1. Vision: Sustainable Development for Cambodia Reflection on the Practices of Complaint Mechanism of NGOs in Cambodia Presented by: Mr. Chea Vibol, Certification Officer

2. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 2 P RESENTATION O UTLINES Objective Key questions Definition Scope Reflection methods Key findings Conclusion and recommendation

3. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 3 OBJECTIVE To show the practices of complaint mechanism of NGOs operating in Cambodia.

4. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 4 K EY QUESTIONS FOR REFLECTION 1.How many NGOs have the written complaint mechanism? 2.What are the key messages complied with GPP Standard?

5. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 5 DEFINITIONS Written complaint mechanism: refers to one organization possess of relevant statement or content of complaint mechanism either it was joined with other polices or separated documents..

6. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 6 DEFINITIONS Acceptable complaint mechanism: refers to GPP code, acceptable complaint mechanism needs to include: 1.Open meetings/ Anonymous feedback box/ Phone numbers for complaints/E-mail 2.Independent team/persons to solve the complaint 3.The organization promotes the complaint mechanism to communities.

7. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 7 SCOPE This reflection and reviews will pay attention only relevant statements and contents of complaint mechanism from supplied 53 applicant NGOs documents which applied for GPP certificate from 2014- 2015, especially key organizational policies such as by- laws, personnel policy, conflict of interest policy, and grievance policy.

8. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 8 R EFLECTION M ETHODS 1.Collect relevant documents: applicant NGOs‘ documents, policies, and assessment reports of CCC and GPP Code Standards 2.Conduct desk reviews 3.Consult with officers and specialist 4.Analyze the existing complaint mechanism and practices applicants with GPP Code Standards.

9. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 9 K EY FINDINGS 15 or equal 28% of 53 applicant NGOs have the written complaint mechanism The same 15 applicant NGOs possess of complaint mechanism which included key messages: 1.Open meetings/ Anonymous feedback box/ Phone numbers for complaints/E-mail 2.Independent team/persons to solve the complaint 3.The organization promotes the complaint mechanism to communities.

10. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 10 C ONCLUSION The Civil Society Organizations (CSOs) work closely with local community people, the space of community people for providing the constructive feedback for enhancement the organizational services is very limited.

11. Vision: Sustainable Development for Cambodia 10 September 2015 Presented by: Mr. Chea Vibol, Certification OfficerPage | 11 R ECOMMENDATION CSOs work very closely with local community people. To open space for them to make the formal constructive feedback on organizational service delivery is very crucial for CSOs to strengthen themselves in effective manner. This valuable action through opening space is able to add more value to local community people. Hence, CSOs should consider developing the policy on complaint mechanism.