Complaints and Feedback Mechanism (CFM) Guideline
| Position | Organization | Year | Covered Country |
|---|---|---|---|
|
National MEAL Officer |
Save the Children Indonesia |
2018 |
Indonesia |
Overview:
The Guidelines for Complaints and Feedback Mechanism (CFM) Implementation in Indonesia provide a framework for establishing an effective and accountable mechanism for addressing grievances and collecting feedback from stakeholders, including community members, staff, and partners. Grounded in the principles of accountability and transparency, these guidelines aim to ensure that Save the Children Indonesia (SCI) upholds its commitment to responsibility and responsiveness in its programs and operations.
The Guidelines for Complaints and Feedback Mechanism (CFM) Implementation in Indonesia aim to institutionalize a systematic and responsive approach to addressing complaints and collecting feedback within Save the Children Indonesia (SCI). By adhering to these guidelines, SCI demonstrates its commitment to accountability, transparency, and continuous improvement in its interactions with stakeholders and the communities it serves.
Key components:
Definition and Documentation of Complaints Procedure:
Clearly define and document a complaints procedure, including the rights of stakeholders to raise complaints, the process for lodging complaints, investigation procedures, response time frames, and mechanisms for confidentiality and non-retaliation.
Ensure that the procedure encompasses the handling of both non-sensitive and sensitive complaints, including those related to corruption, child safeguarding violations, discrimination, and other serious concerns.
Consultation and Stakeholder Engagement:
Consult with stakeholders, including crisis-affected individuals and staff, to identify and incorporate their preferences into the complaints procedure.
Ensure that stakeholders understand the complaints procedure through targeted communication and engagement efforts.
Implementation and Accountability:
Ensure adherence to the complaints procedure and timely resolution of complaints in accordance with organizational policies and standards.
Document and track complaints, responses, and actions taken to address grievances, and periodically review and improve the CFM based on feedback and lessons learned.
Partnership Engagement:
Collaborate with partners to establish mutual agreements on raising and handling complaints, ensuring that complaints are addressed in a safe and accessible manner.
Clarify the process for referring complaints between organizations and ensure that stakeholders can raise complaints with partners effectively.
Budgeting for CFM:
Allocate financial resources for the establishment and operation of the CFM, covering expenses such as staffing, training, consultation sessions, travel, logistics, and communication materials.
Consider the inclusion of an Accountability focal point at field level or incorporate Accountability Officer responsibilities into existing roles, depending on the program’s size and resource availability.
Budget for the establishment of a Complaints Panel/Hearing Committee, if applicable, to review complaints and ensure representation from the community and partner agencies.
