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Complaints Policy

International Humanistic Aid (IHA)

Last updated: January 2026

International Humanistic Aid (IHA) is committed to accountability, transparency, and respect. We welcome complaints as an opportunity to listen, learn, and improve our work. This policy explains how anyone can raise a concern or complaint about IHA in a safe, fair, and respectful way. We handle complaints seriously and aim to resolve them promptly, impartially, and confidentially.

1. Purpose of This Policy

The purpose of this policy is to:

  • Provide a clear and accessible process for making complaints.
  • Ensure complaints are handled fairly and consistently.
  • Promote accountability and continuous improvement.
  • Protect the dignity and rights of all people involved.
This policy reflects recognised international NGO best practice and Australian standards.

2. Who can Make a Complaint

Anyone can make a complaint about IHA, including:

  • Community members and aid recipients
  • Donors and supporters
  • Volunteers and staff
  • Partners, contractors, and suppliers
  • Members of the public
We may suspend or restrict access if these Terms are breached.

3. What you can Complain About

You may make a complaint about:

  • Behaviour or conduct of IHA staff, volunteers, or representatives.
  • Quality or delivery of programs or services
  • Use of donations or resources
  • Decision-making processes
  • Safety, safeguarding, or ethical concerns.
  • Breaches of IHA policies or humanitarian principles
  • Serious concerns such as fraud, corruption, abuse, or misconduct may be managed under IHA’s Whistle-blower Policy or Safeguarding Policy.

4. How to Make a complaint

You can submit a complaint in any of the following ways:

In writing (marked “Confidential – Complaint”)

Through a trusted IHA staff member or partner

Complaints may be made anonymously, where possible.

5. What Information to Include

Where possible, please include:

  • Your name and contact details (unless anonymous)
  • A clear description of the concern
  • Dates, locations, and people involved (if known)
  • Any supporting information
You are not required to provide proof.

6. Confidentiality and Privacy

IHA will:

  • Treat complaints confidentially
  • Share information only on a need-to-know basis.
  • Protect personal information in line with our Privacy Policy

7. How Complaints are Handled

All complaints are handled through the following steps:

  • Acknowledgement – We acknowledge receipt as soon as practical.
  • Assessment – We assess the complaint and determine the appropriate process.
  • Review or investigation – Conducted fairly and impartially.
  • Outcome – Appropriate action is taken where required.

8. Timeframes

IHA aims to:

  • Acknowledge complaints promptly.
  • Resolve complaints within a reasonable timeframe.
  • Some matters may take longer due to complexity or confidentiality requirements.

9. Protection from Retaliation

  • IHA does not tolerate retaliation against anyone who raises a complaint in good faith.
  • Retaliation includes intimidation, discrimination, or adverse treatment. Any retaliation may result in disciplinary action.

10. Outcomes and Feedback

Where appropriate, IHA will:

  • Inform the complainant of the outcome.
  • Explain actions taken or reasons for decisions.
  • Details may be limited to protect privacy and legal obligations.

11. Unreasonable or Malicious Complaints

While all complaints are taken seriously, IHA may limit action on complaints that are:

  • Vexatious or repetitive
  • Abusive or threatening
  • Clearly unfounded

12. Relationship with Other Policies

This policy should be read together with:

  • Whistle-blower Policy
  • Code of Conduct
  • Safeguarding Policy
  • Privacy Policy

13. Review Law of this Policy

This Complaints Policy will be reviewed regularly to ensure it remains effective and appropriate.

14. Contact Details

For complaints or questions about this policy, please contact:

Standing with humanity. Protecting dignity. Saving lives.