Diakonia’s complaints handling system - including incident reporting
Below Diakonia provides more in depth information about its complaint process. Here you can also access the online service for submitting a complaint.
Diakonia shall handle complaints and incidents with respect to confidentiality in a timely manner. The facts and nature of the complaint or incident, the identity of people involved and the investigation records are confidential. Only a limited number of people shall know about it.
A complaint should be lodged as soon as possible after the complainant becomes aware of the concern. In general Diakonia will not accept a complaint more than six months after the alleged incident.
Serious complaints and incidents will be investigated with highest possible confidentiality. Diakonia strives to solve serious complaints and incidents as soon as possible. Operational complaints and incidents Diakonia strives to solve within 30 days.
Handling of operational complaints and incidents
If the complaint or incident is classified as a complaint on operational issues, it will be forwarded to relevant manager, who decides upon the process for handling the complaint or incident.
A formal response will be given to the complainant for further clarification or feedback.
Based on the complaint or incident there might be some lessons learned to draw from the case. The responsible manager will make sure that relevant person within Diakonia receives the recommendations for improvements.
Handling of serious complaints and incidents
If the complaint or incident is classified as a complaint on serious issues, it will be forwarded to relevant manager, who decides upon the process for handling the complaint or incident.
The manager has the responsibility to identify and respond to any immediate risk for the persons involved and make sure that confidentiality is always highly secured.
Based on the information in the complaint or incident the manager will decide if there is enough information to be able to start and investigation. If yes, the manager will appoint two investigators who will conduct the investigation and in the end draw up conclusions and recommendations. If no, the complainant will be informed that there is not enough information to be able to proceed with an investigation.
The responsible manager will decide on actions to take. The responsible manager will inform the complainant about the outcome and decision.
If the complainant is not satisfied with the outcome, she/he may appeal the outcome within 30 days upon receipt of the decision.
Annual report on complaints
Diakonia will summarize the organisational learning from complaints handling in annual reports without revealing any information about the details of complaints, and of course leaving out any information about the complainant.
The annual reports will focus on learning points and how Diakonia aims at improving our way of working.
The report will be available here at Diakonia’s website.