DCA´s Complaints Handling System

DanChurchAid (DCA) wants to improve the quality of our work. Therefore, we are open to all complaints about our work in the countries where we operate and in Denmark.

We do, however, encourage that comments and complaints about our work are raised and discussed with responsible DCA staff and managers as close to the activity as possible.

The Complaints Handling System presented here is viewed as the final possibility.

What kind of complaints?

We have set up a system for handling complaints that is within the scope of DCA i.e.

• our work in Denmark
• implementation of projects DCA supports or implements and
• behaviour of DCA staff or staff supported by DCA donations.

If the complaint is not within the scope of DCA, the complainant will be informed about that.

Issues not covered

All internal employment conditions as salary level, performance evaluations, working area etc will not be handled within this system but referred to the internal staff complaint system.

Operational and sensitive complaints
The system is designed to handle both operational complaints and sensitive complaints. The system ensures that all information about sensitive complaints is handled confidentially.

A sensitive complaint is typically a complaint about corruption, sexual exploitation or another gross violence of our staff rules.

Please be aware that we do not accept anonymous complaints.

DCA guarantees that no complainant will be met by retaliation from DCA for filing a complaint.

False accusations
However, a staff member, who purposely makes false accusations on any action by another staff member, will be subject to disciplinary action (warning/dismissal).

Forward your complaint here

By submitting a complaint, you accept DCA´s Complaint Handling System by which the complaint will be processed, please see the description below.

Please download the DCA Complaint format A here:

Once filled out you can forward the complaint to e-mail: complaints@dca.dk

Responsibility of DCA staff and managers

Sensitive complaints
All staff members and managers in DCA Denmark who receive a sensitive complaint will be obliged to inform the line manager and to file the complaint via this system – please use the DCA Complaint Format B.

Also staff members and managers at the Regional Offices and HMA Offices who receive a sensitive complaint will be obliged to inform the line manager and to file the complaint via this system until they have their own Complaint Handling System in place. Please use the DCA Complaint Format B.

Normal enquiries
Staff members and managers are not obliged to file complaints about normal enquiries and ongoing communication about operational issues.

Operational complaints
If the enquiry or ongoing communication about operational issues develops into a complaint, staff members and managers should refer the complainant to fill out Format A and file the complaint according to the Complaint Handling System.

Any doubts?
If you have any doubt whether to file a complaint or not please contact Gitte Krogh from DCA´s Human Resource Unit.

Description of DCA´s Complaints Handling System

Confidentiality
In order to ensure confidentiality the e-mails forwarded to complaints@dca.dk are only opened by Gitte Krogh, Bodil Holmsgaard and Anders Hess from the Human Resource Unit in Copenhagen. The complainant will receive an email confirming receipt of the complaint. The person opening the complaint, will then forward the complaint for processing, depending if the complaint is classified as a sensitive or operational complaint.

Deadline
Within one week the complainant will receive information about the processing of the complaint.

Manifestly unfounded complaints will be rejected.

Filing system
The complaints, follow-up and outcome of the complaint are filed in a restricted area on DCA´s intranet.

Handling of Operational complaints

Procedure
If the complaint is classified as a complaint on operational issues, the HR Unit forwards the complaint to the relevant Head of Unit in DCA Copenhagen, who decides upon the process for handling the complaint. The Head of Unit can choose to delegate the authority to handle complaint to others.

The relevant Regional Office, Partner Organisation or Unit in DCA can be asked to give feed-back to DCA Copenhagen on the issues raised in the complaint.

The response will then be forwarded to the complainant for further clarification or feedback. Based on the feedback from the complainant the relevant Regional Office, Partner Organisation or Unit in DCA may be asked again for further clarification or feedback.

Decision
The Head of Unit in DCA Copenhagen decides on the outcome of the complaint. In principle or test cases, the case will be forwarded to the Senior Management for a decision. The complainant is then informed about the outcome of the complaint.

Appeal
If the complainant does not accept the outcome of the complaint, he/she can appeal the outcome to the Appeals Committee in DCA. The Appeals Committee consists of the Chairperson of DCA, the General Secretary and another member of the Board

Handling of sensitive complaints

Confidentiality
Complaints classified as sensitive complaints are handled with confidentiality. Only a very limited number of persons who need to know about the complaint will be involved in the process.

Complaint Handling Committee
A Complaint Handling Committee will be established. The committee will consist of at least one Senior Management member and the Head of the relevant Unit.

Investigators
The committee will often elect one or two investigation officers with the relevant professional and technical qualifications.

Terms of reference
The committee will draw up a Terms of Reference (ToR) describing the rules and principles for the investigation. The principles for the investigation are based on confidentiality, objectivity and strict reporting lines.

Decision
The investigation officers will conduct an investigation in accordance with the ToR and report to the committee. The committee will decide the final outcome of the complaint and inform the complainant about the outcome.

Appeal
If the complainant does not accept the outcome of the complaint, he/she can appeal the outcome to the Appeals Committee in DCA. The Appeals Committee consists of the Chairperson of DCA, the General Secretary and another member of the Board.

Follow up in DCA

Report
Bi-annually, the HR Unit will produce a general report that gives a status (both statistical and narrative) of the incoming complaints and their outcome. The report, including recommendations and actions for improvement within DCA, will be submitted to the Senior Management Team and the Board. Information about sensitive complaints will be made anonymous in the report.

Pilot project
The Complaint Handling System is a pilot project from March15, 2009 – March 31, 2010. The project will be evaluated half-way through and at the end of the project period.