Let’s face it no one’s perfect, including nonprofit organizations created to support individuals, improve lives, and strengthen communities. Even with a dedicated leadership team and hard-working staff, mistakes are made, egos are bruised and things go wrong in the life of every tax-exempt, nonprofit organization.
From time to time, individual stakeholders may be inspired to file a complaint about a nonprofit. Nonprofit leaders who view a stakeholder complaint as an opportunity to grow and improve make the process of complaining simple and straightforward. Step right up. Tell us what went wrong from your perspective and share your thoughts on how we can remedy the situation. The Nonprofit Risk Management Center encourages every nonprofit to welcome complaints and remove unnecessary barriers to complaining, such as lengthy forms, frustration-inducing voice mail trees, or unfriendly front-desk staff.
When nonprofit stakeholders contact NRMC to inquire about the process for filing a complaint against a nonprofit, we urge callers to begin by contacting the nonprofit to share their concern. A nonprofit should be an unhappy stakeholder’s first stop to seek resolution of a complaint about the organization. The leaders of well-run nonprofits recognize that proper handling of complaints can convert an angry donor, volunteer or service- recipient into a card-carrying ambassador. When receiving a complaint from any stakeholder, remember to:
- Sincerely acknowledge the stakeholder’s frustration, anger or disappointment;
- Stay cool and calm. It’s easy to match a stakeholder’s frustration with your own. Yet there is little benefit—and much to lose—in allowing frustration to get the upper hand. Try to see patience as a strategic lever for getting to the heart of the problem and its positive resolution.
- Take time to understand the nature/subject of the complaint. Resist the urge to rattle off your official policy on the matter. Nothing will anger a volunteer, donor or service recipient quicker than a too-quick recitation of even slightly inapplicable organization policy.
- Remember that you may not be the best person to handle the complaint. If a colleague has essential details or authority that may be relevant to resolving the complaint, politely propose to connect the complainant with the appropriate colleague. Offer to stay involved or follow-up so the stakeholder doesn’t feel that they are been handed off.
If At First You Don’t Succeed…
There may be times when you have a complaint against a nonprofit that can’t be resolved directly with the organization. State governments exercise regulatory authority over the nonprofits incorporated within their borders. In some states the office with oversight responsibility—including the authority to investigate complaints—is the office of the state attorney general, while in other jurisdictions it is the secretary of state’s office or a separate department of consumer protection. A growing number of the states have created easy-to-use online forms for filing complaints against nonprofits.
Keep in mind that state agencies and their staff cannot provide legal counsel or representation to an individual filing the complaint. If you have a personal claim for which you are seeking monetary damages or specific performance, you will need to retain counsel. Also keep in mind that government agencies do not have the financial resources to thoroughly investigate every complaint about organizations, including nonprofits. NRMC does not collect or retain data on how complaints are handled nor can we forecast the likelihood that a complaint to a government agency will be addressed. If you discover that one of the links below has changed or there is another avenue for reporting concerns in your state, please let us know at info@nonprofitrisk.org.
Internal Revenue Service
Members of the public may send information that raises questions about an exempt organization’s compliance with the Internal Revenue Code to IRS – EO Referrals, 1100 Commerce Street, MC 4910 DAL, Dallas, TX 75242. They may use Form 13909, Tax-Exempt Organization Complaint (Referral) Form, for this purpose.
In addition to oversight by the IRS, tax-exempt organizations are subject to oversight by State charity regulators and State tax agencies. Additional resources include state charity regulators and/or state tax agencies.
Note: The listing below does not include state labor departments or human relations/EEOC agencies—the agencies that typically handle claims and complaints about wage and hour or civil rights violations.
