Complaints

Caritas Australia is committed to transparency and accountability, and we welcome complaints or concerns from anyone, especially those who are most vulnerable.

We are particularly commited to the protection of children from all types of harm, abuse and exploitation, when delivering our aid and development activities both overseas and within Australia. Our Child Protection Policy sets out the expectations, systems and processes aimed at preventing all abuse of children.

We do not tolerate any kind of sexual exploitation, abuse or harassment (SEAH) and are committed to preventing and addressing SEAH throughout our organisation, with partners, in programs and in all that we do. Our Preventing Sexual Exploitation, Abuse and Harassment Policy outlines the ways in which we seek to prevent sexual exploitation of the people we work with.

Our Speaking Up Policy outlines how Caritas Australia provides ways to make a complaint, that are safe and accessible. 

These policies are supported by our Code of Conduct which outlines the expectations of how we behave as individuals, towards each other and those we serve. 

Feedback and Complaints

We are open to receiving complaints or concerns from anyone. Read more on how to make a complaint or express a concern. To make an anonymous or whistleblower complaint contact Stopline. If you contact Stopline, read more here on what happens next. 

If you believe Caritas Australia has breached the ACFID Code of Conduct, you can lodge a complaint on the ACFID website.

If your matter involves a Caritas Internationalis Member Organisation you can make a complaint to the Complaints Handling Officer. For further information see the Caritas Internationalis Our Safeguarding and Integrity.

To make a complaint or give feedback about donations, email Supporter Services or call 1800 024 413. For other types of complaints, email the Complaints Focal Point.