Individual Philanthropist Assistance, Complaints and Disclosures Policy
Effective Date: 1st July 2025
Care Wave Foundation is committed to providing transparent, responsible, and professional services to individual philanthropists, donors, volunteers, beneficiaries, and other stakeholders.
We offer different products, programs, and facilitation opportunities for charitable and humanitarian purposes. Individuals who have legitimate and lawful sources of income may be eligible to participate in or receive facilitation through our charitable programs, subject to applicable laws, organizational policies, eligibility requirements, and verification procedures.
At Care Wave Foundation, we take pride in the quality of donor and stakeholder care that we provide. Service delivery, transparency, accountability, and appropriate financial controls are among our key priorities.
Our trained, courteous, and experienced team members are available to assist you and work toward a prompt and fair resolution of questions, concerns, or complaints.
1. Assistance and Philanthropist Services
Care Wave Foundation may provide assistance, facilitation, products, or services for charitable and humanitarian purposes to eligible individuals and communities.
Individuals seeking assistance or participating in our programs may be required to provide accurate information and supporting documentation where reasonably necessary.
Care Wave Foundation reserves the right to:
- Verify information provided by applicants, donors, or participants
- Request supporting documents where appropriate
- Conduct reasonable due diligence
- Approve, decline, suspend, or discontinue assistance or facilitation where eligibility requirements are not met
- Take appropriate action where information provided is inaccurate, misleading, fraudulent, or unlawful
All assistance and facilitation are subject to available resources, program objectives, eligibility criteria, and applicable laws and regulations.
2. Questions and General Queries
For questions or queries related to Care Wave Foundation’s services, charitable programs, products, donations, assistance, or other activities, please contact our support team.
Email: info@carewavefoundation.pk
Our team will make reasonable efforts to provide accurate information and assist you with your inquiry.
3. Complaints
Do you have a complaint about a Care Wave Foundation product, service, program, donation process, or interaction with our staff or representatives?
Care Wave Foundation aims to provide reliable, consistent, transparent, and respectful service at all times. Our goal is to identify concerns, investigate them fairly, and work toward a timely and appropriate resolution.
We want to resolve any problems you may have experienced as promptly and effectively as possible. Your feedback is valuable and helps us improve our services, programs, and internal processes.
We regard a complaint as any written or verbal expression of dissatisfaction concerning an individual, service, program, product, organizational process, or any aspect of the delivery of our services.
A complaint may arise from something we have done or failed to do, whether intentionally or unintentionally.
4. Our Commitment
Care Wave Foundation will make reasonable efforts to resolve complaints within 3 working days of receiving the complaint whenever possible.
Complaints may be submitted through:
- Telephone
- Online contact or complaint form
- Written communication
- Other official communication channels
Where a complaint cannot be fully resolved within 3 working days, we will acknowledge the complaint and inform the complainant that the matter is being reviewed.
We will record formal complaints within our internal complaints-handling system and deal with them appropriately.
Upon receiving a formal complaint:
- We will acknowledge the complaint promptly where an immediate full response cannot be provided.
- We will review the information supplied.
- We will investigate the matter based on the nature and circumstances of the complaint.
- We may contact you for additional information or clarification if required.
- We will seek to provide a fair and reasonable resolution.
5. How to File a Complaint
You can file a complaint regarding the services, programs, products, donations, or activities of Care Wave Foundation by contacting us through the following channels:
Complaint Email: complaints@carewavefoundation.pk
General Email: info@carewavefoundation.pk
Contact Number: +92 322 2000543
Website: https://carewavefoundation.pk/
In Writing:
Care Wave Foundation
Saba Commercial, Street #1, Phase V, DHA,
Karachi, Sindh, Pakistan
When submitting a complaint, please provide, where possible:
- Your full name
- Email address
- Phone number
- Date of the incident or concern
- Nature and reason for the complaint
- Relevant transaction, donation, application, or reference number, if applicable
- Details of the person, service, program, or product involved
- Any supporting information or documents
Providing complete information can help us investigate and resolve your complaint more efficiently.
6. Complaint Handling and Investigation
The designated Care Wave Foundation representative or relevant management team will review the complaint and endeavor to address the issue fairly and professionally.
Depending on the nature of the complaint, we may:
- Review relevant records and documentation
- Contact relevant staff members or representatives
- Request additional information from the complainant
- Review applicable policies and procedures
- Take corrective or preventive action where appropriate
All complaints will be handled with reasonable confidentiality, subject to legal, regulatory, safeguarding, and operational requirements.
7. Resolving Your Complaint
Care Wave Foundation aims to provide a full and final response within 15 working days from the date we receive the initial formal complaint, where reasonably possible.
Our response may include:
- Our understanding of the complaint
- The outcome of our review or investigation
- Any corrective action taken or proposed
- An explanation where the requested resolution cannot be provided
- Information regarding further escalation, where applicable
If we are unable to provide a full and final response within 15 working days, we will communicate an update regarding the progress of the complaint and, where reasonably possible, provide an expected resolution timeframe.
Care Wave Foundation is committed to ensuring that complaints are considered fairly and in good faith.
8. Complaint Handling Contact Point
The designated complaint-handling contact point at Care Wave Foundation is the Care Wave Foundation Charity/Complaints Team or designated management representative.
Any customer, donor, beneficiary, volunteer, or stakeholder support issue that is formally escalated as a complaint may be referred to the appropriate team member or management representative for review.
9. How to Escalate a Complaint
If you are not satisfied with the response provided by the initial complaint-handling representative, you may request that your complaint be escalated to Care Wave Foundation management.
For escalation, please contact:
Email: info@carewavefoundation.pk
Phone: +92 322 2000543
Please include the original complaint details and, where applicable, the response you received and the reason you remain dissatisfied.
Care Wave Foundation management will review the matter and make reasonable efforts to provide an appropriate resolution.
10. Disclosure and Transparency
Care Wave Foundation is committed to transparency and responsible charitable practices.
Where appropriate and legally permissible, information relating to our programs, charitable activities, financial processes, and organizational operations may be disclosed through our official website, reports, communications, or other appropriate channels.
Personal, confidential, donor, beneficiary, or sensitive information will be handled in accordance with our Privacy Policy and Digital Consent and applicable legal requirements.
11. Protection Against Retaliation
Care Wave Foundation encourages individuals to raise genuine concerns or complaints without fear of unfair treatment or retaliation.
We will make reasonable efforts to ensure that individuals who submit legitimate complaints or provide feedback are treated respectfully and fairly.
However, knowingly submitting false, fraudulent, malicious, or deliberately misleading information may result in appropriate action.
12. Commitment to Our Donors and Stakeholders
Care Wave Foundation greatly values the trust and support of our donors, philanthropists, volunteers, beneficiaries, partners, and community members.
We are committed to maintaining high standards of:
- Transparency
- Accountability
- Professionalism
- Donor care
- Financial responsibility
- Service quality
- Ethical conduct
Your feedback helps us strengthen our programs and improve the services we provide to communities.
Thank you for taking the time to provide your feedback and for supporting Care Wave Foundation.
Contact Us
Care Wave Foundation
Office Address:
Saba Commercial, Street #1, Phase V, DHA,
Karachi, Sindh, Pakistan
Phone: +92 322 2000543
Email: info@carewavefoundation.pk
Complaints: complaints@carewavefoundation.pk
Website: https://carewavefoundation.pk/
© Care Wave Foundation. All Rights Reserved.