CUSTOMER SERVICE

FAQ | Frequently Asked Customer Questions | World Vision Canada

Frequently Asked Questions

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  • Open Is child sponsorship an effective way to help? Yes. When you sponsor a child, you help bring long-term changes to that child’s community, creating a happier and healthier environment in which to grow up. Click here to learn more.
  • Open How are children chosen for sponsorship? Community members help identify the most vulnerable children in their area. Then, the families of these children are asked if they'd like to be part of the child sponsorship program, with the understanding that the benefits will be shared by everyone in the community.
  • Open How long will I sponsor my child? We work in a community until it becomes self-sufficient, which usually takes from 10 to 15 years. As a sponsor, you join in this work for as long as you are able. However, each time you select a child to sponsor, there are many other variables that determine the length of time that the child may be available for sponsorship, such as the development phase of the project, or if the child’s family stays in the project area. When a child is no longer available or when a project comes to an end, you will be invited to help transform another child’s life
  • Open As a child sponsor, what will I receive from World Vision? When you become a child sponsor, you receive a welcome package and a letter of introduction from your sponsored child, or from World Vision staff working in the child's community. Each year, you’ll also receive an updated photo of your sponsored child and a progress report, which will let you know about the good news happening in his or her community.
  • Open Is the money I give to World Vision handled responsibly? Yes. We account for every dollar. Of the funds given to World Vision in 2014, 80.9% went directly to programs that help children and families, 13.9% went to fundraising, and 5.2% was allocated to administration. Audits are conducted regularly by external firms to verify the accuracy of our financial reporting.

    To learn more about how donations are used, check out our latest Annual Report.
  • Open Should I write to my sponsored child? We strongly encourage you to write to your sponsored child. Children love to hear from their sponsors and often treasure the letters and photos that are sent. Click here learn more about corresponding with your sponsored child.
  • Open How do I write to my sponsored child? When writing to your sponsored child, use the World Vision national office address located in the picture folder for your sponsored child. All correspondence must include:

    - World Vision's national office address (exactly as it appears) on the front of the envelope.

    - Your sponsored child's name and child ID number on the back flap of your envelope and on the top of your letter.

    Please do not write your address inside the letter. Your letters may reach your sponsored child in a few weeks, but the response time can be quite long for some countries, up to six months, in some cases. For more tips on writing to your sponsored child, click here.
  • Open Can I email my sponsored child? Yes, you are able to email sponsored children in some communities. To do this, you will need to create a My World Vision account by clicking the "Create an Account" link at the top of the page. For more information, contact us at info@worldvision.ca or call us at 1-866-595-5550.

    You can also learn more about corresponding with your sponsored child by clicking here.
  • Open Can I send a gift to my sponsored child? Sure, but please send simple gifts tucked into your letters and cards. Flat items such as photos, bookmarks, stamps or stickers, in an envelope no bigger than 6 x 9, are ideal. Please don't send parcels or cash. Your sponsored child's picture folder — which you receive in your welcome package — gives you all the address details.
  • Open Can I visit my sponsored child? A visit to your sponsored child and their community is a rewarding way to see the benefits of your contributions. Contact us at least three months before your intended departure date and before you make any travel arrangements. To begin coordinating your visit click here. or contact us at 1-866-595-5550 (Menu option "Sponsor Visits")
  • Open Can I adopt or bring a sponsored child to Canada? No. We do not organize adoption or bringing children to Canada for visits. Your help to improve a child’s quality of life and self-reliance in their own countries and cultures has deeper value than moving them to a foreign country.
  • Open Can I contact my sponsored child through social media? Technology has created so many new opportunities for connecting with those we care about, but we discourage sponsors from trying to contact children using social media sites, like Facebook. One reason is because of our priority to ensure both their safety and privacy, as well as yours.
  • Open What information should I not share about my sponsored child? Again, our priority is ensuring the safety and respecting the privacy of all sponsored children. To help with this important goal:

    - Please only use the first name of your sponsored child.
    - Please do not share your sponsored child's ID number online or with others
    - Please do not share identifying or private information about the child (i.e. the name of the location where he or she lives).
    - Please ensure that the photos you share in letters or emails with your child are appropriate.

    We appreciate your support and understanding in protecting the safety of your sponsored child. If you have any questions or concerns please contact us at info@worldvision.ca or 1-866-595-5550.
  • Open Can I get an official tax receipt for a donation? Yes. We issue a yearly cumulative tax receipt for all of your monthly child sponsorship payments and other World Vision donations. Receipts are typically mailed to donors in February.

    For more information about tax receipts and to learn how you can receive yours sooner, click here.
  • Open What if I can’t make my child sponsorship donations? Please contact World Vision as soon as possible at 1-866-595-5550 to explore the options available.
  • Open How do I update my contact or donation method information? If you need to change your address, phone number or donation information, you can call us at 1-866-595-5550.

    You can also update your contact and donation information in the "My Account" section of your My World Vision account.

