Complaints procedure

At IWDA we are committed to accountability and continuous learning and improvement. We have high standards in all that we do, from programmatic partnerships to fundraising with Australian communities. Our partners, supporters and donors are integral to our work and we try to do the best we can by them.

We know there may be times when these high standards are not met and we need to respond.

At IWDA we take complaints very seriously. If you would like to raise a complaint with us, we will work with you to understand the situation, resolve it as quickly as possible and put in place measures to ensure it doesn’t happen again.

We value complaints as opportunities for us to learn and improve.

Ways you can contact us:

Call us:

You can call us on +61 3 8373 2500 and speak to a member of our team. Our phone lines are open Monday to Friday from 9am to 5pm. Outside these hours, you can leave us a message with your name and contact number and we will get back to you on the next working day.

Email us:

Send us an email at

Write to us at:

IWDA, PO Box 64, Flinders Lane, Victoria, Australia 8009

Please include your name, address and a contact telephone number in your email or letter so that we can get back in touch with you easily.

Read our full complaints policy in PDF form here.

If we can’t help you:

IWDA is a member of the Fundraising Institute of Australia (FIA) and is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has not been resolved satisfactorily by us, then the FIA can investigate your complaint.

For the matter to be investigated, you must contact FIA within two months of receiving your response from us.

Fundraising Institute of Australia
PO Box 642
Chatswood  NSW  2057
Tel: 1300 889 670

Alternatively, if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact the Australian Council for International Development (ACFID) at the address below:

The Australian Council for International Development
Private Bag 3
Deakin  ACT  2600
Tel: +61 2 6285 1816