make a complaint
At FREO2, we are committed to listening to our supporters, partners, and the communities we serve. We strive to uphold the highest standards of integrity, transparency, and accountability in everything we do. Your feedback helps us improve and continue delivering high-quality healthcare solutions.
If you believe we have fallen short of these standards, we encourage you to share your concerns with us through the form below. We take all complaints seriously and will handle them in line with our Complaints Handling Policy.
For more details, you can view our full Complaints Handling Policy.
What happens next?
Acknowledgment: We will acknowledge receipt of your complaint within 5 business days.
Assessment & Prioritisation: Complaints will be assessed based on urgency, safety risks, and the complexity of the issue.
Resolution Process: Whenever possible, complaints will be resolved at the first point of contact. If needed, they may be escalated for an internal or external review.
Updates & Timelines: We’ll keep you informed throughout the process, explaining any decisions made and the next steps. If there are delays, we’ll let you know why and what to expect next.
Important Information
Anonymous Complaints: We accept anonymous complaints when sufficient details are provided to investigate the issue.
Representation: If you’d like someone to assist or represent you during the complaint process (like a family member, advocate, or community representative), we’re happy to communicate with them with your consent.
Child-Friendly Process: We are committed to handling complaints involving children with care, providing age-appropriate communication and support.
If you’d prefer to contact us directly, you can email us at contact@freo2.org.
Thank you for helping us maintain the quality and integrity of our work.