QUERIES/COMPLAINTS
GOAL is committed to resolving public concerns in an appropriate, fair and timely manner.
Please alert us to any issues you might have by completing the form below.
FORM
COMPLAINTS POLICY
GOAL values complaints and feedback because it; helps GOAL to make our programmes better by identifying problems early on, maintain trust in GOAL, increases transparency, encourages respectful and ethical behaviour by staff, assists communities in taking on challenges themselves and assists GOAL in saving money. Specifically, complaints and feedback are invited which relate to:
a) GOAL’s current country programme activities and plans;
b) Staff, consultants or volunteers working for GOAL or partner organisations programmes; and
c) GOAL’s publications, advocacy campaigns or fund raising activities.
Complaints and feedback can be made through the following ways:
1) On the GOAL website https://www.goalglobal.org/contact there are buttons for making complaints or giving feedback.
2) Letters (preferably in English) should be sent to the following address in a sealed and stamped envelope: Internal Audit, GOAL Office, 12/13 Cumberland Street, Dun Laoghaire, Co. Dublin. The envelope should be marked for the attention of Internal Audit.
3) By phone: you can call the GOAL Dublin office reception at +353-1-2809779. Note that this is not a free phone number. If you are in a country where GOAL operates a programme, you may request to be called back. Note that the GOAL Dublin office is open from 9am to 5.00 pm. In terms of time zones Ireland is (GMT +1).
4) By visiting the GOAL Dublin office, which is located at 12/13 Cumberland Street, Dun Laoghaire, Dublin, Ireland. Office hours are 9.00 am to 5.30 pm Monday to Friday (excluding public holidays). You will be asked a series of questions in order for the receptionist to fill in a standard complaints and feedback form.
GOAL will endeavour to deal with all complaints received within 4 working weeks however due to the administrative burden we cannot guarantee responses in all cases. Complaints and feedback by email will receive an automatic acknowledgement receipt. The level of confidentiality that it is feasible for GOAL to extend, depends on the nature of the complaint. However GOAL endeavours to protect the identity of persons who make a complaint.
