AFS Australia Complaints Policy
Resolving Complaints: Complaints Process Summary
Updated October 2011
AFS Intercultural Programs, Australia (AFS Australia) is committed to ensuring high quality experiences for all of its participants.
We welcome and invite feedback of a positive or critical nature as the basis for continuous improvement of our programs and services.
You may lodge a complaint about any matter that has occurred in your dealings with AFS Australia, whether this is with a local volunteer, AFS Australia Staff member, or a member of the AFS Australia Board of Directors.
If your complaint concerns the immediate welfare of a current student, host family or other AFS participant and requires URGENT attention, please contact your local volunteer or the AFS National Office Support Coordonator on (02) 9215 0077 or amelia.drane@afs.org
In responding to your complaint, we will be committed to the adhering to the following principles:
1. Prompt action: Your complaint will be acknowledged within 7 days. A detailed response will generally be provided to you within 4 weeks. If we are unable to respond within 4 weeks we will advise you of the reasons for delay and expected date on which our response will be provided;
2. Objectivity: Your complaint will be investigated by a senior volunteer or staff member who was not involved in the situation about which you are complaining;
3. Confidentiality: The privacy of all involved in the situation that is the subject of your complaint, and confidentiality will be respected;
4. Responsiveness: Our response to you will address to specific matters of your complaint and provide details of what we intend to do to address the issues raised in your complaint;
5. Low cost: We will strive to minimize any expense involved in your submission of a complaint to AFS Australia;
6. Opportunity for Review: If you are dissatisfied with the response initially provided your complaint, you may request escalation for further review, to a more senior staff member, or the Board of Directors of AFS Australia; and,
7. Convenience: You may make your complaint verbally or in writing, in person, by telephone, or email. If you make a verbal complaint, we will create a written record of your complaint and provide it to your with our acknowledgement for your record.
How can I make a complaint?
Choose one of the following options:
1. Raise your complaint with a local AFS volunteer;
2. Write to The Partner Director, AFS Intercultural Programs, Australia, PO Box 5, Strawberry Hills, NSW 2012
3. Telephone AFS Australia’s National Office toll free on 1300.131.736
4. Email your complaint to complaints_aus@afs.org
For further Information on the AFS Australia Complaints Policy, please refer to the documents below:
AFS Australia Complaints Policy
AFS Australia Complaints Procedures
