1. Feedback and complaints mechanism
“Raise your Voice”
CARE and partner
Feedback and complaints mechanism

2. Harmonised online platform.
“Raise your voice”: a CARE and partner system
Harmonised online platform
[CARE channels]
[Partner A channels]
[Partner B channels]

3. Scope
The system will encompass feedback and complaints related to CARE and partner programming. This includes:
Programmatic complaints/feedback
- eg. dissatisfaction with goods/services provided
- eg. dissatisfaction with process (eg. selection criteria)
- eg. general suggestions for future programming
Code of conduct violations
- eg. Allegations of fraud, corruption, other forms of misconduct.
NB. This system has not been specifically designed for SEA complaints. However, in the case of an SEA complaint being reported through these channels, the case will be immediately escalated and CARE’s PSEA response guidelines for Syria will be followed. Even though the case is reported through the system, it will not be processed through the system.

4. Scope What is NOT handled by this system:
Complaints about organizations other than CARE or CARE’s partner organizations.
HR grievances of CARE staff, consultants and volunteers (for example disputes about salaries, benefits, workloads, supervision etc).
Vendor disputes (eg. disputes about contract terms and conditions).
November 17, 2018

5. Scope Who can make a complaint through this system?
Anyone! As long as it relates to CARe or partner programming or a code of conduct violation.
Beneficiaries
Non-beneficiaries
Partner staff or volunteers
Other NGOs
Local authorities
Community leaders
Vendors
CARE staff.
November 17, 2018

6. Classification of complaints
Category 1: Outside of scope
Category 2: Ideas for future consideration
Category 3: Request for information
Category 4: Programmatic complaint - no individual response required
Category 5: Programmatic complaint – individual response required
Category 6: Programmatic complaint – urgent
Category 7: Breach of code of conduct or zero tolerance policy (including allegations of corruption, fraud, and sexual abuse and exploitation)
Complaints are also tagged by organization, sector, project, location etc. for efficient routing and processing of complaints.
November 17, 2018

7. Feedback and complaints categories
Category
Description
Examples
Category 1
Outside of scope
·       Complaints about organizations other than CARE or CARE’s partners
·       Vendor disputes about contract terms and conditions
Category 2
Ideas for future consideration
·       Request to expand programming to a new geographic location
·       Requests for a new type/sector of programming
Category 3
Request for information
·       Question about contents of an NFI kit
·       Question about eligibility criteria for a specific program activity
·       Question about how to sign up for a sewing training

8. Categories cont’d Category Description Examples Category 4
Programmatic feedback or complaint - no individual response required
Complaints which will be used to understand key trends and issues and feed into strategic decision-making, but where no individual response is possible/relevant at this stage, for example:
·       Poor quality of items in an NFI kit
·       Long waiting times at a distribution
·   Positive feedback (eg. thanks/appreciation for kits received)
·       General dissatisfaction with the quality of a training which is now finished.
Category 5
Programmatic complaint – individual response required
·       Minority group excluded from a program
·       Items missing from a kit received
·       Eligible household excluded (where distribution has finished, but future distributions may occur)

9. Programmatic complaint - urgent
Categories cont’d
Category
Description
Examples
Category 6
Programmatic complaint - urgent
Any issue that relates to a safety risk, affects a large number of people, is time sensitive or likely to cause major reputational damage, for example:
·       Insecure distribution location [safety risk]
·       Eligible household excluded from a list, where registration is currently ongoing [time sensitive]
·       Dangerous faulty heater provided in winterization kits [safety risk, affects large number of people]
Category 7
Breach of code of conduct or zero tolerance policy (including allegations of corruption, fraud, and sexual abuse and exploitation)
·       Demand by staff member for payment to receive assistance
·       Theft of items by a staff member
·       Retaliation by staff member to a complaint
·       Child abuse
·       Sexual abuse or exploitation

