Feedback, complaints & policies

Feedback  

ALWS values and welcomes all feedback.  Do you have a suggestion on how we can improve?  We’d love to hear it. You can call us on 1300 763 407 or email us alws@alws.org.au

Complaints   

Your experience is important to us. We aim for the highest possible standards of effectiveness and integrity, but we don’t always get everything right. If you have a complaint we would like to hear from you and work with you to resolve it effectively.

We will take your complaint seriously, address it in a fair and objective manner, and respect your privacy and the confidentiality of the information you provide. All complaints are recorded in a complaint register and reported to our governing body where appropriate. 

We will acknowledge receipt of your complaint within a week, if not immediately, and aim to resolve complaints as quickly as possible and within 30 days. 

We are able to receive complaints orally, in person or by telephone, and in writing by post or email.

Complaints can be made through the following channels:

Phone: 1300 763 407 from within Australia or +61 2 6021 5329 from overseas, and ask to speak to the Complaints Manager.

Email: written complaints can be sent by email to complaints@alws.org.au

Post: written complaints can be sent by post to the Complaints Manager, ALWS, PO Box 488, Albury NSW 2640 Australia.

In person: Complaints can be made in person at the ALWS Office, 10 Somerset Drive, Albury, NSW 2640, Australia. In addition, where a complaint cannot be made by phone, email or post, it may be made directly and confidentially to an ALWS employee who will forward the complaint immediately to the Complaints Manager.

Via ACFID:  If the complainant believes ALWS has breached the ACFID Code of Conduct, a complaint may be made to the ACFID Code of Conduct Committee

If the complaint is about the Executive Director, please contact the ALWS Board Chair Ms Jodie Hoff at chair@alws.org.au or (07) 5540 8888 or PO Box 1475 Beenleigh QLD 4207.

Download a copy of our Complaints Policy here

Program Policy Statements

NON-AID AND DEVELOPMENT ACTIVITY ALWS has been called by the Lutheran Church of Australia to follow Christ’s example of reaching out in love through justice. It represents one of many parts of the church and has a clear mandate to serve people unconditionally by promoting social justice and addressing the causes of poverty through working...

ALWS Code of Conduct

1. Our Commitment As God’s Chosen people, holy and dearly loved, clothe yourselves with compassion, kindness, humility, gentleness and patience… And over all these virtues put on love, which binds them in perfect unity.  Colossians 3: 12-14 At ALWS we are inspired by Christ’s example and endeavour to model his behaviour as we work to...

Policy on Prevention of Sexual Exploitation, Abuse & Harrassment

Download policy as PDF 1.     Rationale and commitment In a harsh world all too often marked by hostility and malice, God’s people are called to act with compassion, gentleness and reasonableness. (Gal 5:22–23; Eph 4:2; Matt 5:1–9)[1] ALWS is committed to ensuring that all those with whom we come into contact are treated with dignity...

Child Safeguarding Policy

1. PURPOSE This policy provides a framework for protecting children from exploitation and abuse of all kinds in ALWS supported programs and within ALWS itself. 2. SCOPE This policy applies to all ALWS employees, volunteers, study tour participants, members of congregational tours, board members, interns, contractors and consultants (referred to as ‘personnel’). This policy also...

Child Safeguarding Code of Conduct

ALWS CHILD SAFEGUARDING CODE OF CONDUCT This Code of Conduct is for ALWS personnel who have not signed the ALWS Code of Conduct. All aspects of this Child Safeguarding Code of Conduct are included in the ALWS Code of Conduct. ALWS personnel are responsible for maintaining a professional role with children, which means establishing and...

Child Safeguarding Reporting Procedure

This reporting procedure is to guide the process and follow up of reports relating to Child Safeguarding concerns.   WHO CAN REPORT Reports concerning the safety of children can be made by anyone, including, but not limited to: *ALWS personnel (staff member, board member, volunteer, casual helper, contractor). *Personnel of partner organisations. *Children and adults...

Open Information Policy

RATIONALE ALWS believes that the people and partners to whom it is accountable have a right to information about who we are and what we do. As a reflection of our commitment to be accountable to our supporters, partners, funders and other stakeholders, this policy aims to articulate the type of information which can be...

Conflict of Interest Policy

1.      Rationale & Guiding Principles As God’s servants in the world, we are called to live with an honest heart and to act towards others in an honourable manner (Heb 13:18, Luke 8:15). In alignment with Christian responsibilities for honesty, truthfulness, integrity and compassion, and acknowledging corporate codes of ethical behaviour, ALWS recognises...

Privacy Policy

1. Background Australian Lutheran World Service ABN 36 660 551 871 and its related entities such as the Lutheran Church of Australia, (which is referred to throughout this manual as we, us, our or ALWS) are committed to protecting the privacy of your personal information in accordance with the Privacy Act 1988 (Cth), including the...

Website Terms and Conditions

WEBSITE TERMS AND CONDITIONS Welcome to the website of Australian Lutheran World Service (ABN 36 660 871) (“ALWS”). ALWS is the overseas aid and resettlement agency of the Lutheran Church of Australia (“LCA”). ALWS operates in compliance with the objects of LCA under a constitution approved by the General Synod of the LCA. The National...

Delivery Policy

DELIVERY POLICY BACKROUND Australian Lutheran World Service (ALWS) is the overseas aid and resettlement agency of the Lutheran Church of Australia. It operates under a constitution approved by the General Synod of the LCA, and is consistent with the objects of the LCA Constitution. ALWS is committed to fairness and transparency and respects the financial...

Refund Policy

REFUND POLICY BACKROUND Australian Lutheran World Service (ALWS) is the overseas aid and resettlement agency of the Lutheran Church of Australia. It operates under a constitution approved by the General Synod of the LCA and is consistent with the objects of the LCA Constitution. ALWS is committed to fairness and transparency and respects the financial...

ACFID Fundraising Charter

As part of our accreditation with ACFID, ALWS is committed to the ACFID Fundraising Charter.

ALWS Constitution

NAME The name of the organisation is Australian Lutheran World Service (ALWS).   RELATIONSHIP TO  THE  CHURCH ALWS is an agency of the Lutheran Church of Australia Inc (the Church) and shall fulfil its responsibilities in keeping with the Constitution and the policies of the Church.   PURPOSE ALWS shall serve as the overseas humanitarian...

Annual Reports