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You may find there are times when The Salvation Army does not meet your expectations or you are dissatisfied with our personnel or the services and products we provide. If this is the case, we encourage and support you to let us know.

Your feedback is important to us. We are committed to hearing from you about your experience as it will assist us to continually improve the services we deliver.

If your complaint relates to actual or possible abuse of a child/ren, young person or a vulnerable adult who is a client/customer/attendee of The Salvation Army, please contact our Quality & Safeguarding team.

Our complaints process

The Salvation Army has a structured approach to resolving complaints. 

1. Let us know

Let us know what your concern is. You can do this in any way that is easiest for you. This may be by talking to a member of TSA personnel, asking a friend or trusted person to help you, sending us an email or completing the complaint form below.

2. We will respond

We will take note of what you tell us. We will contact you to confirm that we have understood your issue correctly, the impact it has had and the outcome you wish to see. Your complaint will be passed on to a member of TSA personnel who will work with you to resolve the matter.

3. You will be informed 

We will keep in touch with you throughout the process. We will let you know what will happen, when we will get back to you and who you can contact if you need support. We will inform you of the outcome and explain the reasons for our decision.

Do you want more information about our complaints process?

Click here to view our guide to TSA’s Complaints Resolution Process

Lodging a complaint 

Please send us your complaint via the form below. 

TSA accepts anonymous complaints and will investigate them where appropriate. If you choose to make this complaint anonymously we will not contact you and we may be limited in what we can do to investigate and resolve this matter given the nature and amount of information provided.

You are about to submit this complaint form. If the matter you are raising involves a serious issue affecting the safety, health or wellbeing of a person, or if it relates to the commission of a serious offence, we may be obliged to refer relevant material to the appropriate external agency, including appropriate regulatory bodies and the police.

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The Salvation Army Australia acknowledges the Traditional Owners of the land on which we meet and work and pay our respect to Elders past, present and future.

We value and include people of all cultures, languages, abilities, sexual orientations, gender identities, gender expressions and intersex status. We are committed to providing programs that are fully inclusive. We are committed to the safety and wellbeing of people of all ages, particularly children.

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The Salvation Army is an international movement. Our mission is to preach the gospel of Jesus Christ and to meet human needs in his name with love and without discrimination.

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