DCA/CA-CAMBODIA

COMPLAINT HANDLING MECHANISM

Presentation outlines

What is Complaints? CM Objectives Who can complaint?Categories of complaintsIssues not covered by the CMProcedure of handling a complaintHandling process of a complaintInterference, perjury, & retaliationQ & A

What do we mean by complaints?

a claim of rights (fulfillment and protection)a tool to promote participation and empowermentan issue of accountability for both sidesa tool to fight corruption and abuse of entrusted powera means of communication and trusta management tool for improvement and growth

Complaint Mechanism Objectives (Complaint Handling System DCA/CA CAMBODIA)

To provide a safe opportunity for beneficiaries and staff (include DCA partners) to raise a valid complaintTo establish a clear and accountable process for handling of complaints, (which stakeholders of DCA/CA’s

work in Cambodia can safely use to increase the transparency in relations between DCA/CA

Cambodia and our stakeholders as well as to gather input for improving our work.)

Who can complain?

Anyone can complain. However, mostly from the key stakeholders are. All partner staffs at local, national and international levelDCA/CA staffDirect beneficiaries within the project intervention areas

Categories of complaintsOperational complaints: OC complaints related to planning, implementation, and monitoring of DCA/CA’s activities and projects supported by DCA/CA fall under this category.

Sensitive Complaints:

SC complaints based on violation of abuse/misuse of entrusted powers are handled under this category. Examples

- sexual exploitation, - exploitation of

vulnerable groups,- corruption, - treats and harassment.

as a result of position or status within DCA & partners supported by DCA.

Issues not covered by the CMAll internal employment conditions salary level, performance evaluations, working area will not be handled. Anonymous complaint(s)….?? but complaints through 3rd party in sensitive casesIf a complaint is not within the scope of DCA/CA Cambodia’s complaint mechanism, the person who complain will be informed about it. However, the complaint could still be used within DCA/CA for management and administration learning.

Procedure of handling a complaintThere are two options in handing in a complaint;

Verbal: unable to hand in a written complaint due to illiteracy or location. (in persons or by phone).

1. can dictate their complaint to assigned person at DCA/CA

2. Then an assigned person will fill in a standard form based on an interview of the case

3. then will serve as the formal complaint.Written:

• A simple standard form to fill out, • available at DCA/CA’s office, online….. (http

://www.danchurchaid.org/complaints).• It is also placed at designated locations…

The written complaint can be handed as,1. At the complaint locked-box2. Through regular postal service;3. By email to complaints.cambodia@dca.dk4. A complaint can also be submitted

directly to the DCA headquarters (complaints@dca.dk), which might particularly be relevant if the complaint is about management staff in the Cambodia officeThe complaints and documents related to the handling of the complaint are filed in a restricted file on DCA’s intranet. A maximum of 5 persons will have access to file of sensitive complaints.

Handling process of a complaintAcknowledging theComplaint: Both OC & SC are the same:

received complaint will be confirmed by mail, SMS, or letter no later than 7 working days that the complaint has

been registered and proceeded,

Processing the OC:The Operational Complaint Handling Committee (OCHC).. 3 members

process and decide how to investigate, TOR

If a complaint is about any of the members, he or she will temporary step out of the committee, and a substitute will be named, decided by others members of OCHC.

OC, which cannot be finished within 1 month, then the OCHC will notify and provide with a timeframe for making a decision.

Processing the SC: The Sensitive Complaint Handling Committee (SCHC)..

investigation, undertaken by a neutral party, TOR for the investigation,..In the case that the SC regards any SCHC’s member, he/she will be excluded and replaced by DCA’s Head of Secretariat

Before the third party will conduct the investigation, the complainant will be informed of a timeframe not exceed 3 months for making a decision on the complaint.

Appeals?

A complainant, who is not satisfied; can appeal the decision within 15 days,An Appeal Complaint Handing Committee (ACHC) is formed;The ACHC will make a final decision within 2 months

Interference, perjury, & retaliation(Any staff member-partners and DCA/CA-, who interfere, retaliate/intimidate and false accuse in complaint; will be subject to disciplinary action.)

Interference: Any staff of DCA and/or partners that knowingly interfere in the application, processing, & decisions of the CHC, shall be subjected to disciplinary actions by DCA or the partner organization. Retaliation or intimidation: DCA guarantees the absence of institutional retaliation on any person or organization for using the CHC to complain about its work. Individuals threatening or intimidating complainants at any time of the CH process shall be subject to severe discipline actions as per DCA or partners personnel guidelines/manuals.False accusations: A staff member, who purposely makes false accusations on any action by another staff member, will be subject to disciplinary action.

