Diakonia's Policy for complaints and response includes the possibility to send Diakonia a complaint online.
Diakonia's complaints and response mechanism
Diakonia is committed to work in an open and responsible way that builds the trust and respect of all our stakeholders. Diakonia is striving to meet the highest quality in its development and humanitarian programming and seek to work with affected communities and populations in the best way possible.
To ensure continuous improvement of our work we are open to all complaints about our work in the countries where we operate, including Sweden. We do, however, encourage that comments and complaints about our work are raised and discussed with responsible Diakonia staff and managers as close to the activity as possible.
What is a complaint and what is it not?
A complaint is a formal expression of dissatisfaction or discontent, and/or misconduct, about someone or something.
Examples of what a complaint can be about:
Examples of what Diakonia does not consider a complaint:
Issues not covered
Examples of complaints that Diakonia will not accept:
Operational and serious complaints and incidents
The system is designed to handle operational and serious complaints and incidents. The system ensures that all information about complaints and incidents will be treated with confidentiality.
Operational complaints and incidents are generally related to issues at program- and project level, such as the quality of our work, how a programme is managed or staff incidents relating to accidents, decease or security threats.
A serious complaint or incident is typically a complaint about corruption, sexual exploitation or another gross violation of our Code of Conduct.
Please note that Diakonia cannot guarantee any response or action taken in the case of anonymous complaints.
Diakonia guarantees that the complainant will not be met by retaliation from Diakonia for filing a complaint.
Diakonia operates under the assumption that all complaints are made in good faith.
However, should it be revealed that a complaint is false or malicious, any investigation underway will be stopped immediately and disciplinary actions be taken if the complainant is a staff member.