ARTICLE XVII. COMPLAINTS

Broad Coverage: The complaints policy covers a wide range of issues, including grievances related to employment practices, ethical conduct, program management, and stakeholder relations.
Accessibility to All Stakeholders: The policy is accessible to all stakeholders, including employees, partners, donors, beneficiaries, and the public, ensuring that anyone impacted by GCRI’s activities has the opportunity to voice concerns.
Clear Definition of Complaints: GCRI provides a clear definition of what constitutes a complaint, helping stakeholders understand the types of issues that can be addressed through this process.
Confidentiality Assurance: Complainants are assured of confidentiality, protecting their privacy and ensuring that they can raise concerns without fear of retaliation.
Complaints as Opportunities for Improvement: Complaints are viewed as opportunities for organizational learning and improvement, contributing to the continual enhancement of GCRI’s operations and practices.

Multiple Channels for Filing Complaints: GCRI establishes multiple channels for filing complaints, including email, online forms, and physical mail, ensuring accessibility for all stakeholders.
Clear Procedures for Filing: The process for filing a complaint is clearly outlined, making it easy for stakeholders to understand how to raise their concerns.
Immediate Acknowledgment: All complaints are acknowledged promptly upon receipt, providing reassurance to the complainant that their concern is being addressed.
Record and Track Complaints: A system for recording and tracking complaints is maintained, ensuring that each complaint is followed through to resolution.

Timely and Thorough Investigation: Each complaint is investigated promptly and thoroughly to understand the issue and determine the appropriate course of action.
Impartiality in Investigations: Investigations are conducted impartially, by individuals or committees not directly involved in the complaint, ensuring objectivity.
Regular Updates to Complainants: Complainants receive regular updates on the status of their complaint, maintaining transparency throughout the process.
Resolution and Follow-Up: Resolutions to complaints are communicated to the complainant, and appropriate follow-up actions are taken to address the underlying issues.
Documentation of Outcomes: The outcomes of complaints and any subsequent actions taken are documented for future reference and accountability.

Oversight by Designated Body: A designated committee or officer oversees the complaints process, ensuring it operates effectively and aligns with GCRI’s values and standards.
Periodic Review of Complaints Policy: The complaints policy is reviewed periodically to ensure it remains effective and responsive to the needs of stakeholders.
Feedback Loop for Policy Improvement: Feedback from complainants and lessons learned from resolved complaints are used to improve the policy and related processes.
Training for Staff and Volunteers: Regular training is provided to staff and volunteers on handling complaints, emphasizing empathy, responsiveness, and adherence to policy.
Annual Reporting on Complaints: An annual report on complaints received, their resolution status, and any systemic changes made in response is prepared, contributing to organizational transparency and accountability.

Proactive Communication of Policy: GCRI proactively communicates its complaints policy to all stakeholders, ensuring they are aware of their rights and the process for raising concerns.
Accessibility of Policy Information: Information about the complaints policy is made readily accessible, including through GCRI’s website, orientation materials, and stakeholder communications.
Encouragement of Feedback: Stakeholders are encouraged to provide feedback, not only on specific issues but also on the effectiveness of the complaints process itself.
Cultural Sensitivity in Communication: Communications around the complaints process are conducted with cultural sensitivity, recognizing the diverse backgrounds of GCRI’s stakeholders.

Last updated 3 months ago