Privacy and Complaints Policies

The Humanitarian Coalition is a joint appeal mechanism. It is comprised of Action Against Hunger, Canadian Foodgrains Bank, Canadian Lutheran World Relief, CARE Canada, Doctors of the World, Humanity & Inclusion, Islamic Relief Canada, Oxfam Canada, Oxfam-Québec, Plan International Canada, Save the Children Canada and World Vision Canada. With a combined presence in more than 150 countries, we bring together Canada's leading aid agencies to finance relief efforts in times of international humanitarian crises. We work together to eliminate unnecessary competition, reduce the duplication of fundraising costs, and inform the public on humanitarian needs. By joining their efforts, the members of the Humanitarian Coalition strive to increase transparency and accountability to both the Canadian public and to those they assist around the world. Together, they will reduce administrative costs and ensure help gets to where it is needed faster than it was possible before. It does not operate humanitarian programs of its own.

A. Commitment to Privacy

At the Humanitarian Coalition, we respect your right to privacy and we understand that donors, prospective donors, users of the Humanitarian Coalition Web site and others who have contact with our organization offline need to be in control of their personal information. "Personal information" is any information that can be used to distinguish, identify or contact an individual. The personal information that the Humanitarian Coalition collects when engaged in fundraising and processing donations includes, but is not limited to: name, address, telephone number, e-mail address and credit card information.

The Humanitarian Coalition Privacy Statement describes the Humanitarian Coalition practices and policies for collecting, using and disclosing personal information in the course of raising and administering funds to support Humanitarian Coalition projects. It may be updated from time to time to reflect developments in our practices, new technology or in the law. Updated versions will be made available in the same way as the privacy statement, including by posting on the Web site. Please check the Web site to see the current version of the privacy statement. Questions regarding this statement should be directed to the Humanitarian Coalition by e-mailing

B. Accountability

The Humanitarian Coalition is responsible for all personal information under its custody or control. Jade Moore, the Humanitarian Coalition’s Donor Relations Officer, has been appointed as privacy officer for the Humanitarian Coalition. The privacy officer may delegate day-to-day responsibility for administration of the Humanitarian Coalition’s privacy policies to other employees but the privacy officer remains accountable for the Humanitarian Coalition’s handling of personal information.

C. Personal Information

You do not have to provide any personal information on our Web site unless you choose to do so. We ask for personal information on our "Donate Online" page. We ask for the same information when you make a donation by mail or over the telephone. We use this information to process your donation and to write to you acknowledging receipt of your donation for tax purposes. In addition, your name and other information will be placed on our mailing list. Mailing lists are used for the following purposes: Mailings (by post or electronic) and/or phone calls to make a request for your support;Mailings (by post or electronic) and/or phone calls to invite supporters to special events;Mailings (by post or electronic) and/or phone calls to advise you of interesting ways to support the Humanitarian Coalition;Electronic mailings to alert you of updated information and interesting features on our Web site. If you do not want your personal information to go on our mailing list, you may ask us to remove it at any time by following the “unsubscribe” link at the bottom of Humanitarian Coalition emails, by contacting the Humanitarian Coalition directly at, or by mail at: The Humanitarian Coalition, 39 McArthur Avenue, Ottawa, ON, K1L 8L7

D. Disclosure to Third Parties

The Humanitarian Coalition does not sell, rent, exchange, or otherwise give any of its donors’ e-mail addresses, postal addresses or telephone numbers to outside organizations. When we employ other organizations to carry out functions on our behalf, they are required to use personal information only for the purpose of the functions they are providing and only in compliance with privacy laws. If you have any concerns about the protection of your personal information, e-mail us at

E. Information from Other Sources

The Humanitarian Coalition occasionally uses mailing lists received from other organizations. When we do so, we ask the organization to provide only names of individuals who have consented to the sharing of their information. If we are contacting you based on one of these lists, we will give you an opportunity to tell us whether you wish to receive further communications from the Humanitarian Coalition and we will respect your wishes.

F. Information Collected from the Web Site

1) Credit Card Security: The Humanitarian Coalition is grateful for the donations we receive that help us to continue our valuable work. It is important to us that the information you give to us when making an online donation remains secure. Your credit card information is therefore secured by a reputable security company. The information is used only for that particular transaction and is not stored. Note: To ensure your payment information is secure we use the Paypaq (TM) Payment Solutions Gateway. The Paypaq (TM) Payment Solutions Gateway processes your credit card information securely in real time using the latest available encryption technology. This means your payment information cannot be read as it travels over the Internet to your credit issuing institution. Look for the unbroken key or lock symbol on the bottom of the payment information page to ensure you are submitting your payment information on a secure form.

2) Domain Name: The Humanitarian Coalition‘s Web server automatically recognizes, but does not collect or use, your domain name (IP address). The Humanitarian Coalition anonymously tracks your visit in order to compile statistical information about the use of our Web site. We do not collect individual information about you or your use of this site.

3) E-mail Addresses: Our Web site does not automatically recognize your e-mail address. We collect the e-mail addresses of those who communicate with us by e-mail and we ask for your e-mail address on our "Donate Online" page. If you communicate with us by e-mail, or give us your e-mail address, we will send you occasional e-mail updates. If you do not want to receive e-mail updates, you can follow the instructions at the bottom of any e-mail update you may receive. You may also email us at

External Feedback and Complaints Policy

Any Humanitarian Coalition operation receiving complaints from external stakeholders has a responsibility to ensure that the complaint is acknowledged and followed up in an appropriate and timely fashion. The Humanitarian Coalition will comply with applicable laws or regulations when responding to and investigating complaints. In the context of this policy, a complaint is an external grievance made against the Humanitarian Coalition or more specifically against one of its employees, associated “consultants” or partners where the Humanitarian Coalition has allegedly failed to meet a commitment. Such a commitment might be related to our activities, our use of resources, our mission and values, staff conduct / behaviour or a legal requirement. In the event the complaint is in regards to the Executive Director, the complaint will be brought forward directly to the Board of Directors for review.

Policy Implementation – Making a Complaint

The Humanitarian Coalition will make available on its website information to stakeholders on how to make a complaint about the Humanitarian Coalition’s activities. As appropriate, these complaints will be referred to the Executive Director. The Humanitarian Coalition will endeavor to assess and respond to complaints within a reasonable period of time. As long as complainants furnish a contact e-mail or postal address, they will be kept appropriately informed of the status. Any investigation and related information will be kept strictly confidential, subject to the need to conduct a full and appropriate investigation. The Humanitarian Coalition reserves the right to choose not to investigate complaints judged as unfounded or frivolous.

Escalation of Complaints

Repeated and well-founded complaints not satisfactorily addressed or resolved may be referred to a higher management level, which may include the Board of Directors.

All questions and complaints should be communicated via email at or by phone toll-free at 1-855-461-2154. Written complaints can also be sent directly to the Humanitarian Coalition at: Humanitarian Coalition, 39 McArthur Ave, Ottawa, Ontario, K1L 8L7