staff, volunteers, Board members or partners, please contact us using the information above, or the form below.

The Australian Charities and Not-for-Profits Commission (ACNC)

In Australia, external complaints can be made to the ACNC if you have concerns about FemiliPNG Australia’s charity registration, provision of accurate information, use of funds, fraud or criminal activity, or failure to act in good faith in our charity’s best interest, among others. You can find out more information about making a complaint to the ACNC here.

The Australian Council for International Development (ACFID)

FemiliPNG Australia is a member of ACFID and a signatory to its Code of Conduct. If you believe that FemiliPNG Australia has breached ACFID’s Code of Conduct, a complaint can be made to the ACFID Code of Contact Committee. You can find out more information about making a complaint to ACFID here.

Frequently asked questions

What is a complaint?

A complaint is any statement of any person alleging a grievance involving the action, inaction, activities, or behaviour of any FPNGA employee, partner, or Board member. Stakeholders are encouraged to give feedback, complaints, and comments about the service in whatever form. All complaints will warrant the same treatment as a written complaint.

A complaint will usually include at least one of the following elements:

  1. Complaint about FPNGA’s staff or activities.
  2. Complaint about Femili PNG or other partner services.
  3. Potential damages or damages suffered by stakeholders as the result of FPNGA’s activities.
  4. Request for corrective measures.

A complaint is not:

  1. A general query about the work of FPNGA or Femili PNG.
  2. A request for information.
  3. A contractual dispute.
  4. A request to amend records e.g., to correct an address, cancel a donation.
  5.  A request to unsubscribe from a FPNGA ‘service’ e.g., a campaign newsletter.

In general, complaints can include (but are not limited to):

  • Dissatisfaction with a service or technical support that has been provided.
  • Concern about a donation that has been made.
  • Concern about the behaviour or actions of staff.
  • Issues with a communications or fundraising approach or campaign.
What happens after I make a complaint?

Once the complaint has been received by FPNGA, it is referred to the appropriate person to investigate.

The person making the complaint (the complainant) is informed within five days that their complaint has been received and they are provided with information about the process and timeframe applying to the investigation of their complaint.

As far as possible, complaints will be investigated and resolved within seven working days of being received. If this timeframe cannot be met, the complainant will be informed of the reasons why and of the alternative timeframe for resolution.

What behaviour can I expect of FemiliPNG Australia staff?

The Code of Conduct outlines what is expected of personnel and representatives of FemiliPNG Australia. You can read the Code, here.

You can also ready many of our policies here. If you have any questions about what to expect from FemiliPNG Australia, you can contact CEO Lauren Hallett, here.

For more information about complaints, you can download our Complaints Handling Policy here.