Approved date:  15-Oct-2025

Next review date: 15 Jun 2026

1. Our Commitment

The Australian Charity for Burundi (ACB) serves as a dedicated conduit between our supporters and transformative, high-impact initiatives. We deeply value the perspectives of our community—be they commendations or constructive critiques. We approach all feedback as a vital resource for institutional growth, allowing us to refine our grassroots programs and uphold the highest standards of transparency and integrity as a registered charity.

2. What is a Complaint?

A complaint is an expression of dissatisfaction about the service, actions, or lack of action by ACB, its staff, or volunteers, where a response or resolution is explicitly or implicitly expected.

3. How to Provide Feedback or Lodge a Complaint

You can contact us through any of the following channels:

• Email: info@acb.org.au
• Website: Contact Us – ACB
• Post: Suite 329/98-100 Elisabeth Street Melbourne VIC, 3000, Australia

4. Our 3-Step Handling Process

Step 1: Acknowledgement

• We will acknowledge receipt of your complaint within 3 business days.
• Your feedback will be assigned to the relevant department (e.g., Logistics, Fundraising, or the Burundi Office) for review.

Step 2: Investigation and Resolution

• We aim to resolve most complaints within 10 business days.
• For complex issues (such as local procurement or recipient verification in Burundi), we will keep you informed if more time is required to investigate.
• We utilise our internal records and verification systems to ensure all facts are reviewed fairly.

Step 3: Response

• You will receive a formal response outlining the steps taken to address your concerns and any improvements we have implemented as a result.

5. Key Principles of Our Procedure

• Direct Impact Focus: Our priority is ensuring that donor intent translates into physical essentials like food, education, and clothing. Any complaint regarding the non-cash distribution policy will be handled with reference to our core mandate.
• Confidentiality: Your personal details and the nature of your complaint will be handled with strict confidentiality.
• No-Cost: There is no charge for making a complaint.
• Logistics Fees Transparency: Complaints regarding the 10% administrative fee will be addressed by explaining how these funds support the logistics and ongoing support necessary for our hands-on-the-ground approach.

6. Escalation

If you are not satisfied with our initial response, you may request a review by the ACB Board of Directors. Furthermore, as an Australian charity, you have the right to contact the Australian Charities and Not-for-profits Commission (ACNC) if you believe we have breached the ACNC Governance Standards.

7. Continuous Improvement

ACB maintains a centralised Feedback & Complaints Register. This data is reviewed quarterly by our leadership team to identify trends, improve our secure delivery processes in Burundi, and ensure we continue to foster empowerment effectively^.