Concern Worldwide’s complaints process

Concern Worldwide’s complaints process

10 July 2012

This document outlines Concern Worldwide’s formal complaints and response process. The process provides safe, accessible and effective ways for individuals, especially beneficiaries, to exercise their right to raise complaints about Concern’s operations, and for a response or redress to be given.

Below is an excerpt from the document, which can be downloaded by clicking on the link below.

Definition of a complaint

A complaint is an expression of dissatisfaction with a service, action, or behaviour– or the failure to deliver on any of these. In terms of our CRM, this complaint may relate to Concern or any of our programme partners. 

A valid complaint is one about actions for which Concern and/or its programme partners are responsible, and must be both relevant to and within the control of Concern and/or the partner organisation. Both Concern and our partners should be held accountable for the promises and the commitments we make, what we do, and how we do it.

Who can make a complaint?

Individuals raising complaints about Concern may include, but are not limited to: 

  • Any staff member of Concern or a programme partner organisation 
  • Individuals representing a programme partner organisation 
  • Delegated representatives of a Concern staff member and/or staff of a programme partner organisation 
  • Beneficiaries of programmes delivered by Concern or its partners 
  • Non-beneficiaries within the area where Concern or its partner work if their complaint relates to our programme or that of our programme partner organisations 
  • Delegated representatives of our beneficiaries 
  • Any other stakeholder affected by the work of Concern including local leaders, government representatives, representatives of other agencies, etc. 
  • Any member of the public 
  • Our suppliers

How to make a complaint

Formal complaints can be made either directly from the complainant or via someone acting on their behalf such as a Concern staff member receiving a complaint by phone or in person and recording the complaint on behalf of the complainant.

Download a copy of this resource

Concern Worldwide’s complaints process

This document outlines Concern Worldwide’s formal complaints and response process. The process provides safe, accessible and effective ways for individuals, especially beneficiaries, to exercise their right to raise complaints about Concern’s operations, and for a response or redress to be given.