Al-Ihsan Foundation is committed to handling complaints and concerns fairly, respectfully, confidentially and effectively. We value feedback as an important part of accountability, learning and continuous improvement.

We provide safe and accessible ways for individuals to raise concerns about our programs, staff, partners or operations. Complaints and reports are handled with integrity, respect and appropriate confidentiality.

Our commitment

• handling complaints and concerns fairly, efficiently and transparently
• providing accessible, culturally appropriate reporting options
• protecting complainants and whistle-blowers from retaliation
• responding to complaints promptly and respectfully
• maintaining confidentiality and privacy in accordance with applicable law
• managing conflicts of interest appropriately
• escalating serious matters to regulators or authorities where required
• using complaints and feedback to improve our systems, services and accountability
• promoting a culture that values feedback, safety and learning

Whistle-blower protection

Al-Ihsan Foundation supports and protects individuals who raise concerns in good faith about misconduct, unethical behaviour or potential breaches of organisational policies or laws.

Individuals who report concerns are protected from:

• retaliation or victimisation
• harassment or intimidation
• unfair treatment because they made a report

All reasonable steps will be taken to protect the identity of whistle-blowers and ensure that reports are handled confidentially and responsibly.

Anonymous reporting

Al-Ihsan Foundation allows complaints and concerns to be submitted anonymously. Anonymous reporting can be important when individuals may feel unsafe or uncomfortable identifying themselves.

Anonymous complaints will be reviewed and investigated where there is sufficient information available to assess the concern.

However, anonymous reporting may have certain limitations, including:

• it may be difficult to seek additional information or clarification
• it may limit the organisation's ability to fully investigate the issue
• we may be unable to provide updates or communicate the outcome of the complaint

Despite these limitations, all anonymous reports are treated seriously and assessed based on the information provided.

What complaints may relate to

• failure to meet commitments
• poor quality or unfair service delivery
• misuse of authority
• fraud, bribery or corruption
• harassment, abuse or threats
• sexual exploitation or misconduct
• child protection concerns
• safeguarding breaches
• workplace grievances
• modern slavery concerns

How to make a complaint or report a concern

Complaints or whistle-blower reports can be submitted through the following channels:

Where possible, complaints will be acknowledged within 5 working days.

If someone is in immediate danger in Australia, contact 000.

Our standards

Our complaints handling process follows principles of:

• fairness and impartiality
• accessibility and inclusion
• responsiveness and timely action
• confidentiality and privacy
• respect for complainants
• protection from detriment or retaliation
• learning and continuous improvement

More complex or serious matters may require formal assessment, investigation or referral to relevant authorities.

Review and accountability

Al-Ihsan Foundation monitors complaints and incident trends to identify risks, strengthen safeguarding systems and improve service delivery. Oversight of the complaints process is maintained through organisational leadership and Board review.