Woman using a megaphone. Voice your feedback or Complaints

Feedback & Complaints

Your support is vital to every aspect of our work. That’s why we’re committed to openness and transparency. We know it’s important to you that your generous donation is spent wisely with maximum impact on the lives of people affected by poverty and injustice.

It’s important to us too. We ensure that all our activities are measurable, accountable and realistic.

Our public compliance statement

As a charity seeking donations from the public we Oxfam Ireland aim to comply with the Guidelines for Charitable Organisations on Fundraising from the Public

Oxfam Ireland is committed to complying with the Guidelines for Charitable Organisations on Fundraising from the Public and has formally discussed and adopted the Guidelines at a meeting of the governing body.
Oxfam Ireland confirms its commitment to the principles set out in the Guidelines for Charitable Organisations on Fundraising from the Public by a statement to that effect in its annual report.
Oxfam Ireland has a Donor Charter which is consistent with the Guidelines for Charitable Organisations on Fundraising from the Public.

Oxfam Ireland regularly monitors compliance with the Guidelines for Charitable Organisations on Fundraising from the Public and compliance reports are received regularly by the governing body.
Oxfam Ireland considers the Guidelines for Charitable Organisations on Fundraising from the Public when planning all fundraising activity.
Oxfam Ireland has a policy on working with third party fundraisers (if applicable).
Oxfam Ireland provides honest, open, accountable and transparent disclosure when fundraising from the public.
Oxfam Ireland has appointed a member of the governing body and/or a senior member of staff to be responsible for compliance with the Guidelines for Charitable Organisations on Fundraising from the Public.
Oxfam Ireland ensures that fundraising staff are provided with information and training on the Guidelines for Charitable Organisations on Fundraising from the Public and its implementation.
Oxfam Ireland has a feedback and complaints procedure consistent with the Guidelines for Charitable Organisations on Fundraising from the Public. Feedback is recorded for review by relevant staff including the CEO and governing body. Feedback is responded to promptly and appropriately.
Oxfam Ireland prepares financial reports consistent with the requirements of the Charities Act 2009 and the Charities Regulator which include a statement concerning the extent to which control of the organisation is independent of its funding sources.
Oxfam Ireland ensures that all donations are tracked and recorded and complies with data protection requirements.
Oxfam Ireland is accessible to the public through a number of readily available contact options.

HANDLING FEEDBACK AND COMPLAINTS

Oxfam Ireland is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.

Oxfam Ireland welcomes both positive and negative feedback. Therefore we aim to ensure that:

it is as easy as possible to make a complaint;
we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
we treat it seriously whether it is made by telephone, letter, fax, email or in person;
we deal with it quickly and politely;
we respond accordingly - for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
we learn from complaints, use them to improve, and monitor them at our Board.

WHAT TO DO IF YOU HAVE A FEEDBACK

If you do have a comment about any aspect of our work, you can contact Oxfam Ireland in writing or by telephone. In the first instance, your comment will be dealt with by our Chief Executive. Please give us as much information as possible and let us know how you would like us to respond, providing relevant contact details.

Write to:

Jim Clarken,
Chief Executive,
Oxfam Ireland
Portview House,
Thorncastle Street,
Ringsend,
Dublin 4

Tel: 00353 (0) 1 672 7662
Email: irl-ceo@oxfam.org

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 working days, and do everything we can to resolve it within 21 working days. If this is not possible, we will explain why and provide a new deadline.

If you are not happy with our response, you may get in touch again by writing to Oxfam Ireland’s Chairperson. The Chairperson will ensure that your appeal is considered at Council level and will respond within two weeks of this consideration by Council members.

This complaints procedure does not apply to Oxfam Ireland’s staff or agents.

Oxfam Ireland is deeply committed to its donors and remains dedicated to treating our friends and supporters with the highest level of care and respect.

Our Donor Charter reaffirms our commitment to the standards outlined in the CRA's Guidelines for Charitable Organisations on Fundraising from the Public, drawn up in the context of the Charities Bill 2007 now the Charities Act 2009. It also provides an assurance to donors and potential donors in relation to the integrity and accountability of Oxfam Ireland.

Our donors' charter

As a charity seeking donations from the public we at Oxfam Ireland aim to comply with the Guidelines for Charitable Organisations on Fundraising from the Public
Our pledge is to treat all our donors with respect, honesty and openness.
We commit to being accountable and transparent so that donors and prospective donors can have full confidence in Oxfam Ireland.
We promise we will effectively apply your gifts to us for their intended purposes. We commit that you, our donors and prospective donors will:
Be informed of the organisation’s mission, and of the way the organisation intends to use donated resources.
Be informed of the identity of those serving on the organisation’s governing board, and that the board will exercise prudent judgement in its stewardship responsibilities.
Have access to the organisation’s most recent financial statements.
Be assured your gifts will be used for the purposes for which they were given, receive appropriate acknowledgement and recognition.
Be assured that information about your donation is handled with respect and with confidentiality to the extent provided by law.
Expect that all relationships with individuals representing the charity will be dealt with professionally.
Be informed whether those seeking donations are volunteers, employees of the organisation or hired third party agents.
Have easily available the agreed procedures for making and responding to complaints.
Have the opportunity for any names to be deleted from mailing lists and to be informed if the organisation intends to share the mailing lists with third parties.
Receive prompt, truthful and forthright answers to questions you might have of the organisation.

GOVERNANCE AND OVERSIGHT

To learn more about all the governance codes we abide by and information about our board, see our How We're Governed page .

Our finances

It is vitally important to us that we are accountable to our staff, volunteers, supporters, donors, suppliers and host governments. The documents below will help you understand how your donations are spent. For further information and answers to frequently asked questions, see How Our Money Is Spent.