We believe that complaints are a vulnerable source of feedback for improvement and quality assurance. We apply standard rules and procedures for fair and on-time complaint registration and response to make sure the beneficiaries, stakeholders, and the public receive transparent assistance and fair solutions to their complaints. This is ensured by the institutionalization and promotion of the culture of “if you see, you say” to inform people to be confident in sharing their concerns and support ACDO in the accountable and transparent delivery of assistance by ensuring that the beneficiaries receive the assistance and services that they are entitled to expect. To help managers assess the degree of compliance with the requirements of feedback and complaint systems, a checklist may be introduced. We ensure this by approaching the following mechanism in place;
organization’s commitment to listening to and responding to community feedback and complaints. This will reinforce consistency in good practice across the organization’s policies and procedures.
inducting and training to familiarize every project staff with the compliance of organization and donor standards, rules, and regulations; understanding the project scope, plan, and indicators; and improving individual and group performances across the functions, which will also contribute to reducing staff turnover. Emphasize accountability within line management: Along with individual ToRs, line managers need to emphasize the significance of accountability systems and set an example for their staff. By integrating the creation and promotion of the accountability system as one of the performance objectives, for instance, this will be accomplished through the performance management and appraisal systems in place.
By ensuring roles and responsibilities are clear and that there is sufficient staff in the accountability unit to deliver and develop the capacity of other staff to manage complaints and improve quality.
on poor behavior, poor quality and poor delivery of assistance and services across the functions. It is also important to distinguish between the feedback and complaints system and regular project monitoring and evaluation, with clarity for staff on what each is intended to address
Here is a general recognition that the organization effectively responds to complaints, the community members will be encouraged to use the system, and any initial reservations or suspicions will be reduced. Little or no negative comment should not be interpreted as a community being completely happy with a project, but rather that the mechanisms in place to facilitate their feedback and complaints are not yet fully functioning.
Your feedback and concerns are important to us. If you have any complaints regarding our services or operations, please don't hesitate to reach out. We are committed to addressing your issues promptly and professionally
Your voice matters to us!