Feedback and Complaints Mechanisms What have we learned so far and where are the gaps? To support better programming and improve our accountability to children and communities we need effective, safe and accessible feedback and complaints mechanisms. As soon as a World Vision staff member, volunteer or contractor sets foot in a community, WV is responsible and accountable for the behaviour of that person and the quality of work they undertake on behalf of WV. Every member of a community in which we work, whether they are a beneficiary of our programmes or not, has a right to give their feedback and make a complaint about WV. It is WV s duty to ensure that suitable and safe channels are in place to allow this to happen. We also have a duty to respond to feedback and complaints and all WV staff have a responsibility to report any behaviour that contravenes our codes of conduct or standards. The programming and behavioral standards we have set ourselves are in our organizational values, guidelines, policies and codes of conduct. They cover a wide range, from child protection to anti-corruption. WV s Programme Accountability Framework also sets minimum standards in relation to how WV programmes consult with communities, share information, ensure participation and collect and handle feedback and complaints. Sharing these standards and establishing agreement on mutual expectations between WV and the community are elements of WV s Critical Path (shown below), and are crucial to programme accountability. Discussions about the design of the complaints mechanisms should take place early on existing community structures and institutions to handle complaints or conflict should be explored Complaint mechanisms should be designed in partnership with the community Mutual expectations between all programme stakeholders are set early on in the critical path. Failing to meet expectations will result in complaints. Communities should have access to feedback and complaints mechanisms and be able to provide feedback at every stage in the programme cycle. Some type of feedback and complaint mechanisms should be in place from the start, then added to and adapted throughout the life of the programme 1
1. TYPES OF COMPLAINT MECHANISMS What we know Feedback and complaints from the community are picked up through various channels. These are described in more detail on the next page. The feedback and complaints are then assessed and responded to. This is shown in the diagram below. Sensitive complaints such as alleged corruption, abuse or sexual exploitation involving WV staff may be received through the same channels as other less sensitive complaints, or through specific channels. Sensitive complaints are handled differently to less sensitive, less serious or less urgent ones (e.g. timing of meetings or quality of training provided by WV). A theoretical feedback and complaint flow diagram 1. Whether our feedback complaints mechanisms are effective i.e. Are feedback and complaints leading to changes in programme quality and staff behaviour? Can we track this, and are communities satisfied that their feedback and complaints are leading to positive changes? 2. What would this flow diagram would look like in partnership? What would a joint complaint mechanism look like and how would it function? Who would receive complaints and who would decide how to respond? 2
What we know A number of mechanisms are used by NGOs and the commercial sector for receiving feedback and complaints from community members and clients. Many of these are used by WV programmes some programmes may only have two or three mechanisms available while others will have more than ten. The most common are: face to face meetings, letters, phone calls, use of suggestion boxes and information desks/centres. Although some type of complaint mechanism exists in WV programmes, so far we have little information on who uses them and what types of complaints they use them for. Communities are also rarely fully engaged in identifying the most suitable mechanisms for their context. Without this information, there is a risk that some vulnerable community members - including those who are illiterate, subjected to violence, young or disabled - will not be able to provide feedback or make a complaint because the mechanisms in place are inaccessible or unsafe for them to use. Knowing more about how current mechanisms are being used and what the preferred community mechanisms are will help us ensure we design safer and more accessible mechanisms for all stakeholders. As global access to mobile phones, internet and social media grows, communities are beginning to use these channels to provide feedback and complaints. To date though, WV does not have any organisational guidelines to support how we handle or respond to complaints received through social media. 3. Which channels work best for which community members, including the most vulnerable? Which ones work best for sensitive complaints and non-sensitive complaints? 4. How do communities currently use technology and social media to complain and how can WV actively support this? What about using new technology and social media? 3
