To whom does this procedure apply?
- CRC Asia employees and volunteers
- Board of Trustees
- CRC Asia member organizations
- General public
This procedure should be read and understood in conjunction with:
- Relevant CRC Asia policies, including the Child Safeguarding Policy and Code of Conduct; Anti-Fraud Policy; Policy against Workplace Harassment; and Employee Handbook
- CRC Asia Disciplinary Process
- Local legislation, where applicable
What is the purpose of this procedure?
- – Ensure that employees, volunteers, Board of Trustees, and member organizations adhere to the values and policies of CRC Asia
- – Ensure that employees, Board of Trustees, and member organizations treat each other and other stakeholders with dignity and respect
- – Encourage employees, volunteers, Board of Trustees, member organizations, and the general public to report suspected wrongdoings or irregularities within CRC Asia
Timelines
- The formal complaints process should take no more than thirty (30) working days to be reviewed and resolved.
- To receive a remedy under this formal complaints process, complaints must be filed within six (6) months of the last incident.
Roles and Responsibilities
The following persons shall be tasked to receive and review complaints:
- Regional Executive Director
- Internal or external person of trust
- Integrity Officer/s appointed by the Board of Trustees
The management shall set up a comments and response mechanism that can be used by the public, including children, to file a complaint, and this mechanism should be accessed only by the individuals tasked to receive complaints.
Confidentiality
Complaints received shall be treated with confidentiality to the extent permitted by law.
Whistleblowing Policy
- Any person who reports suspected wrongdoings or irregularities in good faith shall not suffer retaliation or other unfavorable consequences. The person reporting shall be protected as far as possible, and the complaints will be treated as confidential to the extent permitted by law.
- Any person who retaliates against the party who reported such a matter in good faith shall be subject to discipline up to and including separation from the organization.
- Any allegation that was made maliciously or known to be false shall be viewed as a serious disciplinary offense for which appropriate disciplinary measures will be taken.
Record Keeping
A social report summarizing all the formal complaints received shall be published in CRC Asia’s annual report.
No information that would identify the parties involved will be included in this report.
Filing a Formal Complaint
Step 1: The complainant completes a written statement of complaint and submits it to the Integrity Officer/s, Regional Executive Director, or internal or external person of trust. If the complaint is submitted to an internal or external person of trust, that person must forward the complaint immediately to the Integrity Officer/s and/or the Regional Executive Director.
Step 2: The Integrity Officer/s and/or Regional Executive Director shall sign and date the written complaint, and send an acknowledgement receipt to the complainant.
Step 3: The Integrity Officer/s and/or Regional Executive Director shall follow the identified investigation procedures in the relevant CRC Asia policy.
Step 4: The Integrity Officer/s and/or Regional Executive Director shall send a written notification to the complainant and all persons involved in the complaints regarding the findings and actions. The actions should include recommendations that inform CRC Asia’s organizational policies and program design.
Post-Complaint Procedure
Three (3) weeks after the closure of the complaint, the Integrity Officer/s and/or Regional Executive Director shall contact the involved parties to check that the resolution steps have been followed.
Six (6) weeks after the closure of the complaint, the Integrity Officer/s and/or Regional Executive Director shall review the results to ensure that there is no further conflict.
Administration
The Regional Executive Director is responsible for the administration and application of this procedure.
This procedure shall be reviewed every two years and revised as needed.