Alabama
Online complaint form:
www.ago.state.al.us/consumer_form.cfm
Alaska
Brochure regarding Consumer Protection Act: www.law.state.ak.us/pdf/consumer/BrochureGeneric_TRI.pdf
Background on filing a complaint:
www.law.state.ak.us/department/civil/consumer/cp_complaint.html
Directions on how to handle your own complaint, including a sample complaint letter:
www.law.state.ak.us/department/civil/consumer/complaint-own.html
Consumer complaint form:
www.law.state.ak.us/pdf/consumer/FORM_complaint.pdf
Arizona Procedures for filing a consumer fraud complaint online: www.azag.gov/consumer/OnlineInstructionsEng.html
Consumer complaint form for on line filing:
www.azag.gov/consumer/complaintform.html
Procedures for filing a consumer fraud complaint by mail:
www.azag.gov/consumer/MailInInstructionsEng.html
Consumer complaint form for mailing:
www.azag.gov/consumer/consumercomplaintform.pdf
Arkansas
General instructions on submitting a complaint:
www.arkansasag.gov/consumers_consumer_complaints.html
Consumer Complaint for mailing:
www.arkansasag.gov/pdfs/CONSUMER_COMPLAINT_revised_11022010.pdf
Consumer complaint form for online submissions:
www.arkansasag.gov/contact_us_consumer_complaint_form.html
California
General information regarding handling charity complaints:
http://oag.ca.gov/charities
Complaint to attorney general on a nonprofit organization: http://ag.ca.gov/charities/forms/charitable/ct9.pdf
Colorado
General instructions for submitting a complaint, including link for Complaint Form Charities Program:
www.sos.state.co.us/pubs/charities/forms/CHAR_COMP.pdf
Connecticut
General information from the office of the Attorney General:
www.ct.gov/ag/cwp/browse.asp?a=2270
Information about the work done by Special Litigation and Charities Unit: www.ct.gov/ag/cwp/view.asp?A=2270&Q=299484
Complaint form:
www.ct.gov/ag/lib/ag/consumers/consumercomplaintform.pdf
Delaware
Instructions on reporting charity fraud: http://attorneygeneral.delaware.gov/consumers/protection/charities.shtml
District of Columbia
Form to report complaints about a business: https://dcra.dc.gov/service/file-complaint-business#:~:text=If%20you%20have%20any%20other,.consumerprotection%40dc.gov.
Florida
General information about the Division of Consumer Services:
www.800helpfla.com/soc.html
Online complaint form for submission to the Division of Consumer Services:
https://csapp.800helpfla.com/CSPublicApp/Complaints/FileComplaint.aspx
Georgia
General information about the office of consumer protection and approaches to filing a complaint:
http://consumer.georgia.gov/consumer-topics/charities
Information on filing a complaint:
http://consumer.georgia.gov/consumer-topics/filing-a-complaint
Form for mailing a complaint:
http://consumer.georgia.gov/pdf/Complaintform.pdf
Interactive consume complaint from for submitting on line:
http://oca.awe.gta.ga.gov/ima_form.asp?name=GENERAL_COMPLAINT
Hawaii
General information re: attorney general’s oversight:
http://hawaii.gov/ag/charities/
Complaint to the attorney general on a nonprofit organization:
http://hawaii.gov/ag/charities/forms/compl_2_ag_on_nonprofit_org-revised.pdf
Idaho
Office of the attorney general information re: charitable fraud and filing a complaint:
www.ag.idaho.gov/publications/consumer/CharitableGiving.pdf
Illinois
General information filing a consumer complaint, with links to form:
www.illinoisattorneygeneral.gov/consumers/filecomplaint.html
Attorney general consumer fraud bureau complaint form:
www.illinoisattorneygeneral.gov/consumers/conscomp.pdf
Indiana
General information about charitable giving: www.indianaconsumer.com/consumer_guide/charitable_giving.asp
General information about filing a consumer complaint:
www.in.gov/attorneygeneral/2434.htm
Online consumer complaint form:
http://12.186.81.50/ConsumerComplaintForm/ConsumerComplaintForm.htm
Consumer complaint form for mailing:
www.in.gov/attorneygeneral/files/complaint.pdf
Iowa
General information about protecting charitable giving:
www.iowaattorneygeneral.org/protecting_giving/index.html
Online nonprofit abuse complaint form:
