Complaints Handling System in depth

Confidentiality

In order to ensure confidentiality the complaints forwarded are only opened by two designated members of staff in HQ: Johnny Rasmussen (Director of Finance) and Natascha Linn Felix (anti-corruption and complaints mechanism advisor). The complainant will receive an e-mail confirming receipt of the complaint. The person opening the complaint will then forward the complaint for processing, depending on 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 person opening the complaint will forward it 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 may 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. 

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 on 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 statement (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.

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.

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.

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

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

Any doubts?
Contact our Anti-corruption Adviser Natascha Linn Felix, +45 33 18 77 35 /  Nlfe@dca.dk