COMPLAINTS HANDLING

The organisation has a Complaints Policy and Procedure that sets out guiding principles for handling of complaints, defines complaints dealt with by the policy, how to complain, responsibility in handling complaints, steps in processing complaints, confidentiality, and monitoring and evaluating the complaints mechanism.

Guiding principles for handling of complaints

• Complaints handling shall be guided by the organisation’s core values of Integrity, Stewardship, Compassion, Justice, and Accountability.

• Prospect takes all complaints seriously and positively.

• Prospect has zero tolerance to any form of abuse of power, sexual exploitation, fraud, corruption and criminal offences.

• Prospect is committed to an effective procedure for handling and responding to complaints.

• The Complaints Policy and Procedure shall be widely publicised.

• Both the complainants and accused have a right to challenge decisions and to be properly informed about the basis on which decisions have been made.

• At any point the confidentiality aspect shall be maintained.

• The procedure for complaints will be reviewed regularly to ensure and incorporate learning and improvement. Complaints Dealt with by the Policy A complaint is an expression of concern or dissatisfaction by an individual, group, or institution against Prospect, its staff, or legal representative.

• It might express concern about;

• Behaviour of staff

• Quality of programme delivery

• Abuse of power

• Corruption or abuse of one’s position for private gain, such as misusing the financial and other resources of the organisation

• Sexual harassment, coercion and manipulation