Complaints regarding PartnersDCA/CA is not directly implementing its program, and is working based on a partnership approachThus, challenges to develop a system -beneficiaries, partners and DCA/CA-

DCA/CA encourages partners to develop a CM, and will support such a process.If DCA/CA partners has its CM, then complaint to Partner (OC & SC); to DCA/CA (SC) or choice/rightsIf partner has not had CM, DCA/CA will undertake the role as a facilitator; and secure in handling it in transparent, and fair manner, No matter if partners have or have not had CM, DCA/ CA will keep partners informed about any complaints.

Can it be dangerous for a person to raise a SC?Always receive a potential complaint with respect for the complainants position and with an open mind. Be sensitive!Therefore it is of crucial importance that the system

is viewed as trustworthy and safe If you receive a sensitive

complaint the main thing is to”keep quiet” Meaning thatyou inform your manager and not your colleagues, friends or family

DCA staff or manager at a DCA country office receives a complaint

Is it a complaint about a partner organization or DCA?

DCA Partner

Is it a sensitive complaint or a operational complaint?

Sensitive Operational

To do:In agreement with the complainant refer the complaint back to the partner-organization**

I don’t know/ am not sure

Operational

To do: Take a look at the definition in the Guideline for the CHS or contact the global CHS focal point in the Human Resource department in DCA Head Office

Is it a sensitive complaint or a operational complaint?

Sensitive

To do:Report the complaint in the global CHS

Yes No

Is there a local CHM in place?

To do: 1) Handle the complaint by local procedures 2) register in the complaint register

To do: Report the complaint in the global CHS

Does the partner have a safe and trustworthy CHS*?

Yes No

To do: In agreement with the complainant refer the complaint to the partners CHS**

To do: Report the complaint in the global CHS

Partners Involvement Keep your staff and direct

beneficiaries informed CHMBriefly introduce them

the CHM process, Place the complaint form

and leaflet, where is easy to access

Assist individual(if need),who want to complaint

….

DCA wants you to report every incidence.Why report? It is for Transparency, Accountability, Learning, Continued Improvement, Future Prevention and Growth.

This is NOT a system replacing our usual procedures when it comes to enquiries and on-going communication that can be solved within the normal operations

Further information on CHS, please visit the DCA website: https://www.danchurchaid.org/about-us/quality-assurance/complaints

Thanksfor your

participation!

Any

Clarification?Complaints??Questions???

Some Tips

Steps in Establishing a CHS

Step 1: Purpose Describe the draft purpose of the complaints

handling system

Step 2: Valid complaints As a standard, DCA’s CHS accept complaints

related to activities, Consider and describe how you will handle

anonymous complaints. Describe who has access to the CHS

Step 3: Consultations Define relevant stakeholders that should be

consulted, Decide when and how to consult to get their

inputs to designing it

Step 4: Design Define and describe how and in which

forms to submit based on inputs, e.g. e-mail, SMS, suggestion box….

Describe how to define and handle sensitive complaints,

Describe how to ensure confidentiality Describe how to define and handle Set deadlines for confirm receipt and

keep informed Set up a complaints handling body Set up an appeals body,…..

Step 5: The internal complaint cycle Define who can file complaints and the nature

of the complaints Define who receives the complaints Define who assesses whether the complaint is

valid and whether it is operational or sensitive Describe the division of labour in the

complaints handling cycle, who is involved and who is not.

Explain who communicates the response to the complainant and how.

Define who is responsible for keeping the logbook

Step 6: Orientation, training and communicationDecide how and when to orient, train

staff in CHS procedureDecide how and when to train/give

partners, communities…etc. Decide what and how to

communicate about the CHS to different stakeholders, including groups that face specific cultural, social or physical barriers to access to information

Step 7: Review and evaluation.Decide how and when to review

and evaluate the complaints handling system

Step 8: Implementation timeline.Make a timeline for the process

of rolling out the CHS, focal officer,

Experiences of DCA/CA-Cambodia supporting partners in CHM

Partner shows an interested in DCA CHS/CHM DCA/CA orientation on DCA/CA CHS If a partner wish to develop its own CHS/CHM Consider to sing a MOU between Partner and

DCA/CA Then partner form a working group to draft CHM

- Discuss complaint contents,

- Time frame

- …… Inputs from staff/MT Inputs and finalize by MT/Board ….