2. EXISTING COMMUNITY STRUCTURES AND INSTITUTIONS FOR HANDLING COMPLAINTS What we know Communities are made up of individuals, formal and informal groups, associations, structures and institutions. Each of these has a role to play in the life of the community, including managing community resources, promoting social harmony and maintaining law and order. There will nearly always be some type of formal or informal feedback and complaints mechanisms in place to help those in positions of responsibility detect problems or resolve community disputes before they escalate. In some cases, where a community has been displaced or suffered conflict, the normal functioning of these community systems may be disrupted. Sometimes though, some type of effective and legitimate community system remain intact. In many areas of our operation, WV like other NGOs, tends to set up new or parallel community systems our own NGO-controlled community groups and complaint committees - particularly in relation to managing project and community resources. These groups may duplicate or bypass existing community structures as well as undermining legitimate community authorities and institutions. Our Development Programme Approach (DPA) encourages us to work in partnership with community stakeholders, and integrating with and supporting existing institutions and structures is part of this. This diagram shows community groups within a refugee camp. Nearly all of the groups or structures have been set up by agencies working in the camp and there is little formal linkage with existing structures (chiefs, opinion leaders, or others) that may be legitimate and be able to play a valuable role in picking up, dealing with and passing on feedback and complaints concerning WV staff behaviour and programme quality. 5. We need more information on existing community institutions and structures that effectively handle complaints from community members and resolve disputes. We need to understand how we can support these institutions and work with them. Where they are found to be unsuitable, then WV can help identify alternatives. 4
Further information and contacts World Vision s Accountability Commitments Our Commitments For Humanitarian Programmes For All Programmes World Vision s Partnership Principles World Vision s Child Protection Policy LEAP, World Vision s DME Framework World Vision s Ministry Framework UN Declaration of Human Rights UN Convention on the Rights of the Child Do No Harm/Local Capacities for Peace Framework International NGO Accountability Charter People in Aid HAP Principles Global Humanitarian Platform (GHP) Principles of Partnership Good Humanitarian Donorship Initiative Red Cross/Crescent and NGO Code of Conduct The Humanitarian Charter and Sphere Standards World Vision Policy on Relief LEAP for Rapid Onset Emergencies Management Policy on Christian Commitments in Emergency Response and Disaster Management For Development Programmes For Food Aid Programmes Food Aid Policy Monetization and Local/Regional Procurement policy FPMG Commodities Manual and Standards Sponsorship Minimum Programming Standards [where sponsorship funding is used] Indicators for Child Well-Being Outcomes World Vision s Programme Accountability Standards Providing Information Consulting with Communities Promoting Participation Collecting and Acting on Feedback World Vision commits to ensuring that relevant programme information is made available and intentionally provided to communities in a timely, accessible and accurate manner. We are committed to the principle of informed consent and ensuring that communities are aware of, understand and agree with key decisions relating to our intervention. We are devoted to purposely empowering communities and building their capacity to participate in all components of the LEAP programme cycle. We undertake to implement community feedback and complaints procedures that are accessible, safe and effective. These procedures will sensitise communities on their rights according to this framework and our adherence to the World Vision Code of Conduct and the Red Cross Code of Conduct in emergencies. Internal Resources WV Accountability Community of Practice https://www.wvcentral.org/community/accountability/pages/default.aspx HEA resources Visit the WV Central site https://www.wvcentral.org/hea/pages/dmeaccountability External resources Inter-Agency Standing Committee Standards and Good Practice Minimum Operating Standards for Protection from Sexual Exploitation and Abuse http://www.pseataskforce.org/ uploads/tools/1358434722.docx Compendium of Practices on Community-based Complaints Mechanisms: http://www.pseataskforce.org/uploads/ tools/1356619104.docx Humanitarian Accountability Partnership: http://www.hapinternational.org/ WV Accountability Contacts Global Accountability, WV: Beris Gwynne, WVI Partnership Leader for Global Accountability; Anna Wood, Senior Advisor, Accountability to Children and Communities. H-Account (HEA): Madara Hettiarachchi, Associate Director, Humanitarian Accountability; Paul Gol, H-Accountability Advisor; Carla Benham, Community Accountability Specialist Asia Pacific. WV Integrity and Protection Hotline (Whistleblower) numbers vary depending on the country. Information and telephone numbers can be found at https://secure.ethicspoint.com/domain/media/en/gui/24325/index.html 5