Complaints Complaints

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Provide feedback, make a complaint or report misconduct

We are committed to high standards of honesty, integrity and accountability. In line with our Values and Code of Conduct, we promote and support a culture of respect and ethical behaviour, corporate compliance and good governance. We want your experience with us to be positive, but if it’s not, we want to know about it. CARE Australia values and encourages all forms of feedback and complaints.

 

General feedback or complaints can be made via:

  • Email: complaints@care.org.au 
  • Phone: 1800 020 046
  • In Writing:  CARE Australia Feedback and Complaints, PO Box 372 Collins Street West, Melbourne VIC 8007
  • In Person: to one of CARE Australia’s employees

A complaint may be done anonymously, though CARE Australia’s ability to resolve it may be affected if no contact is possible with the complainant. Read our Feedback and Complaints Policy for more information.

 

To speak to our Supporter Care Team about a donation or to change your details or communication preferences:

  • Email: donorsupport@care.org.au
  • Phone: 1800 020 046
  • In Writing:  Supporter CARE Team, CARE Australia, PO Box 372 Collins Street West, Melbourne VIC 8007

 

If your concern relates to misconduct such as fraud, misappropriations, discrimination, sexual harassment, exploitation and abuse, support of terrorism, and other wrongful conduct:

Please go to CARE Line to lodge a report online or get a country specific phone number to call and speak to an operator in your language.

Reporting Misconduct: Anyone can and is encouraged to tell us about concerns they have about conduct by a CARE staff member, volunteer or someone who works with CARE. You don’t need to have proof to report your concerns.

A report can be made verbally or in writing. We will treat the information you give us confidentially. You can:

  • Use CARE Line to lodge a report online or get a country specific number to call and speak to an operator in your language.
  • Speak to a CARE staff, or a person running a program on behalf of CARE in the community.
  • Use the comments box or call the numbers advertised in your community.

We know it takes courage to report. The welfare and safety of victim-survivors comes first. We will speak with you (and the victim if you’re reporting on their behalf) before taking any action. 

We will not tolerate any reprisal or intimidation of a person making a report on reasonable grounds, or of any person participating in an investigation, including the alleged perpetrator.

Wherever possible CARE will refer victim-survivors to local support agencies, including emergency care and counselling providers, and where appropriate cover costs and ensure basic support needs are met. 

CARE Australia’s Whistleblower Policy outlines the specific provisions for whistleblowing reports made under Australian law.

For more information, read our Safeguarding Policy, Child Safeguarding Policy and Fraud and Corruption Policy.