Complaints & feedback
Whether something went wrong or went well, we want to hear from you. Your feedback helps us do better for children.
How we handle your feedback
We acknowledge it
If you give us contact details, we acknowledge your complaint promptly.
We look into it
A senior person who was not involved reviews what happened. Concerns about the safety of a child are handled under our safeguarding policy and reported to the authorities where required.
We respond
We aim to give you a full response as quickly as possible, including any action we will take.
If you are not satisfied
You can ask for your complaint to be reviewed by the chairperson of our board.
You may stay anonymous, but we can only reply if you give us a way to contact you. We will not treat you unfairly for making a complaint.
Other ways to raise a concern
Concerns about a registered nonprofit's governance can also be raised with the NPO Directorate of the Department of Social Development. Privacy complaints can be made to the Information Regulator.