www.state.ia.us/government/ag/file_complaint/online_nonprofit_abuse_complaint_for m.html
Kansas
General information regarding filing a consumer complaint including links:
www.ksag.org/page/file-a-consumer-complaint
General information of attorney general assisting consumers:
www.ksag.org/page/assisting-consumers
Charitable organization investigative request:
www.ksag.org/files/Charities_Form.pdf
Kentucky
Links for resources on charitable giving:
http://ag.ky.gov/civil/consumerprotection/charity/
Links to complaint forms by county:
http://ag.ky.gov/civil/consumerprotection/complaints/forms.htm
Louisiana
General information regarding charities:
www.ag.state.la.us/Article.aspx?articleID=3&catID=0
Charity complaint form:
http://ag.state.la.us/Shared/ViewDoc.aspx?Type=3&Doc=212
Maine General information about consumer protection:
www.maine.gov/ag/consumer/
Links to forms:
www.maine.gov/ag/consumer/charities/complaint.shtml
Maryland
Are You Concerned About a Charity? Let Us know online form:
www.sos.state.md.us/charity/Concern.aspx
Massachusetts
Background on AG’s Oversight & Enforcement Role:
www.mass.gov/?pageID=cagoterminal&L=3&L0=Home&L1=Non-Profits+%26+Charities&L2=Registering+a+Public+Charity&sid=Cago &b=terminalcontent&f=nonprofit_general_faqs_about_charities&csid=Cago
Charitable Organization Complaint Form:
www.mass.gov/Cago/docs/nonprofit/charities_complaint.pdf
Michigan
General information regarding charities:
www.michigan.gov/ag/0,1607,7-164-17331_23326-63035–,00.html
Consumer Complaint/Inquiry Filing Information:
www.michigan.gov/ag/0,1607,7-164-35846-42077–,00.html
Online filing complaint form:
https://secure.ag.state.mi.us/complaints/consumer.aspx
Consumer complaint inquiry form – printable version:
www.michigan.gov/documents/ag/Consumer_Complaint_Form_346645_7.pdf
Minnesota
General information about charities and filing a complaint:
www.ag.state.mn.us/charities/phonycharityvsreal.asp
Nonprofit/charity complaint:
www.ag.state.mn.us/ElectronicForms/CharitiesComplaintForm.pdf
Mississippi
General information about the Securities and Charities Division of the Secretary of State:
www.sos.ms.gov/securities_and_charities_charities.aspx
Charity complaint form:
www.sos.ms.gov/links/sec_char/CharityComplaint.pdf
Missouri
Information about having and filing a consumer complaint:
http://ago.mo.gov/consumercomplaint.htm
Consumer complaint form online:
www.consumer.ago.mo.gov/
Consumer complaint form – printable:
http://ago.mo.gov/forms/complaintform.pdf
Montana
Information about consumer complaints, plus link to online form:
www.doj.mt.gov/consumer/consumercomplaint.asp
Common problems who to contact:
www.doj.mt.gov/consumer/commonproblems.asp
File a Complaint – Start:
https://app.doj.mt.gov/apps/Oscar/complaintstart.aspx
Consumer Complaint form printable version:
www.doj.mt.gov/consumer/docs/complaintform.pdf
Nebraska
Information regarding consumer protections and links to informational brochures:
www.ago.ne.gov/consumer/ ; www.ago.ne.gov/consumer/emailforms/consumer_complaint.htm
How do I file a consumer complaint?
www.ago.ne.gov/complaint;
Consumer complaint form:
www.ago.ne.gov/resource/forms/consumer_complaint
Nevada
http://ag.state.nv.us/org/bcp/bcp.htm
http://ag.state.nv.us/org/bcp/cadinfo.htm
New Hampshire
Consumer complaints – Understanding the Complaint Process:
http://doj.nh.gov/consumer/complaints/index.htm
Consumer complaints with link to electronically filed form and printable version:
www.egov.nh.gov/consumercomplaint/
Printable Form:
www.doj.nh.gov/consumer/documents/consumer-complaint.pdf
Filing a Consumer Complaint online:
www.egov.nh.gov/consumercomplaint/step1.asp
New Jersey
Division of Consumer Affairs – How to File a Complaint:
www.nj.gov/oag/ca/comp.htm
Consumer Complaint Form:
www.nj.gov/oag/ca/complaint/ocp.pdf
New Mexico
Consumer Protection Division, general information with links to tips on resolving disputes and consumer complaint form:
www.nmag.gov/office/Divisions/CP/Default.aspx
Should You File a Complaint? (Consumer Protection Division):
www.nmag.gov/office/Divisions/CP/shouldyoufile.aspx
