United Darfur Committees (UDC)
Safeguarding
Complaints policy
Policy statement
Receiving feedback and
responding to complaints is an important part of improving [UDC]’s accountability. Ensuring our stakeholders can hold us to
account will improve the quality of our work in all areas.
Scope
This policy applies to
[UDC] and is global in its application.
A complaint can be made by any supporter, partner organisation, community
or individual with whom we work, or any member of the public whether an
individual, company or other entity, in Sudan for anywhere else in the world.
Definitions
A complaint is an expression of dissatisfaction
about the standards of service, actions or lack of action, by [NGO] or its
staff and associated personnel[1]. It is a criticism that expects a reply and
would like things to be changed.
Complaints could include the following (which is not an exhaustive
list):
·
Concern
from someone we work with about the quality of programme delivery
·
Concern
from a member of the public or supporter about a particular fundraising
approach or campaign action
·
Concern
about the behaviour of staff or associated personnel
A complaint has to be about some action for which
[UDC] is responsible or is within our sphere of influence.
A complaint is not:
·
A general
inquiry about [UDC]’s work
·
A request
for information
·
A
contractual dispute
·
A request
to amend records e.g. to correct an address, cancel a donation
·
A request
to unsubscribe from an [UDC] service e.g. a campaign newsletter or email
The complaints procedures do not apply to
complaints that are subject to current investigation by any regulatory body or
other legal or official authorities in Sudan or other countries in which we operate. Such issues will be dealt with by the
relevant regulatory body.
Procedures for making a complaint
It is hoped that most
complaints or concerns about [UDC]’s work or behaviour can and will be dealt
with informally by staff or volunteers at a local level. However, it is recognised that not all issues
can be resolved in this way and that a formal complaints mechanism is required
for those occasions when an individual or organisation wishes to make their
complaint a matter of record and to receive a formal response.
How to make a complaint
All formal complaints
should be made in writing either directly from the individual or organisation
making the complaint or via someone acting on their behalf. See below for details about to whom to
address a complaint.
Who can make a complaint?
This policy is global
in application. A complaint can be made by:
·
Any
supporter
·
Partner
organisation
·
Community
or individual with whom we work
·
Any
member of the public whether an individual, company or other entity in the UK
or around the world.
Who is not covered by this policy?
Complaints by staff are governed by [UDC]’s
procedures for dealing with problems in the workplace, and Anti Bullying and
Harassment policy. Complaints relating
to serious incidents such as fraud and corruption
or safeguarding concerns will be dealt with through the relevant policy and
procedures.
How to make a complaint
[Insert
contact details here: phone hotline, e-mail address, staff contact person etc.]
Safeguarding Complaints policy
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Oleh
United Darfur Committees
