How to raise a concern about an AWL activity, staff member, volunteer, donation, safeguarding issue, or website experience.
Last updated: 4 July 2026
Use the Contact page and select “Other,” clearly label the message “Complaint,” and explain what happened, when it happened, and how AWL can safely contact you. Anonymous concerns may be submitted, although limited contact information can make follow-up difficult.
AWL will acknowledge the concern, identify a responsible reviewer without a conflict of interest, assess immediate safety needs, and explain the next step. Serious safeguarding or legal matters may be referred to the appropriate authority.
Information will be shared only with people who need it to respond. AWL does not accept retaliation against a person who raises a concern in good faith.
Include the AWL or provider transaction reference, amount, currency, and payment date. Never include a PIN, password, OTP, or complete card number.
AWL is still formalizing published service timelines. Urgent safety concerns will be prioritized, and ordinary concerns will receive an acknowledgement as soon as operationally possible.
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