Everyone is welcome to submit suggestions, compliments or complaints. We aim to make this process as accessible as possible and feedback can be given by phone, email, in person or in writing.
To increase transparency between us and our clients, stakeholders, and partners, we respond to and investigate all complaints in a procedural and accountable way.
Complaints can include issues such as:
- dissatisfaction with Femili PNG services
- concern about a donation that we have received
- concern about the behaviour of a staff member
- issues with communications or a fundraising campaign.
We will examine all non-urgent complaints within three working days of the complaint being received. Urgent complaints, including allegations of violence, exploitation or abuse, are actioned immediately.
We will respond to the complainant within five working days of the complaint being received, outlining a plan for investigation, resolution, and timeframes.
Child protection and SEAH
Complaints involving child protection or sexual exploitation, abuse, or harassment (SEAH) are handled in accordance with our policies on these issues.
Please reports complaints involving child protection or SEAH using the relevant pages.
Lodge a complaint with us
Feedback in Australia should be directed to Friends of Femili PNG. You can lodge a complaint by using their contact details here or via the form below.
Feedback in Papua New Guinea should be directed to the appropriate case management centre. Lodge a complaint by using the contact details here or the form below.
Complaints can be made anonymously, but we will not be able to update you with outcomes of anonymous complaints.
External complaints
In Papua New Guinea
In Papua New Guinea, there is no organisation that regulates NGOs. To report misconduct, you can submit a complaint to the Provincial or National Family and Sexual Violence Action Committee (FSVAC), or the Community Development Office.
For more information on this, refer to our policies on Complaints Handling and Whistleblowing.
In Australia
Femili PNG is a Papua New Guinean NGO, so is not registered in Australia. It is supported by Friends of Femili PNG, which is a registered Australian NGO.
Friends of Femili PNG is bound by the Australian Charities and NFP Commission’s (ACNC) regulations and the Australian Council for International Development (ACFID) Code of Conduct.
The ACNC will respond to complaints about administration, funding, fraud and failure to act in the charity’s best interest.
