Complaints

Register a formal complaint


The Fred Hollows Foundation takes all complaints seriously. If you would like to lodge your concerns, you can do so by using any of the methods below. If you have other feedback or questions that aren't a complaint, please visit the Contact Us page. 

Please note if you do not provide us with your contact details, we will not be able to request more information and/or provide you with updates on the progress of your complaint and resolution.
 
Write to us
Please address your letter to “The Complaints Officer.” 
You can send your letter by:
E-mail: complaints@hollows.org
Fax: +61 2 8741 1999
Post: The Fred Hollows Foundation, Locked Bag 5021, Alexandria NSW 2015
 
Call us
Please phone us on +61 2 8741 1900. Our phone lines are open Monday to Friday 9.00 am  to 5.00 pm (AEST).
 
Outside of these hours you can leave a message noting the nature of the complaint, your name and a contact number. In most circumstances, we will return your call the next business day.
 
What happens next?
We will acknowledge receipt of your complaint as soon as possible. Typically, this happens within five business days.
 
Most complaints will be sent a full response and outcome within thirty business days from date of receipt. 
 
For more serious or complex situations we may need more time to investigate. If your complaint takes longer to resolve than the thirty business days, we will explain the delay and keep you regularly updated. 
 
What if I my complaint is not resolved?
If you feel we have not fairly resolved your complaint, you can escalate your issue to one the following national industry bodies. 
 
For unresolved complaints about fundraising, contact:
The Fundraising Institute of Australia
PO Box 642
Chatswood NSW 2057
Tel: 1300 889 670 (Australia only)
Tel: +61 2 9411 6644
Website: www.fia.org.au
 
For unresolved complaints about non-fundraising related issues, contact:
The Australian Council for International Development
Private Bag 3
Deakin ACT 2600
Tel: +61 2 6285 1816
Email: main@acfid.asn.au
Website: www.acfid.asn.au
 
You can also access a PDF copy of the The Foundation’s External Complaints Policy.
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