Helpline number: 021 6279 8990
Lines are open from 10am to 10pm, 7 days a week.
Tel: 021 6279 7943
Fax: 021 6279 7943
Lifeline Shanghai welcomes ALL feedback. Please email your comments to our Program Manager at: firstname.lastname@example.org.
What can I provide feedback about?
You can provide feedback about any aspect of the service provided by Lifeline Shanghai. This includes the standard of services provided and the behaviour and attitude of the staff providing the services.
Who else will know about my feedback?
Your privacy and confidentiality will be respected and protected. If you don't want to provide your full name, you will not be disadvantaged in your dealings with us. However, if you would like to have us fully investigate your complaint, we may need to ask you for some additional details.
What will Lifeline do?
We will listen to your feedback and we will try to get as much detail about the issue/situation as possible. We may call you or email you (if you give us your contact information) to find out further details regarding your feedback. We commit to investigating and resolving your complaint quickly, fairly, and confidentially.
The relevant facts of your feedback will be recorded. This information will only be accessible to people in Lifeline Shanghai who need it to investigate the situation. We will work towards giving you a response within fifteen working days; in the meantime, we will keep you up to date with progress.
What can I do if I'm still not satisfied?
If you are not satisfied with our response to your feedback, you may ask that it be considered by a more senior staff member of Lifeline Shanghai. If you are still not satisfied, you may wish to address your complaint to the Chairperson of our Board of Directors.
What will you do with the information I provide?
The Program Manager will assess the feedback and contact whoever else in the organization needs to be involved to ensure that the matter is resolved if possible. Compliments will be passed along to the relevant person(s) if we have enough details.
We are grateful for the information that you provide and use it to improve our service.