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Tell a UNICEF Australia staff member

We encourage you to speak with a UNICEF Australia staff member who will then escalate your complaint to the relevant person.

Our complaint handling process

Step 1. 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).

Step 2. We will confirm with you that

  • If you have contacted us via email or our website, we 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 any time via email support@unicef.org.au

Step 3. 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

Step 4. We will then assess your complaint and tell you:

  • Whether a formal investigation will occur
  • Estimated timeline and process (if applicable)

Step 5. 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

Appealing 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 our 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

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

Your feedback and complaints hold us accountable and ensure that we’re continuously improving to the benefit of children and our supporters. To contact us, please select one of the below three options.

Contact our Supporter Relations Team

Call: 1300 884 233 Email: support@unicef.org.au, Mail: PO Box 488, Queen Victoria Building, NSW 1230

Tell a UNICEF Australia staff member

We encourage you to speak with a UNICEF Australia staff member who will then escalate your complaint to the relevant person.

For serious complaints

We encourage the reporting of unethical and illegal behaviour by emailing us at whistleblower@unicef.org.au. To speak with someone directly, contact our Chief Operating Officer, at coo@unicef.org.au