Child Helpline International is
committed to the network and working in partnership with
stakeholders, affiliates and partners. We recognise that we
sometimes get things wrong or make mistakes. Or it may be that
something did not go as you expected and you want to let us know.
To deal with this we have developed a complaints procedure.
We will deal with your
We do not look on complaints as
unwanted. In fact, they may help us to see where our services or
procedures might be improved. So do let us know where you feel we
have made a mistake or done something which you found
unsatisfactory or unacceptable. Even if you do not think your
particular concern amounts to a 'complaint' we would still like to
know about it. We will always treat your complaints with
Step 1: Contacting
The first step is to talk to a
member of Child Helpline International's staff or your regional
representative. This can be done informally, either directly or by
telephone or by email.
Usually, the best staff member to
talk to is the person who dealt with the concerned matter. They
will be in the best position to help you quickly and to address
your concerns. If the individual is unavailable, or you would
prefer to approach someone else, then ask for their relevant line
You can find a list of all of staff
members at this link:
You may prefer to contact your
regional representative. If this is the case, they will follow-up
directly with the Executive Director.
We will try to resolve the problem
as quickly as possible. If more information is needed, we will
record your concern and arrange the best way of getting back to
you. This will normally be within five working days. If it should
be longer than five working days, we will notify you in advance and
make other arrangements.
Step 2: Taking your
Making a formal complaint. If you
are still unhappy, the next step is to send your written complaint
to the Executive Director of Child Helpline International;
- Please send a letter or email to Executive Director setting out
the details, explaining what you think went wrong and what you feel
would put things right.
- If you are not happy about writing a letter, ask a member of
staff to summarise your complaint. You should review the final
summary for approval, and retain a copy for your records. The
written summary will be given to the Executive Director.
Once the Executive Director
receives a written complaint, she will arrange for a full
- Your complaint will be acknowledged in writing within five
working days of receiving it and the letter will say when you can
expect a full response.
- This should normally be within three weeks unless the matter is
very complicated, such as where other organisations need to be
contacted. Where this is the case, we will still let you know what
action is being taken and tell you when we expect to provide you
with a full response.
Step 3: The next
If you are not satisfied with the
Executive Director's investigation you can take your complaint to
the Child Helpline International's Supervisory Board. Child
Helpline International is a registered non-profit organisation in
the Netherlands and is governed by a Supervisory Board comprising
of A Chair, A Treasurer, A Secretary and five Regional
Representatives. All materials relating to your complaint and to
the Executive Director's investigation will be sent to the Chair of
the Board (contact details will be provided for you). She will let
you know within ten working days that they have received your
complaint and tell you when to expect a full response from
If you have any further
queries about our complaints procedure, please feel free to contact
us at any time!
Child Helpline International
+31 20 528 9625