Complaints Handling Procedure

Purpose

This document describes how KEMITRAAN will accept, record, investigate, respond and resolve complaints made about its performance/services.

The Principles

We value highly any complaint, take seriously and will treat confidentially and properly to find any resolution to your complaint. We will do our best to resolve any issues and we will also learn from time-to-time to improve our standard of services and performance.

Commitment to Anti-Corruption and Bribery

Kemitraan implements zero tolerance against fraud and corruption. As part of Kemitraan’s core values and governance, it is mandatory for all staff and participating organizations including vendors and grantees to commit to the prevention, deterrence and detection of bribery and corruption. Any fraud detected relating to project implementation is always followed up with zero tolerance.

Commitment to Social and Environmental Safeguarding

Kemitraan comply with its social and environmental safeguarding policy. As part of Kemitraan’s core values and governance, it is mandatory for all staff and participating organizations including vendors and grantees to comply with Kemitraan’s social and environmental policy. Any non-compliance detected relating to project implementation is always followed up with swift action.

Standards of Service

Kemitraan aims to provide all its stakeholders with the highest standards of services and compliance. If we and/or our implementing partners fail to provide this to you, we would appreciate it very much if you inform us so we can do our best to resolve any problems.

How to make a complaint

There are many ways you can make a complaint:

MeansAddressContact PersonRemark
Telephone+62-21-2278-0580Complaint Handling OfficerComplaint Officer
Emailcomplaint.handling@kemitraan.or.idComplaint Handling Officer
MailJl. Taman Margasatwa no.26 C, Ragunan, Pasar Minggu, Jakarta Selatan 12550Complaint Handling Officer
Fax62-21-2278-0580Complaint Handling Officer
Social MediaInstagram: @kemitraan_ind
Twitter: @kemitraan_ind
Facebook: @kemitraanID
Communication Officer
Websitewww.kemitraan.or.id

Complaint Handling Officer is the person responsible for handling complaints. He will notify the relevant person/unit within Kemitraan or its implementing partners in order to find a solution or resolve the matter.

What Happens Next

Investigation

Your complaint will be investigated in the following way:

  1. Complaint Handling Officer will discuss your complaint with relevant manager and will try to find a solution
  2. Complaint Handling Officer will then prepare a written response, which will be sent to you. If the matter is very technical and only certain staff can provide a proper response, then authorized staff will respond or communicate directly with you with Complaint Handling Officer cc-ed in the communication.
  3. If a complaint is sent anonymously, it will be investigated as long as there is clear information and sufficient data or proof.
  4. All information with regards to the complaints received will be treated in strict confidentiality.

If you are not satisfied with our response

Please note that if you are not satisfied with our response, or if you do not wish to file the complaint as described above, you may at any time communicate directly to the Senior Management or Executive Director:

Kemitraan Bagi Pembaruan Tata Kelola Pemerintahan
Jl. Taman Margasatwa No. 26C, Ragunan

Pasar Minggu, Jakarta Selatan 12550
Telephone: +62-21-2278-0580
Fax: +62-21-781-2325
Email: complaint.handling@kemitraan.or.id
Website: www.kemitraan.or.id