Complaint handling by charities and not-for-profits

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.

National peak bodies working in the charity sector have launched a policy to improve how charities handle complaints. These bodies include Australia Council for International Development, Community Council of Australia, Governance Institute of Australia Fundraising Institute Australia, Justice Connect, National Roundtable of Nonprofit Organisations, Our Community, Philanthropy Australia, Public Fundraising Regulatory Authority and Volunteering Australia and this work was convened by Dr Sue-Anne Wallace AM.

The new policy ensures complaints are handled confidentially and safely, enhancing community trust and confidence in the work of charities. In this regard, the sector will also have access to complaint data which will ensure lessons learnt can be applied to their charitable activities.

The fact sheet (containing the Model Policy and Model Procedure) provides information on the benefits of handling complaints well and how to use model documents. You can also read the peak bodies’ media release below for further background to the policy launch.

Read our media statement here.

To access the fact sheet, containing the Model Policy and Model Procedure, visit the Not-for-Profit Law website.