Food crisis in West Africa
Millions of children and their families in West and Central Africa face a growing humanitarian disaster as a food crisis intensifies across the region.
Find out moreOur feedback process
Plan Australia is committed to actively encouraging feedback and responding to compliments andcomplaints in an effective and clearly defined manner.
Plan expects that our stakeholders in Australia will hold us accountable for the delivery of a high quality of service, efficiency, effectiveness, engagement and positive impact on children's lives. In addition, Plan expects that its beneficiaries and those living in the communities where we work are able to hold us accountable for the quality of our work.
How to make a compliment or complaint?
You can submit feedback via the following methods:
- Phone: 13 PLAN (13 7526) or +61 3 9672 3600 (outside Australia)
- Fax: +61 3 9670 1130
- Email: info@plan.org.au
- Use the online feedback form
- Send a letter: GPO Box 2818, Melbourne VIC 3001
- Engage on our social media sites such as Plan's Facebook page or Twitter account
- Visit us: Level 18 / 60 City Road, Southbank VIC 3006
If you believe the complaint involves a breach of the ACFID Code of Conduct you may refer the matter to the ACFID Code of Conduct Committee.
It is free to make a complaint or submit a compliment.
What details should be included in your complaint?
To ensure that Plan can give fair and efficient consideration to your complaint as much relevant information as possible should be provided. Be specific and include attachments if relevant. At a minimum please provide:
- Your name
- Address
- Telephone number
- Plan supporter number (if relevant)
- Details of the complaint
- The remedy or outcome you would like to see as a result of your complaint
Anonymous complaints are accepted, however, they will only be considered if sufficient information is provided. No correspondence will be entered into with an anonymous complainant.
If you are making a complaint or enquiry on behalf of a stakeholder we will need to contact that stakeholder and obtain their permission for us to speak with you.
What happens when you make a compliment or complaint?
Careful attention is given to all feedback and each complaint is fully investigated to the best of our ability. Each complaint will be actioned in an open, fair and unbiased manner. In responding to feedback Plan will be objective and ensure confidentiality of all personal details. All parties involved in the process are expected to maintain confidentiality. Plan is committed to resolving complaints and learning from their outcomes.
Plan welcomes compliments and will aim to acknowledge your compliment within 48 business hours. Where practical and appropriate, Plan will convey the compliment to the relevant person or team responsible.
How will your complaint be handled?
If a complaint cannot be resolved immediately, Plan will aim to acknowledge phone and email complaints within 48 business hours and complaints made by letter within 3 business days.
A response to the complaint will then be communicated to you within 10 business days or 30 business days if it needs to be referred to the field. If this deadline cannot be met then Plan will contact you and provide a status update. You will be given a point of contact within Plan that you can communicate with at anytime.
When a complaint may be declined
We will decline to accept a complaint where we deem it to be frivolous, vexatious, not made in good faith, misconceived or lacking in substance. We will provide you with information as to why the complaint has been rejected.
Time limit for making a complaint
It is expected that a complaint will be made as soon as practicable and within three months to ensure the details of the complaint are still fresh and relevant. Serious complaints should be actioned as soon as practicable to enable an appropriate review and response.
What if you are not satisfied with the outcome of your complaint?
If you are not satisfied with the outcome of your complaint you may appeal and ask for the matter to be reviewed by the Departmental Director. A full review and response to the complaint will be provided within 10 business days. In the unlikely event that you are not completely satisfied, the matter will be referred to the CEO for a full review and response within a further 10 business days.
In the most unusual circumstance when you are not satisfied with the response from the CEO you may have the matter referred to ACFID or other relevant industry bodies. These organisations will be able to provide a third party voice and opinion on the matter.