Fraud and misconduct are two of the most common complaints filed against charities. As a result, some groups or organizations had to revoke their charity membership registration or yet have their licenses terminated. But, aside from receiving the notification from any higher authority, what can charities do when complaints are raised to them? Well, first and foremost, a charity organization should establish a charity complaints handling policy. Read on to get an idea, and a few tips on how you can start making your charity’s policy!
FREE 9+ Charity Complaints Handling Policy Samples & Templates in MS Word | PDF
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What Is a Charity Complaints Handling Policy?
A charity complaints handling policy contains a set of rules and procedures that the members of a charity organization will have to follow when dealing with complaints and issues. The charity complaints procedure will have to be step by step along with the list of requirements that the complainant needs to file, such as a letter of complaint or proof of the incident that occurred. Furthermore, the entire handling policy should be explained well to everyone in the charity, both new and old, to make sure that all rules will be followed.
How to Make a Charity Complaints Handling Policy
The Tampa Bay Times reported that America’s worst charities only give less than 4% of the actual amount of their charity donations. Although the state has already investigated and even terminated some of the organizations, there are still many others who are in operation. Unluckily for those charity’s beneficiaries, the ones helping them are the ones who also fail to provide for what they need. So, if you want to ensure that all charity chapters that you are handling are well-managed, then establishing policies would be your best option. Start with a charity complaints handling policy that you can create by keeping the following tips in mind:
1. Set Your Purpose and Goal
Ask yourself and the rest of the involved officers or members of your charity organization why you need the policies and what your goals are. By doing this, you’ll set a clear purpose and a guideline that will help you make steps or lists in the policies that are actually helpful for handling your charity complaints.
Each one of your statements in the complaint policy should be organized based on the most general to the specifics. For instance, you can start with the rule that indicates the need for the complainant to inform an assigned member of the charity. This is then followed by the next step, which states that the informed member should report to the authorized officer and provide the complainant a complaint form. Then, the steps on how the complainant can fill out the complaint form from top to bottom should be the next step, and must be in specific instructions, too!
3. Observe a Professional Layout
Unless, of course, that you’re plotting the policies for kids to read, you should keep the layout of your charity complaints handling policy professional. That means you should focus on using the right fonts or typeface with the right sizes and colors. If you have a readily-designed letterhead of your charity organization, use it and place it at the topmost portion of the policy form. It will serve as an indication that the policy is made and intended for the charity organization itself.
4. List Options
There are varying types of complaints: internal complaints, formal complaints, and civilian complaints, so there should also be varying ways or methods to handle and address each complaint. And that’s why you have to present options in the policy to allow everyone to navigate towards managing the complaint some room for their own decisions of what steps to take next. For example, if the complainant wants to involve an attorney in filing the complaint, then a different set of rules and steps needs to be followed by the charity member as opposed to complainants who will only want to address a complaint that can be resolved easily.
How often should my organization update our charity complaints handling policy?
You have to update the policies regularly, and whenever you see there needs to be some changes to implement. Also, take note of the state laws and regulations that your charity needs to adhere to and ensure that your policies meet the laws.
Is a charity complaints handling policy similar to a complaints handling procedure?
No, they are not the same. A charity complaints handling procedure can be included in a charity complaints handing policy since it will contain the steps and guides. But, the entire charity complaints handling policy can only have snippets stated in a procedure, since some parts of the policy may not directly relate to the procedure itself. In short, the procedure will have steps, while the policy will have steps, rules, and laws listed in it.
Can I make a charity complaints handling policy intended for donors?
Yes, certainly! You can make a charity complaints handling policy for donors and sponsors. All you have to do is make sure that you are indicating steps and rules that apply to them. Also, don’t forget to add the contact information of your charity organization with the authorized contact person’s name when making the procedure. The purpose of the contact details is to help donors to contact, reach out, and communicate to the charity whenever they need and want.
Establishing policies in a charity organization, especially one that’s aimed for managing issues and complaints, is relevant. So, don’t waste time and make use of our free sample forms for you to be able to make your charity complaints handling policy now!
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