How to make a complaint or express a concern

Option 1 — Contact our Supporter Relations Team by calling 1300 884 233, or writing to support@unicef.org.au, or via the ‘Contact us’ form on the website (https://www.unicef.org.au/contact-us) or mail to our address Suite 402, Building B, 33-35 Saunders Street, Pyrmont, NSW 2009.
Option 2 — Tell a UNICEF Australia staff member. They will forward your complaint to the relevant person.
Option 3 — For serious complaints, contact whistle-blower service whistleblower@unicef.org.au.

UNICEF Australia complaint handling process

We will ask you:
- Details about your concern
- Whether anyone is in danger
- How you wish to be contacted
- Your name and contact details (unless you choose to remain anonymous).
We will confirm with you that:
- If you have contacted us via email or our website, UA will contact you within 24 hours
- If you have contacted us via phone, you will be informed as per Step 4
- Your complaint will be referred to the relevant person
- You can contact us at anytime via email support@unicef.org.au
The relevant person will contact you to:
- Tell you we’ve received your complaint
- Confirm all details are correct
- Ask for more information if required
- Advise if we are legally obligated to report to an external agency (e.g., police)
- Let you know what support options are available to you
We will then assess your complaint and tell you:
- Whether a formal investigation will occur
- Estimated timeline and process (if applicable)
You will be updated when:
- The investigation (if applicable) is complete, or the matter is closed
- If you aren’t satisfied with the outcome, you can appeal the decision.

You can make an appeal to the next management level. If the matter involves an executive level manager, it should be referred immediately to the CEO at ceo@unicef.org.au. If the complaint involves the CEO, it should be referred to the Chair of the Board asherry@unicef.org.au

Or if you feel we breached the ACFID Code of Conduct, you can contact ACFID https://acfic.asn.au/content/complaints

How to make a complaint or express a concern

UNICEF Australia complaint handling process

We will ask you:

We will confirm with you that:

The relevant person will contact you to:

We will then assess your complaint and tell you:

You will be updated when: