Feedback Policy

Purpose:

The Movember Foundation is committed to providing excellent service. We recognize that from time to time there may be concerns or complaints, that our stakeholders have the right to raise such concerns or complaints, and that they need avenues to do so. We also believe that the process for resolving concerns or complaints should be timely, fair and respectful.

This policy sets out the process for addressing concerns and complaints that stakeholders (including donors, funders, supporters and the public) may have with the Movember Foundation. A complaint may be about wrongdoing, an error, non-compliance with the Movember Foundation policies, or other matters relating to our projects and programs, fundraising, donor relations, a staff member or volunteer, privacy issues or communications. This policy does not apply to persons or organizations that may be in disagreement with the Movember Foundation’s mission.

How to make a complaint:

1. If you have a complaint or concern, you are encouraged to talk with the staff person at the Movember Foundation who is most connected to the concern or situation. The relevant person can be found:

   a. Through the Movember Foundation website;
   b. By emailing info@movember.com;
   c. By directly calling one of our four offices (details listed on the ‘Contact Us’ page of the Movember Foundation website), and asking to speak with the Country Director

   Your concern will then be directed to the person most able to assist you with the process of making and addressing the complaint.

2. The relevant person will document your concern via the Movember Foundation’s internal complaints management process. This will include your name and contact information, the date, a description of the complaint and what you request to resolve the complaint. It is hoped that through this process, your concern will be addressed to your satisfaction. You will be kept informed if there are more steps involved in addressing your concern. Movember’s internal complaints management process involves an appropriate escalation process, which can then be applied, if required.
3. Should the internal complaints process above result in a recommendation, it is the responsibility of the Movember Foundation staff to implement the recommendation.
4. The Movember Foundation management may, in its sole discretion, determine that a complaint relates to the Movember Foundation’s mission – rather than its activities – and decline to process the complaint.

Guidelines for Implementation:

1. Confidentiality will be respected at all times.
2. An initial response to a complaint will occur as soon as possible – and not longer than one week – from receiving the complaint. Every effort will be made to review and respond to a complaint promptly, and you will be kept informed as appropriate.
3. Documentation about the complaint will be kept in a file separate from any other file related to the stakeholder.
4. It is the responsibility of all staff to have a working knowledge of the complaint resolution process, and to cooperate with the processing of complaints.