Complaints and Feedback
Cure Brain Cancer Foundation provides clear pathways for raising concerns or sharing feedback.
How to make a complaint or provide feedback
You can contact us using any of the following methods:
Phone
Post
PO Box R747, Royal Exchange, NSW 1225, Australia
If you are making a complaint, it is helpful (but not required) to include:
- What the issue is and when it occurred
- Any relevant information or documentation
- What outcome you are seeking
Your feedback matters to us.
How we manage complaints
All complaints are handled in a manner that is:
- Fair and unbiased
- Respectful and confidential
- Timely and transparent
- Consistent with our values and legal obligations
Our process:
- We acknowledge receipt of the complaint
- We assess and investigate the issue objectively
- We may seek additional information if required
- We communicate the outcome and any actions taken
Where appropriate, complaints may be escalated to senior management or the Board.
Timeframes
- We aim to acknowledge complaints within 5 business days
- We aim to provide a response within 20 business days, depending on complexity
If more time is required, we will keep you informed.
Confidentiality and privacy
Complaints and feedback are handled confidentially and in accordance with our Privacy Policy.
Information is shared only with those directly involved in resolving the matter.
If you are not satisfied with the outcome
If you are unhappy with the way your complaint has been handled, you may request an internal review.
You may also contact the Australian Charities and Not-for-profits Commission (ACNC), which is the national regulator of charities in Australia:
ACNC:
acnc.gov.au
Phone: 13 22 62
Fundraising-related complaints may also be raised with the relevant state or territory regulator.
Respectful communication
We are committed to respectful engagement.
Abusive, threatening or discriminatory behaviour towards our staff, volunteers or contractors will not be tolerated.
Our commitment
Cure Brain Cancer Foundation is committed to:
- Strong governance and ethical conduct
- Accountability to our community and supporters
- Using feedback and complaints to improve our work
We appreciate you taking the time to share your experience with us.