Complaints Handling
Purpose of the tool:
Provide MCP management with information and data to improve procedures and management systems, as well as provide a mechanism to manage complaints from any stakeholders to prevent problems of a similar nature from arising in future.
Overall methodology:
The Complaints Handling procedure is the process for addressing issues that arise when MCP stakeholders feel their expectations are not met. It sets out a way of dealing with complaints in a professional, consistent and reliable way. CDS value complaints as they assist us to improve the program and better achieve the expected outcomes.
Complaints can be submitted by the following stakeholders:
1. MCP appointees;
2. Client ministries/agencies;
3. CDS ;
4. Individuals ;
5. Others
The categories of complaints are as follows:
1. Recruitment
2. Administrative
3. Financial
4. Others
A detailed description of Complaints procedures is attached in Annex here
Use of data/information / Follow up process:
All complaints will be tracked and regularly analysed by the M&E section. A monthly summary of complaints will be compiled and shared with the management team. The management has to decide, based on the respective complaints, where internal operational procedures should be improved and in what time frame. Operational improvements should be communicated to the WB and the IARCSC on a quarterly basis. |