Instructions for filing a Consumer Complaint and Complaint Form – printable:
www.nmag.gov/office/Divisions/CP/ConsumerComplaint.pdf
Consumer Complaint Form:
www.nmag.gov/office/Divisions/CP/complaint.aspx
New York
Contact information regarding charities:
www.charitiesnys.com/contact_new.html
Charities Complaint with link to form:
www.charitiesnys.com/complaints_new.html
Complaint inquiry form:
www.charitiesnys.com/pdfs/char030.pdf
North Carolina
General information regarding charities from the Department o f Justice:
www.ncdoj.gov/Consumer/Charities-and-Non-Profits.aspx
File a Complaint – What to Know about Filing a Consumer Complaint with links to electronic and printable versions:
www.ncdoj.gov/getdoc/fdbee1c7-c2a9-4f67-91b2-bb50beea1c0a/2-2-12-File-a-Complaint.aspx
File a complaint – electronic:
www.ncdoj.gov/getdoc/59be4357-41f3-4377-b10f-3e8bd532da5f/Complaint-Form.aspx
Consumer complaint form – printable:
www.ncdoj.gov/getdoc/b92bda56-ef5b-4bad-8717-854c28b27438/Consumer-Complaint-Form.aspx
North Dakota
Consumer Protection Information and Links:
www.ag.state.nd.us/CPAT/CPAT.htm
Consumer Complaint Form:
www.ag.state.nd.us/CPAT/PDFFiles/SFN7418.pdf
Ohio
File a complaint about bingo, a charity or a charitable solicitation:
www.ohioattorneygeneral.gov/services/non-profits/file-a-non-profit-complaint
Complaint Form – online:
https://coin.ag.state.oh.us/DesktopDefault.aspx?tabindex=4&tabid=9
Charitable Organization Complaint Form printable:
www.ohioattorneygeneral.gov/files/Forms/Forms-for-Non-profits/Charitable-Org-Complaint-Form
Oklahoma
Public Protection Unite – If you have a consumer complaint:
www.oag.state.ok.us/oagweb.nsf/ccomp.html
Consumer complaint form:
www.oag.state.ok.us/oagweb.nsf/0/dd237d83d9509cff862572b400738e40/$FILE/complnt.pdf
Consumer complaint form:
www.oag.state.ok.us/consumer/complt.nsf/complaint.html
Oregon
Complaint Form:
www.doj.state.or.us/charigroup/complaint.shtml
Solicitation Complaint Form:
http://www.doj.state.or.us/charigroup/download/inquiry.pdf
Pennsylvania
Filling a complaint with the Charitable Trusts and Organizations Section with link to form:
www.attorneygeneral.gov/complaints.aspx?id=475
Charitable Trusts and Organizations Complaint Form:
www.attorneygeneral.gov/uploadedFiles/Complaints/charities.pdf
Rhode Island
Department Complaint Form:
www.dbr.state.ri.us/documents/divisions/banking/securities/complain-frm.pdf
South Carolina
Department of Consumer Affairs Complaint Services information and link to form:
www.scconsumer.gov/complaint_services.htm
Complaint Form – online:
www.scconsumer.gov/dcacf/dcapolicy.htm
South Dakota
Online consumer complaint form:
http://atg.sd.gov/Consumers/HandlingComplaints/ConsumerComplaintForm.aspx
Consumer Complaint printable form:
http://atg.sd.gov/LinkClick.aspx?fileticket=v6o56SRFzIo%3d&tabid=413
Tennessee
Online complaint form:
www.tn.gov/consumer/consCompFrm.shtml
Complaint form – printable:
www.tn.gov/sos/forms/ss-6077.pdf
Texas
Charities and Nonprofit – complaints and enforcements:
www.oag.state.tx.us/consumer/charities_complaints.shtml
Utah
How to file a complaint with the division including link:
http://consumerprotection.utah.gov/complaints/manual.html
Consumer complaint form:
http://consumerprotection.utah.gov/downloads/complaint_form.pdf
Vermont
How to file a complaint including online link [handled through the Community Assistance Program of the University of Vermont]:
www.uvm.edu/consumer/?Page=complaint.html
Virginia
Office of the Attorney General:
www.vdacs.virginia.gov/consumers/oca.shtml
Washington
General information including links to electronic and printable forms:
www.atg.wa.gov/fileacomplaint.aspx
West Virginia
General information about charities:
www.sos.wv.gov/business-licensing/charities/Pages/default.aspx
Complaint form:
www.sos.wv.gov/business-licensing/charities/Documents/charities_complaint.pdf
Wisconsin
Consumer protection how to file a complaint:
www.doj.state.wi.us/dls/ConsProt/cp_complaints.asp
Wyoming
Information and contacts for making a complaint:
http://attorneygeneral.state.wy.us/index.html