Dorcas would like to give individuals the possibility to complain to Dorcas if:
you find that Dorcas is giving false or wrong information in any of her publications/websites
you have observed that Dorcas (or the partner organisations) undertake activities or projects that are not to the benefit of beneficiaries or even harming the interest of beneficiaries.
you encountered problems in relationships with Dorcas representatives or partners, misbehavior or wrong activities The management is responsible for handling the complaints.
Depending on the nature of it, the management determines which staff member(s) will deal with the complaint. After receiving the written complaint Dorcas has to:
respond to the complaint as soon as possible, however no later than within two weeks.
register all complaints. (description of complaint, name of the staff member that handled the complaint and description of action taken by Dorcas, if possible, copy of the reaction of Dorcas)
take all needed measures to solve the (structural) shortcoming.
dealing with complaints
