Feedback and Complaint Mechanism

Taiwan Fund for Children and Families

Feedback and Complaint Mechanism

Taiwan Fund for Children and Families help those in need. Therefore, any feedback and complaint about us are highly valued. Because we want to make things better and make us more accountable and transparent. Therefore, we encourage any stakeholders to tell us and help us make improvements. The following is our mechanism to make you more understand how this feedback and complaints runs.

1. Purpose of the mechanism and the improvement

It is our goal to serve those in need well regardless of the religion, ethnics or gender. Therefore, it is important to know what the needs of our stakeholders. We believe that it will help us to be more effectively on our work through this mechanism. We will listen to their needs and make improvements.

Stakeholders refer to internal or external groups or individuals that have an influence on or are affected by Taiwan Fund for Children and Families (TFCF). Therefore, the stakeholders of TFCF include employees, donors, sponsors, board members, assisted families, enterprises, partners, volunteers, etc.. TFCF deeply recognizes the importance of stakeholders, and in pursuit of sustainable management, we hope to establish a transparent and effective communication channel for all stakeholders. Through participation and dialogues, they will understand the mission and vision of TFCF. And, through the feedback, promote the positive and good improvement of the organization to improve the quality of the services.

 

2. Key concepts and approach to handling feedback and complaints

When handling external complaints, the following principles will be followed:

(1) Respect the rights to complain:
We respect all complaints and will handle carefully.

(2) Timely:
All complaints will be investigated and we will reply soon once it is completed.

(3) Transparency:
We will make sure that we will handle the complaints transparently.

(4) Equal & fair:
It is important that we will handle the complaints fairly and equally for both parties. There is no favor to any party.

(5) Privacy:
All of the complaint will be protected and it’s limited to the people who need to know about it.

(6) Response:
Every complaint will be investigated and will be answered to the complainant to make sure that the problems is solved.

(7) Feedback:
If the complainant has any feedback relating to the result, he/she is welcome to contact us.

(8) Confidentiality:
The complaints will be kept confidential to protect the complainants. It will only be revealed to the related people with the consent of the complainant.

(9) Improvement:
Complaints mean unsatisfied. Therefore, we need to learn and make improvements to meet the needs of the stakeholders to provide better services and keep the organization accountable.

 

3. Contact channels and related departments who handles

We hope to handle complaints effectively and directly. For internal and external complaints, the contact channels are as follows:

For employees

◎Mailing address:

Head of Administration Department Mr. Sheng-Chi Wang
6F, No. 228, Min-Chuan Road, West District, Taichung

Email: hr@ccf.org.tw

◎Communication line:

(04) 2206-1234 ext. 1602
Director of Administration Department Mr. Yang-Chung Lin

 

For Donors

◎Mailing address:

Head of Finance Department Ms. Shu-Huei Wu
4th Floor, No. 228 Min-Chuan Road, West District, Taichung

Email: finance@ccf.org.tw

Communication line:

(04) 2206-1234 ext. 1403
Director Ms. Fang-ling Chang

 

For Assisted children and & families

◎ All branch offices in Taiwan

◎ Mailing address:

Head of Social Work Department Mr. Da-Yao Chou
7th Floor, No. 228 Min-Chuan Road, West District, Taichung

◎Email: socialwork@ccf.org.tw

◎Communication line:

(04) 2206-1234 ext. 1703
Director Mr. Chen-Bin Chen

 

For Other Stakeholders:

◎Mailing address:

Director of Secretariat Ms. Shu-Ling Huang
8F, No. 228, Min-Chuan Road, West District, Taichung

◎Email:  fund@ccf.org.tw

◎Communication line:

(04) 2206-1234 ext. 1803 
Director of Secretariat Ms. Shu-Ling Huang

 

4. Process and timeline

For the external complaints, the claimant should have the related documents, such as ID card, evidences for being affected and letter of appeal to submit his/her appeal by phones, letters (including fax and email), Facebook, blog or in person to TFCF. In addition, any anonymous letter is accepted for the purpose of confidentiality.

Confirm the acceptance within 3 working days, and the issue will be closed within two months from the time of submission and reply to the complainant. If necessary, it will be extended for one month, and we will notify the complainant about the extension and keep them updated.

 

5. How to use our complaints mechanisms

The main stakeholders of the organization can find and use online feedback and complaint mechanisms. Policies and mechanisms are in Chinese and English. As for children, because they are still too young to use the complaint mechanism, social workers have the opportunity to be alone with children during home visits, and will take the opportunity to inquire about their current situation in order to know if the child has any problems or needs assistance.

As for other people who cannot read or cannot access the Internet, they can use the telephone to contact us, and the relevant departments will directly handle it.

 

6. Actively promote your mechanisms

In addition to showing the feedback and complaint mechanism on the website, we also bring this message into every new co-worker training. Therefore, our employees will also know about the external mechanisms.

 

7. Respond and follow up

We will keep Complaints informed. However, if they are not satisfied with the response made by the related department. They can submit in writing, phone or online to the Secretariat who will report to the CEO directly for further instructions to handle the complaints. We will keep the complaints informed.

 

For Other Stakeholders:

◎Mailing address:

Director of Secretariat Ms. Shu-Ling Huang
8F, No. 228, Min-Chuan Road, West District, Taichung

◎Email address: fund@ccf.org.tw

◎Communication line:

(04) 2206-1234 ext. 1803
Director of Secretariat Ms. Shu-Ling Huang