Complaints and Suggestions

Life Makers Commitment to the Beneficiaries’ feedback and complaints

 

 

Life Makers adheres to the nine commitments of the Core Humanitarian Standard for Quality & Accountability in all its operations ensuring the provision of quality services and programmatic interventions to everyone without discrimination towards any differences in ethnicity, religion, race, or any other consideration. While maintaining systematic communication with affected populations using relevant feedback and communication mechanisms across all levels.

The nine commitments of the Core Humanitarian Standard for Quality & Accountability
The nine commitments of the Core Humanitarian Standard for Quality & Accountability

Accordingly, Life Makers adopts multiple mean feedback and complaint mechanism to receive, analyze and effectively respond to our beneficiaries.

Reporting

 

Our beneficiaries are encouraged to raise their concerns, report incidents, request information, or propose ideas about:

  • Staff conduct;
  • Quality of services received and;
  • Child and women and safeguarding issues.

In doing so, the beneficiaries are welcome to use any of the following channels:

  • Case Management Team:the case Management team is distributed across all the Egyptian governorates, they conduct field visits and follow-up calls regularly. The beneficiaries can reach their dedicated case management member on their phone number during, field visits or follow-up calls.

The following figure illustrates the case Management structure.

 

  • Hotline(16563): our call center team is always available on the foundation Hotline to receive any feedback or complaints from the beneficiaries. The call center agent will record the beneficiaries’ messages and ensure that they are delivered to the right person.

 

  • Complain form on Life Makers site, all our beneficiaries can access the complaint forms from the official website. Recorded forms are transferred automatically to the complaints and safeguarding committee and will be worked on immediately.

 

  • By Email: beneficiaries can send their feedback, suggestions, or complaints to [email protected].

Definition of the complaint/feedback

 

Complaint/feedback is a formal allegation against a person or a service, expressing opinion about issues related to the quality of services provided, action or lack of action by the foundation’s staff, volunteers, vendors, or a third party.

Feedback about service provision may include positive or negative comments, as well as beneficiaries’ suggestions relevant to program implementation. These can be received and responded to through the regular channels mentioned above

Complaints indicate individual requests or dissatisfaction to which the complainant wishes an explicit resolution. Indicatively, but not exclusively, some examples of valid complaints in the context of the aforementioned project are:

  • Lack of timely information about visits to by foundation’s staff.
  • Lack of information about events and activities relevant to the needs of beneficiaries.
  • Not sufficient explanation of the purpose of data collection at any instance personal data is collected.
  • Breaches of Staff Code of Conduct (e.g., communication in a non-respectful manner)
  • Breaches of Case Management Principles (e.g., non-discrimination, confidentiality)
  • Safeguarding concerns

 

Complaints should preferably have the following points to ensure the quality of investigation, action is taken and feedback:

  • Clear words that don’t mean more than one meaning.
  • Complaint parties should be identified.
  • Supporting documents or people are included/attached.
  • Clear impacts on the vendor, the stakeholder, or the partner are identified.
  • It is not recommended to submit complaints after a long time of being happened.

Complaint/ Feedback Categories

 

The following table sets the different categories of complaints received by the beneficiaries

 

Category Description Example
A Request for Information Request information about activities and services in the city, or the Community Centre relevant to support
B Request for Assistance Damages or missing items in flats
C Minor Dissatisfaction Not informed in a timely or understandable manner about issues within the scope of service provision; delay in service provision
D Major Dissatisfaction Major service provision gaps; Non-respectful conduct by staff; discrimination in service provision; breach of confidentiality; breach of CM standards
E Safeguarding and Security Any concern related to the safety of beneficiaries put at risk by the foundation

Roles and responsibilities

 

Feedback and individual Requests for Information and Assistance that are pertinent to daily service provision (categories A and B) are to be dealt with directly by the project staff without a specific need to be observed by the Complaint and Safeguarding focal point. Nevertheless, requests for information will be recorded in the Case Management Database for follow-up and quality assurance.

Complaints that fall within categories C, D, and E should be referred to the Case Management Officer and the Safeguarding Focal Point at the foundation. Complaints in Category E need to be reported immediately to the managing director.

The Case Management Officer is responsible for reviewing the categorization and for recording the process in the complaints database, as well as monitoring the process through to resolution and closing of the case.

The Foundation staff will keep the complainant informed of the course of actions taken in the same means of communication used in the complaint. The final resolution should be where possible communicated in writing. Anonymous reporting will be kept in the foundation’s records until the complainant is revealed or as necessary.

Confidentiality

 

It is imperative that the principles of confidentiality and non-retaliation be maintained. More specifically, relevant information will be recorded and stored confidentially with restricted access rights on a “need-to-know” basis. Furthermore, making a complaint will in no way affect the provision of services to the beneficiaries as a result of complaining about services or staff.