Collection Policy

OUR GOAL 

To provide practical resources for families in need. To show people that we care by easing the burdens associated with young children, as well as connecting them to other services in the local area.

MISSION STATEMENT

“It takes a village to raise a child” - An African proverb which means it takes an entire community of different people interacting with children in order for a child to experience and grow in a safe environment.

To make the collection process easy, safe and efficient for us all, we have some guidelines to assist:-

1. When you contact us for the first time, we will ask you to register with our service, the link to the online form will be sent to you the first time you contact our team or can be found on our website www.sunshinebendigo.org.au When you register with us, we will add you to our mailing list to keep updated. You can unsubscribe at any time. 

2. All requests are preferred in writing via our online request form, and we ask that you complete one order form per family. The order form ensures that you are made aware of all the material aid that is available to you, please be as specific as possible so we are able to assist in the best way we can. 

3. It is very helpful if you can tell us the due or birth date of the child and gender if known so that we can prioritise requests and provide you with the appropriate items. 

4. If you need to make alterations to an order, please email us (including the request number) at request@sunshinebendigo.org.au and we can update the form. Similarly, if your client no longer requires the items, please let us know. 

5. To avoid duplication of orders, please let us know if any other agency or service is supporting your family, and please tell us the parent’s name 

6. Once your request is received, we will be in touch by email. We will let you know what we have to fill your request now and if there are items you will have to wait for. 

7. Orders must be collected from our warehouse at 18 Vains Street, Golden Square once you have been advised the order is complete. If you are sending your clients to pick up the order, we need to be advised prior to collection of their details. We can hold the order for a maximum of 6 working days after the order is confirmed. 

8. If you are sending a colleague in your place, please provide us with your colleague’s full name. 

9. Please ensure all communication with our team, and their personal contact details, are kept private and confidential. Please do not ask your clients to contact us directly unless prior arrangements have been made with us.

10. Our organisation has a strong social media presence which allows us to network effectively in the community to source essential material aid in a timely manner. You may be asked to pose for a photograph, and tell us something about your work, your family, or your day as a case study. We understand that in some instances this may not be possible, or you require to get permission from your organisation. 

11. If the items provided are not given to the family they were requested for, please ensure you advise us or return them to us as soon as possible. 

12. In the rare instance that an item fails please contact us immediately via request@sunshinebendigo.org.au and we will repair or replace the item if possible. 

13. Please remember that we are all volunteers and are doing the best we can to fill requests as fully and quickly as possible. We may not always be able to completely fill a request you make. 

14. Please let us know if you have any feedback. We are continually striving to improve our processes. 

We may amend or update this collections policy from time to time. We will advise you in writing if we do so.

*Collection Policy update as at August 2022