UnionAID complaints policy

Complaints Procedure If you wish to make a complaint to UnionAID please send an email to admin@unionaid.org.nz addressed to either the Executive Officer or the Chair of Trustees (if the complaint relates to the EO).

Please ensure that the email complaint includes your:   

Name and contact details Description of the complaint Suggested solution

The complaint will be acknowledged within 5 days and the responsible officer will endeavour to provide a substantive response within 14 days and in accordance with the following UnionAID Complaints Policy.

Complaints Policy Goal We value complaints as they assist us to improve how we operate and deliver our services.

This policy has been designed to assist supporters, stakeholders, and staff. UnionAID is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We will treat all stakeholders making a complaint equally and with respect.

Definition of a complaint Complaints are defined as any expression of dissatisfaction or grievance in relation to our organisation or activities made to UnionAID by a donor, supporter, programme partner, member of a project community, or a member of the public.

Making complaints Complaints to UnionAID should be made by email to admin@unionaid.org.nz addressed to either the Executive Officer or the Chair of Trustees (if the complaint relates to the EO) and this advice will be provided on the UnionAID website.

Complaints should include the complainant’s: 

Name and contact details



Description of the complaint



Suggested solution

Recording complaints The complaint will be recorded upon receipt and will be acknowledged within 5 days.

Complaint Inquiry Process Complaints will be investigated by the responsible officer in good faith and in accordance with the principles of natural justice. Complainants’ personal details or details of their grievance will not be divulged to third parties (i.e. outside UnionAID) without written consent.

Informing complainants of progress

Updated: September 2016

We strive to provide a substantive response within 14 days and to resolve complaints by discussion and agreement. Written complaints will be acknowledged promptly. An approximate resolution timeframe will be provided at the time complaints are lodged. If the process extends beyond 14 days reporting on the progress of such complaints will be provided regularly to complainants, especially if there are any delays or changes to what has been agreed.

Responding to complaints All persons making a complaint will be treated with respect. Where possible, complaints will be resolved by discussion and agreement between the complainant and the Executive Officer or the Chair of Trustees as appropriate.

Reporting of any changes to our processes or deliverables as a result of complaints will also be undertaken Escalation of unresolved complaints If the grievance still cannot be resolved by agreement, UnionAID will inform complainants where, externally, they may take further action.

Review of complaints UnionAID values feedback from our partners, donors and other stakeholders. All complaints will be reviewed annually by the Trustees to identify areas where we can improve our operations and deliver a better service.

Complaints relating to a breach of the CID Code of Conduct a complaint can be directed to CID at: http://www.cid.org.nz/about-2/code-of-conduct/

Updated: September 2016