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LiteHaus International is committed to continually improving the service we provide by welcoming feedback from customers and our community. Any person or organisation using our services or affected by our operations has the right to lodge a complaint. We value your feedback and commit to resolving issues quickly, fairly, efficiently and with courtesy. Your rights to confidentiality, access, equity, and transparency shall be maintained throughout the complaints handing process.

Equally, LiteHaus International is committed to the protection and promotion of the rights of children and vulnerable people as well as the prevention of sexual exploitation, harassment and abuse. All personnel, contractors and consultants, and partner organisations, must inform LiteHaus International when they have a reasonable belief that a child has been harmed or is at risk of harm. Concerns and incidents that must be raised include:

• An observation or disclosure of harm (by an adult or child) of actual harm or abuse to a child;
• A suspicion, suggestion or indication of actual or potential harm or abuse to a child;
• A breach of the LiteHaus International Code of Conduct, Child Protection Code of Conduct, Child Protection Policy, Workplace Harassment & Bullying Guidelines, or Prevention of Sexual Exploitation, Abuse & Harassment Policy;
• Child pornography or child abuse that is received or accessed through LiteHaus International’s digital equipment;
• Individuals are aware that an individual involved with LiteHaus International or a partner organisation has abused a child outside of work;
• A child unconnected to LiteHaus International programs approaches a LiteHaus International staff member, consultant, volunteer, or partner for help with an issue of abuse or exploitation; or
• Any inappropriate or unlawful conduct by LiteHaus International personnel.

Your complaint will be handled in accordance with our Complaints Handling Policy and Data Collection & Privacy Policy. Should you wish to remain anonymous, please do so.

You may direct a complaint to the Chief Executive Officer, Jack Growden (jack.growden@litehausinternational.org) or the Chair of the Board of Directors, Dr Nathan Groenhout (incidentreporting@litehausinternational.org). You may also direct a compliant via the Complaints Portal below.

LiteHaus International will endeavour to respond to your complaint promptly.