Complaints and Investigations
We investigate complaints about members’ fundraising where the fundraising has caused harm or has the potential to cause harm, and where these cannot be resolved by the organisations themselves. We do this by considering whether the fundraising is compliant with the Code of Conduct. Our complaints process outlines our approach.
If you want to make a complaint about a member organisation’s fundraising use our online form below.
If you have any difficulties completing the complaints form below, you can contact us by:
- emailing info@pfra.org.nz
- calling 022 061 6343 (Monday to Friday, 09.30 am – 4.30 pm)
We can review and investigate concerns about a PFRA member’s fundraising if you believe a charity, agency, or individual fundraiser has not followed the PFRA Code of Conduct, Rules, or Guidance.
Here are examples of the types of issues we can consider:
Fundraiser Behaviour and Conduct
- Misleading or inaccurate information about a charity or how donations will be used
- Applying pressure, harassment, or ignoring “do not approach” requests
- Disrespectful, discriminatory, or unprofessional behaviour
- Failing to wear or display proper identification or uniform
Organisational Transparency and Accountability
- Not being open about relationships with third-party fundraising agencies or contractors
- Failing to respond properly to a complaint about fundraising
- Ignoring donor wishes about how or when they are contacted
Compliance and Safeguarding
- Not following required safeguarding procedures when interacting with children or vulnerable people
- Mishandling personal data or failing to keep donor information secure
- Fundraising without a valid PFRA site booking or breaching site roster rules
- Failing to meet PFRA Accreditation requirements for training, supervision, or quality assurance
We can also consider any alleged breach of PFRA Codes, Rules, or Guidance that occurs during a member’s fundraising activity.
For more information about what we can and cannot investigate, please read our Complaints Process.
We ask that you make a complaint to the fundraising organisation you have concerns about before contacting the Public Fundraising Regulatory Association.
This gives the organisation a chance to respond to the complaint and is often the quickest way to reach a resolution. It also helps the organisation to improve its practices.
If you have a complaint about a third-party organisation that is fundraising on behalf of a charity, please contact the charity about your concerns.
You should usually give the organisation 5 business days to respond. If you do not hear back at all, please check they have received your complaint before contacting us. You can bring your complaint to us if you are unhappy with its response or don’t hear back within five days.
Before making a complaint, check out some common misconceptions about fundraising.
https://www.pfra.org.nz/leave-feedback
If, after reading the prior misconceptions, you’d still like to provide feedback, you can do so via the following form, or by calling us directly on calling 022 061 6343 (Monday to Friday, 09.30 am – 4.30 pm)
Feedback or complaints?
Have you seen or experienced any behaviour from a fundraiser that you feel doesn’t reflect our code of conduct?
We take complaints seriously and use suggestions to learn and improve our professional standards. Feel free to leave feedback or call us.
