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.
ACFID Fundraising Charter
As part of our accreditation with ACFID, ALWS is committed to the ACFID Fundraising Charter.
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...
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...
Complaints Handling Policy
1. POLICY STATEMENT Australian Lutheran World Service (ALWS) is committed to providing a safe, fair, responsive, accessible and transparent environment in which complaints and concerns can be raised, addressed by means of a professional and effective process, and resolved appropriately. All complaints are to be addressed impartially, in accordance with principles of natural justice. 2....
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...
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...
Disability Inclusion Policy
Download policy as PDF 1. OVERVIEW ALWS recognises the integrity and value of each person and is committed to an approach to development that is fully inclusive of people with disabilities. Affirming that all are created in the image and likeness of God (Genesis 1:27) and humbly seeking to follow the example...
Environment & Climate Policy
Download policy as PDF OVERVIEW The Environment and Climate policy is based on the Christian principle that God has placed humans on earth, among all living creatures, with a duty to take care of what has been given to them. In Genesis 2 we read, “The Lord God took the man and put...
Fundraising and Communications Policy
Download policy as PDF 1. OVERVIEW “Moreover, it is required of stewards that they be found faithful” 1 Corinthians 4:2 ESV At ALWS we are committed to carrying out our work with integrity and in a manner consistent with our mandate, vision, mission and guiding principles. This applies not only in our programmatic...
Gender Policy
Download policy as PDF RATIONALE ALWS strives for life-changing programs that restore human dignity, alleviate poverty, and build just and sustainable communities. The protection and promotion of the human rights of both women and men is fundamental to sustainable development. ALWS celebrates that God has created all human beings in His own image...
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...
People & Culture Policy
Download policy as PDF RATIONALE The ALWS Employee Value Statement says, “It is our commitment to uphold the dignity of our staff through care and concern for their well-being. In their willingness to respond in love to their neighbour, often beyond what may be expected in a Duty Statement, we know we must...
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...
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...
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...
Safeguarding Policy
1.POLICY STATEMENT ALWS is committed to ensure that all children and vulnerable people are treated with dignity and respect and that the health, safety and wellbeing of all is protected in our work both in Australia and in our partnerships. Download Child-Friendly policy as PDF 2. OVERVIEW This policy provides a framework for creating and...
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...
Whistleblowing Policy
Download policy as PDF 1. RATIONALE “Hear counsel, receive instruction, and accept correction, that you may be wise in the time to come.” Proverbs 19: 20 AMP At ALWS we are committed to operating: legally, in accordance with applicable legislation and regulation; properly, in accordance with our People and Culture Policy, other organisational...