Question tag: complaints
2 QuestionsHow do we set up a complaints and grievance procedure for our beneficiaries?
We've never had a formal complaints process. If someone has an issue they usually just tell whoever they know in the organisation and it gets handled informally. That's mostly worked but we recently had a situation where a beneficiary felt their complaint wasn't taken seriously and it escalated unnecessarily. We want to put something formal […]
Why is having a complaints process important for a CSO?
Honestly I've always thought of complaints processes as something you put in place when things go wrong, and since we haven't had any serious incidents I've never prioritised it. But a donor recently included it in their due diligence checklist and it made me wonder if I've been thinking about this the wrong way. Can […]