Policy Statement

Open Heart International is a division of ADRA Australia. ADRA Australia is committed to accountability, and we welcome complaints or concerns from anyone, especially those who are most vulnerable.

We recognise the importance and value of listening and responding to concerns and complaints about the organisation, its work, or its personnel. ADRA Australia is committed to an effective complaints handling procedure that reflects the needs, expectations, and rights of complainants and provides the mechanisms for complaints to be addressed in an efficient, fair, and timely manner.

General Complaints

General complaints can be sent:

Via mail to:
The Complaints Officer
ADRA Australia
PO Box 129
Wahroonga NSW 2076

Via email to:
[email protected]

Read ourComplaints Policyfor more information.

If your complaint relates to a breach of the ACFID Code of Conduct by ADRA Australia, please contact the ACFID Code of Conduct Committee by visitingacfid.asn.au/code-of-conduct/complaints.

Safeguarding Complaints

ADRA Australia personnel are expected at all times to act to protect the interests of children and vulnerable adults and to prevent the occurrence of sexual exploitation, abuse and harassment in the course of their duties. This includes ensuring strict compliance with ADRA Australia’sChild Safeguarding PolicyandPreventing Sexual Exploitation, Abuse and Harassment (PSEAH) Policyand relevant guidelines.

Complaints relating to a breach of ADRA’s Preventing Sexual Exploitation, Abuse and Harassment Policy can be made to our Safeguarding Officer by emailing.