10. Feedback/Complaint process timeframes#
Category
# of days from submission
to notification* 1
Out of scope
Immediate 2
Ideas for future consideration 3
Request for information
10 working days 4
Program complaint—no response 5
Program complaint—individual response required 6
Program complaint—urgent
2 working days 7a
Breach of code of conduct – sexual exploitation or abuse
Initial notification in 24 hours 7b
Breach of code of conduct – other
Initial notification in 72 hours
November 17, 2018

11. Complaints system functions
Each CARE hub and partner organisation has the following five functions: 1. Complaint Manager: Management & Operations | Manages day-to-day operation of system in compliance with policy, standards and procedures 2. Complaint Registrar: Complaint Processing | Operates communication channels and administers processing of complaints and responses 3. Technical Focal Point: Complaint Resolution | In cooperation with partner, handles resolution of complaints in category 6, using technical / sector knowledge 4. Deputy Director: Operational Leadership | Leads development and compliant operation of system 5. Country Director: Commitment & Accountability | Demonstrates commitment and champions welcoming organizational culture and responsiveness NB. These are functions, not job titles, and the functions may be taken on by different staff members depending on what is suitable for each hub/organisation. One staff member may perform more than one function (eg. registrar and complaint manager).
November 17, 2018

12. Complaint-Handling Authorities#
Complaint category
CARE Communication Channel
Resolve
Escalate 1
Out of scope
CARE Registrar
CARE Complaint Manager 2
Ideas for future consideration 3
Request for information
Partner Technical Focal Point 4
Program complaint--no individual response required 5
Program complaint--individual response required
CARE Technical Focal Point 6
Program complaint--urgent
CARE Technical Focal point
CARE Deputy Director 7
Breach of code of conduct
Immediately pulled out of the complaints system and referred to Deputy Director, who will follow the relevant organizational process (eg. CARE guidelines on investigation of fraud and misconduct, CARE PSEA response guidelines, HR manual) depending on the specifics of the case.

13. Complaint-Handling Authorities#
Complaint category
CARE Communication Channel
Partner Communication Channel
Resolve
Escalate 1
Out of scope
CARE Registrar
CARE Complaint Manager
Partner Registrar
Partner Complaint Manager 2
Ideas for future consideration 3
Request for information
Partner Technical Focal Point 4
Program complaint--no individual response required 5
Program complaint--individual response required
CARE Technical Focal Point
- - - 6
Program complaint--urgent
CARE Technical Focal point
CARE Deputy Director 7
Breach of code of conduct
Immediately pulled out of the complaints system and referred to Deputy Director, who will follow the relevant organizational process (eg. CARE guidelines on investigation of fraud and misconduct, CARE PSEA response guidelines, HR manual) depending on the specifics of the case.

14. Workflow summary
1. Complaints registrar records the complaint to the online system (creating a ticket) and assign ticket to Complaints Manager for next steps.
2A. If no follow-up required (may be the case for cat: 1, 2, 3, 4) Complaints Manager reviews and close s the ticket.
2B. If CM is able to respond (eg. to a request for info) without reassigning, CM responds in the ticket, and assigns (offline or online) registrar to share the response with the complainant. CM then closes the ticket.
2C. If follow-up is required: complaints manager assigns the ticket to the appropriate technical focal point.
A ticket may be need to be re-assigned multiple times in the process of resolving it, for example:
- Between CARE and partner technical focal points
- Between the technical focal point, the CM and the registrar, if additional info is needed from the complainant (only registrars speak directly to complainants)
Once the technical focal point has resolved the issue, they re-assign back to the complaints manager with the response.
CM assigns (offline or online) registrar to share the response with the complainant.
Complaints manager reviews and – if appropriate - closes the case.
If new information has come to light, or the case is reopened later, the new info is added and we return to step 2.
November 17, 2018

15. Demo for the Online System
November 17, 2018

16. Contact info
For more info, please contact: Giselle Hall Program Quality Coordinator (South & Central Syria) CARE Syria