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Complaints Handling Factsheet

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Introduction

Complaints are a fact of life for most charities, and how you deal with them is crucial. It's about having a clear process for addressing concerns raised by anyone involved with your organisation, from staff and volunteers to service users and donors.

Summary

Effective complaints handling can:

  • Improve your services and programs

  • Boost your reputation and community standing

  • Increase support from existing and potential donors

  • Save money by preventing future problems

It's also a chance to learn and improve your practices, showcasing good governance. Poor complaints handling can damage your reputation and finances.

Benefits for Volunteer Organisations & Managers

  • The guide, model policy and procedure, provides a step-by-step approach to handling complaints, making it easier for volunteer managers to address issues.

  • A fair complaints process fosters trust and shows volunteers their concerns are valued.

  • Effective complaints handling builds public confidence in your charity's work, attracting more volunteers and supporters.

Downloads and sources

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More about the author

The Australian Charities and Not-for-profits Commission (ACNC) is the national regulator of charities.
Contact Australian Charities and Not-for-profits Commission
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