Feedback or complaints information

CBM Australia is committed to operating openly and transparently, and places a high value on feedback and continuous improvement.

CBM Australia aligns itself to the transparency and complaints handling expectations of the Australian Charities and Not-for-Profits Commission (ACNC), of the Australian Council for International Development (ACFID), the Australian Government’s Department of Foreign Affairs and Trade (DFAT), and the Fundraising Institute of Australia (FIA).

As part of the high value placed on receiving feedback, CBM Australia is compliant with the above standard and as such is committed to listening to and reviewing any comments and responding to formal complaints from our stakeholders or a member of the public. This includes encouraging all our partners to have a feedback/complaints mechanism in place to receive and be supported to deal with comments or concerns raised outside of Australia regarding CBM programs.

Any person or organisation has the option to refer a complaint about CBM Australia to the Australian Council for International Development (ACFID), including for concerns relating to CBM Australia’s compliance with the ACFID Code of Conduct.

To contact CBM Australia, return to contact us. In order to make sure the process is as smooth as possible, you can assist by providing as much information about your concern as you can.

Please be clear if your communication is a complaint and not commentary. We will let you know within three business days that we’ve received your complaint and will keep you updated on the resolution process.

Confidentiality is maintained throughout all contact regarding any feedback or complaint, except as required to respond quickly and fairly at an appropriate level. When CBM Australia reviews and analyses complaint information generally within the organisation, in order to maximise learning and improvement, identifying personal information is removed to the fullest extent possible.