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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

UnionAID complaints policy  

We value complaints as they assist us to improve how we operate and deliver our services. This policy has been designed to assist supporters...

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