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Oxfam New Zealand is dedicated to finding lasting solutions to poverty and injustice. We are striving to achieve our vision of a safer, fairer world where all people can enjoy their basic human rights. We appreciate any information you may wish to provide in identifying ways of improving or modifying how we do things at Oxfam. If you have comments on how we can enhance the service and support provided then follow please feel free to contact us via phone or email at firstname.lastname@example.org.
When you contact us please remember to tell us:
- Your name
- Your address and contact details
We ask for your contact details so we can respond directly to you. However, if you wish to remain anonymous it will be treated with the same level of importance.
Oxfam New Zealand has a complaints policy which provides a means of dealing with any complaints in a fair, prompt and understanding manner. We take expressions of dissatisfaction by partners, supporters, government agencies, other non-government organisations, other external bodies, other Oxfam affiliates and individuals very seriously.
Oxfam New Zealand provides an open and effective process for handling any grievance or complaint received. Complaints may be received verbally or in writing, but if made verbally are recorded and logged in writing. Any person may lodge a complaint with Oxfam New Zealand about any matter over which Oxfam New Zealand has control and that they consider gives grounds for a complaint. All complaints are treated confidentially.
All investigations into complaints received will take into account the rights of the complainant and any staff or partner that the complaint involves.
If you are not satisfied with the response to a complaint, you can request that it be taken to the Executive Director, and, if of a sufficiently serious nature, to the Board of Trustees.
Complaints are also an important component of supporter feedback and welfare. We will ensure that all feedback is communicated to the appropriate staff, and individual, appropriate actions are taken.