Australian Mercy is committed to acting with integrity in the way we relate to our staff, volunteers, project participants and beneficiaries as well as the members of the general public. As such we have procedures in place to expedite any sense of complaint against Australian Mercy and its representatives.
Our Full Complaints policy can be downloaded here.
A complaint may be made verbally or in writing. For the complaints process to proceed it must be clear that it fits the definition provided in the policy. The onus is on the person receiving the complaint to determine through questioning and further discussion if necessary whether the person intends to make a complaint or is providing comment or seeking information that does not require a complaints process.
If a complaint is made:
1. Complaints about Australian Mercy from the general public or our stakeholders or partners, including generally about our organisation, our Directors, our fundraising, our projects or activities, or any other matter should be raised in the first instance with Australian Mercy Head Office, via:
Email: complaintsaustralianmercyorg (complaintsaustralianmercyorg)
Post: PO Box 132, Port Kembla,NSW, 2505, Australia
Phone:+61 2 4274 1090
2. Complaints arising in or about a local office or a local or international project
At the request of the parties involved in the grievance process, or at the discretion of the Australian Mercy board member, Australian Mercy will arrange a mediation of the complaint with the complainant or complainants by independent and neutral mediators. A complainant may appeal directly to a peak organisation such as ACFID or Missions Interlink, or to an agreed independent third party to have the matter reviewed.
All recommendations made by the parties that are reviewing the matter will be binding on all parties involved in the grievance process and will constitute a settlement of the matter.