Complaints Information
Complaints and Feedback
UNICEF Aotearoa is committed to acting ethically, transparently and accountably in all of our activities. We welcome feedback and encourage anyone with a concern or complaint about our fundraising, advocacy, communications, programmes, partnerships or other activities to let us know.
We are committed to ensuring complaints are handled fairly, confidentially and in a timely manner. We aim to learn from complaints and use feedback to improve our services, systems and practices.
How to make a complaint
Complaints can be submitted by:
- Email: [email protected]
- Telephone: 0800 243 757 (within New Zealand) or +64 4 815 9370
- Post: UNICEF Aotearoa, PO Box 10459, Wellington 6140
When making a complaint, please provide:
- your name and contact details;
- details of your concern or complaint;
- relevant dates or supporting information; and
- the outcome you are seeking, if applicable.
Anonymous complaints may be accepted, however this may limit our ability to investigate and respond.
What happens next
We will:
- acknowledge receipt of your complaint;
- assess the issue and determine the appropriate response;
- investigate where required;
- keep you informed of progress where appropriate; and
- advise you of the outcome.
CID Code of Conduct Complaints
UNICEF Aotearoa is a member of the Council for International Development (CID) and is a signatory to the CID Code of Conduct (‘the CID Code’). The CID Code Compliant ‘tick’ signifies that we have met the standards and expectations of corporate governance, transparency, accountability, and good practice, as outlined in the CID Code.
Complaints relating to alleged breaches of the CID Code by any signatory agency can be made to the independent CID Code of Conduct Committee. More information about the CID Code can be obtained from UNCIEF Aotearoa and from CID at: www.cid.org.nz Email: [email protected]
Complaints relating to UNICEF programmes overseas
Some complaints may relate to activities undertaken by UNICEF Country Offices or implementing partners overseas. In these situations, UNICEF Aotearoa may refer the complaint to the appropriate UNICEF office or authority while remaining engaged in follow-up where appropriate.
Serious concerns
Complaints involving child safeguarding, sexual exploitation and abuse, fraud, corruption or other serious misconduct will be managed in accordance with relevant specialist policies and may be referred to the appropriate UNICEF authority or external agency where required.