    Don't have an account? Register for one here.
  • Open How often does World Vision raise the child sponsorship rate? We raise the rate when essential in order to maintain the level of support we provide to those in need. The last rate increase was in 2012 and before that in 2005.
  • Open Why does World Vision fundraise face-to-face through malls, door-to-door and street marketing? Face-to-face fundraising is an efficient way of helping thousands of children and their community in need. It's also a great way to talk to Canadians about what we do and enables us to reach Canadians who may not otherwise have the opportunity to support us. Many prefer this form of fundraising as it gives them the opportunity to ask questions about our work and discuss the different ways in which they can donate.
  • Open How do I identify a face-to-face World Vision fundraiser? Fundraising representatives follow a fundraising code of conduct, which is a part of their employment agreement. The code of conduct states face-to-face fundraisers must "represent World Vision Canada in a professional manner”. Our fundraisers wear a photo ID badge that should be clearly visible. The badge includes their name, personal ID number and the client name.
  • Open I received an email or read social posts with various allegations. Are these statements true or false? These statements are not true. We are aware of a malicious email that has been circulating. The email names World Vision Canada and a number of other charities, and its anonymous author makes several false claims about how your donations are being used. Click here to learn more.
  • Open What is a My World Vision account? It’s a personalized online account that allows you to deepen your connection with your sponsored children. An account allows you to send your sponsored children emails, see their latest progress and photos, and update your account information.

    To register for a My World Vision account, click here.
  • Open Why was a new sponsored child pre-assigned to me? We pre-assign a new sponsored child because your previous child was no longer available to be sponsored. Pre-assigning prevents a delay in helping another child. If you would prefer to select a different child, please call us at 1-866-595-5550.
  • Open How can I select a different child to sponsor? Please call us at 1-866-595-5550; we are happy to help you.
  • Open Why can’t I continue to write or email my previous sponsored child? There are three possible reasons why you cannot contact your previous sponsored child: 1. When sponsored children leave the community, their new homes may be in an area where World Vision does not have staff to facilitate communications or their new locations are unknown. 2. When World Vision transitions out of a community because the community has become self-sufficient, our staff does not remain to facilitate communications. 3. When a child or the child’s family is no longer participating in the sponsorship program, sponsorship funds cannot support communications to them.
  • Open I received a letter that I can no longer sponsor my child. How do I get more information? Please call us at 1-866-595-5550 and we will contact your sponsored child’s community to see if there is additional information available.
  • Open I sent a Special Gift to my sponsored child, only to be told it could not be sent because the child is no longer part of the sponsorship program. Why can’t my gift still be given? Our staff members are not able to facilitate the Special Gift for these three possible reasons: 1. The sponsored child has left the community. When this happens, the child’s new home may be in an area where World Vision does not have staff to facilitate the Special Gift or the child’s new location is unknown. 2. When World Vision transitions out of a community because the community has become self-sufficient, our staff does not remain to facilitate Special Gifts. 3. When a child or the child’s family is no longer participating in the sponsorship program, our staff members are not able to facilitate the Special Gift to a non-participating child. When we learn of these situations, we contact sponsors to see if we are able to provide the gift to another child in need.
  • Open My child is still in the community but has chosen not to participate in sponsorship. Does this mean the child and the child’s family will not benefit from World Vision’s projects in the community? The children and their families who decide to no longer participate in sponsorship still benefit from World Vision’s projects in their community. The only change is that those children will no longer be able to exchange letters or gifts with previous sponsors.
  • Open World Vision is preparing to leave my sponsored child’s community. How do I know that the community will be okay without the support of sponsorship? Throughout our 10- to 15-year relationship with a community, we monitor progress and adjust plans as needed. When World Vision transitions out of a community, it is because the community has shown its ability to continue projects without our support. You can see the progress in all of our communities by visiting our community pages at www.worldvision.ca/communities. To see the progress in your sponsored child’s community, select his or her country, then select the name of the community. If you have a worldvision.ca account, you can learn more about the impact of your sponsorship.
  • Open Can World Vision Canada cancel my sponsorship? World Vision Canada (WVC) is a child focused organization, committed to protecting the world’s most vulnerable children. We have strict child protection standards and make every effort to ensure that sponsored children are safe and protected. As a result, if it is deemed an individual’s engagement in the sponsorship program may potentially compromise the well-being or safety of a child, WVC reserves the right, in its sole discretion, to cancel a sponsorship at any time.
  • Open Why must I re-register my account? We recently updated our systems to increase our security and better protect your personal and private information. Now you can also login using your Facebook, Twitter, LinkedIn, or Google+ account.

    In order to help us complete the update and match your security credentials with our records, please re-enter your email address, postal code and reset your password.
  • Open Why can't I log in? Recently we have upgraded our systems in order to better protect your personal information. On July 16th, 2015 we sent an email to all donors with instructions on how to reset their login information. If you did not receive an email, or are still unable to login in please try one of the following:

    1. Click "Forgot Password" link on the My World World Login Page
    2. Call us at 1-866-595-5550
  • Open What are the benefits of creating a My World Vision account? With a My World Vision account you are able to:
    - See the latest photos, videos and updates about your sponsored child
    - See the latest photos, videos and updates from your sponsored child’s community
    - Send emails and special gifts to your sponsored child
    - Access and print your annual tax receipt as soon as it’s available
    - View your donation history and update your donation information
  • Open What is my account login? As of July 2015, you no longer require a login name to access your account. Please enter your email address where you would have used a login name.

    If you cannot remeber the email address you used to set up your account, please call 1-866-595-5550 for assistance.
  • Open What if I forget my account password? If you forgot your account password:
    1. Go to the My World Vision Login Page
    2. Click "Forgot Password" link
    3. Enter the email address used to register the account
    4. We will email you a password reset link
    5. Click on the email link to reset your password (your have 4 days to complete this)

    Note: If you do not receive an email in your inbox or junk folder after 5 minutes, please call us at 1-866-595-5550 for assistance.
  • Open How do I update my credit card or bank information on My World Vision? You can update your donation method on the Financial Information page which is in the My Account section. Select the children or pledges you wish to move to a new card. Click “Move selected…” and select either an account on record, or add a new credit card or bank account. For more help please give us a call at 1-866-595-5550
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