1. Purpose of This Complaints Policy

The Global Fund For Jesus is committed to maintaining transparency, accountability, and trust with our donors, beneficiaries, volunteers, partners, and supporters. We value feedback and recognise that complaints provide an opportunity to improve our services, strengthen our processes, and ensure that we continue to operate with integrity.

This Complaints Policy explains how concerns and complaints can be submitted, reviewed, and resolved in a fair, respectful, and timely manner.

2. Our Commitment to Handling Complaints

The Global Fund For Jesus is committed to:

• Treating all complaints seriously and respectfully.
• Providing a fair and impartial review process.
• Protecting the confidentiality of complainants.
• Investigating concerns thoroughly and objectively.
• Communicating clearly throughout the complaint process.
• Using feedback to improve our services, programmes, and operations.

3. Types of Complaints We Accept

Complaints may relate to areas including:

• Donations and payment processes.
• Fundraising activities and campaigns.
• Communication with our organisation.
• The conduct of employees, volunteers, representatives, or partners.
• The delivery of charitable programmes or services.
• Privacy and personal information concerns.
• Website functionality or online services.
• Use or management of charitable resources.
• Any other concern relating to The Global Fund For Jesus.

4. How to Submit a Complaint

Complaints may be submitted through our official communication channels. To help us investigate and respond effectively, please provide the following information where possible:

• Your full name and contact details.
• A clear description of the complaint.
• The date and details of the incident or concern.
• Any relevant names of individuals involved.
• Supporting documents, screenshots, or other evidence.
• The outcome or resolution you are requesting.

All complaints will be handled with care and reviewed according to our internal procedures.

5. Acknowledgement of Complaints

Once a complaint has been received, The Global Fund For Jesus will acknowledge receipt within a reasonable timeframe and provide confirmation that the matter is being reviewed.

If further information is required, we may contact you to request additional details to assist with the investigation.

6. Investigation Process

Complaints will be assessed by an appropriate representative of The Global Fund For Jesus. The investigation process may include:

• Reviewing the details provided.
• Gathering additional information where necessary.
• Consulting relevant team members.
• Reviewing records, communications, or supporting documentation.
• Determining appropriate actions based on the findings.

We aim to ensure that all complaints are handled fairly, consistently, and without bias.

7. Response and Resolution

Following the review of a complaint, we will provide a response outlining:

• The outcome of the investigation.
• Any actions taken or proposed.
• Any corrective measures implemented where applicable.
• Further steps available if the matter remains unresolved.

While we aim to resolve complaints as quickly as possible, some matters may require additional time due to their complexity.

8. Confidentiality and Privacy

The Global Fund For Jesus respects the confidentiality of all complaints received. Any personal information provided during the complaint process will be handled in accordance with our Privacy Policy and the Protection of Personal Information Act, 2013 (POPIA).

Information will only be shared with authorised individuals who require access to investigate, manage, or resolve the complaint, or where disclosure is required by law.

9. Anonymous Complaints

Complaints may be submitted anonymously where appropriate. However, anonymous complaints may limit our ability to investigate the matter fully or provide feedback regarding the outcome.

Where possible, we encourage complainants to provide contact details so that we can communicate effectively throughout the process.

10. Fraud, Misconduct, and Serious Concerns

Complaints involving fraud, corruption, abuse, misuse of funds, unethical behaviour, or serious misconduct will be treated as a priority and may be investigated separately.

Where required, The Global Fund For Jesus may report such matters to relevant authorities, regulators, or law enforcement agencies.

11. Unresolved Complaints

If you are dissatisfied with the outcome of your complaint, you may request a further review by providing additional information or explaining why you believe the matter requires reconsideration.

The Global Fund For Jesus will make reasonable efforts to address outstanding concerns and maintain transparent communication throughout the process.

12. Continuous Improvement

The Global Fund For Jesus uses complaints and feedback to identify opportunities for improvement and strengthen our commitment to accountability, transparency, and responsible charitable practices.

We view feedback as an important part of improving our relationship with donors, beneficiaries, volunteers, and supporters.

13. Contact Us

If you wish to submit a complaint or request further information regarding this Complaints Policy, please contact us using our official communication channels.

Email: info@globalfundforjesus.org

Telephone: 011 242 8000

14. Our Commitment

The Global Fund For Jesus is committed to listening, responding, and improving. We appreciate the trust placed in us and remain dedicated to handling all complaints with fairness, respect, confidentiality, transparency, and accountability.