COMPLAINT HANDLING

DESCRIPTION

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

THE PRINCIPLE

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.

STANDAR OF SERVICES

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 COMPLAIN

There are many ways you can make a complaint:

  • Directly speak with relevant staff or officer in charge if you think the matter may be quickly resolved.
  • You can send your complaint or concern in writing to the following:

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.

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

2016

Pada bulan Maret 2016, KEMITRAAN menerima akreditasi internasional dari Adaptation Fund. Dewan Adaptation Fund, dalam pertemuannya yang ke-27, memutuskan untuk mengakreditasi KEMITRAAN sebagai National Implementing Entity (NIE) dari Adaptation Fund. KEMITRAAN menjadi lembaga pertama dan satu-satunya lembaga Indonesia yang terakreditasi sebagai NIE Adaptation Fund di Indonesia.
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2020

Perjanjian ini ditandatangani antara Green Climate Fund (GCF) dan KEMITRAAN. Perjanjian ini meresmikan akuntabilitas KEMITRAAN dalam melaksanakan proyek-proyek yang disetujui oleh GCF.

 

Untuk diketahui, GCF adalah dana khusus terbesar di dunia yang membantu negara-negara berkembang untuk mengurangi emisi gas rumah kaca dan meningkatkan kemampuan mereka dalam merespons perubahan iklim.

 

Dana ini dihimpun oleh Konvensi Kerangka Kerja PBB tentang Perubahan Iklim (UNFCCC) pada tahun 2010. GCF memiliki peran penting dalam mewujudkan Perjanjian Paris, yakni mendukung tujuan untuk menjaga kenaikan suhu global rata-rata di bawah 2 derajat celsius.

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2000-2003

KEMITRAAN memainkan peran krusial dalam mendukung pengembangan undang-undang untuk membentuk KPK. Hal ini diikuti dengan langkah mendukung Pemerintah dan DPR dalam memilih calon komisioner yang kompeten dan juga mendukung kelompok masyarakat sipil untuk mengawasi secara kritis proses seleksinya. Setelah komisioner ditunjuk, mereka meminta KEMITRAAN untuk membantu mendesain kelembagaan dan rekrutmen awal KPK, serta memainkan peran sebagai koordinator donor. Sangat jelas bahwa KEMITRAAN memainkan peran kunci dalam mendukung KPK untuk mengembangkan kapasitas dan strategi yang diperlukan agar dapat bekerja seefektif mungkin.
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2003

Pada tahun 2003, KEMITRAAN menjadi badan hukum yang independen yang terdaftar sebagai Persekutuan Perdata Nirlaba. Pada saat itu, KEMITRAAN masih menjadi program yang dikelola oleh UNDP hingga akhir tahun 2009. Sejak awal tahun 2010, KEMITRAAN mengambil alih tanggung jawab dan akuntabilitas penuh atas program-program dan perkembangannya.
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1999-2000

Kemitraan bagi Pembaruan Tata Kelola Pemerintahan, atau KEMITRAAN, didirikan pada tahun 2000 setelah berlangsungnya pemilihan umum pertama di Indonesia yang bebas dan adil pada tahun 1999. Pemilu bersejarah ini merupakan langkah penting dalam upaya Indonesia keluar dari masa lalu yang otoriter menuju masa depan yang demokratis. KEMITRAAN didirikan dari dana perwalian multi-donor dan dikelola oleh United Nations Development Programme (UNDP) dengan mandat untuk memajukan reformasi tata kelola pemerintahan di Indonesia.
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2020

This agreement was signed between Green Climate Fund (GCF) and PARTNERSHIP. This agreement formalizes KEMITRAAN’s accountability in implementing projects approved by the GCF.

For your information, the GCF is the world’s largest special fund that helps developing countries reduce greenhouse gas emissions and increase their ability to respond to climate change.

These funds were collected by the United Nations Framework Convention on Climate Change (UNFCCC) in 2010. The GCF has an important role in realizing the Paris Agreement, namely supporting the goal of keeping the average global temperature increase below 2 degrees Celsius.

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2020

This agreement was signed between Green Climate Fund (GCF) and PARTNERSHIP. This agreement formalizes KEMITRAAN’s accountability in implementing projects approved by the GCF.

For your information, the GCF is the world’s largest special fund that helps developing countries reduce greenhouse gas emissions and increase their ability to respond to climate change.

These funds were collected by the United Nations Framework Convention on Climate Change (UNFCCC) in 2010. The GCF has an important role in realizing the Paris Agreement, namely supporting the goal of keeping the average global temperature increase below 2 degrees Celsius.

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2016

In March 2016, KEMITRAAN received international accreditation from the Adaptation Fund. The Adaptation Fund Board, in its 27th meeting, decided to accredit KEMITRAAN as National Implementing Entity (NIE) from the Adaptation Fund. KEMITRAAN is the first and only Indonesian institution to be accredited as a NIE Adaptation Fund in Indonesia.
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2003

In 2003, KEMITRAAN became an independent legal entity registered as a Non-Profit Civil Partnership. At that time, KEMITRAAN was still a program managed by UNDP until the end of 2009. Since the beginning of 2010, KEMITRAAN took over full responsibility and accountability for the programs and their development.
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2000-2003

KEMITRAAN played a crucial role in supporting the development of legislation to establish the KPK. This was followed by steps to support the Government and DPR in selecting competent commissioner candidates and also supporting civil society groups to critically monitor the selection process. After the commissioners were appointed, they asked KEMITRAAN to help with the institutional design and initial recruitment of the KPK, as well as play the role of donor coordinator. It is clear that KEMITRAAN plays a key role in supporting the Corruption Eradication Commission to develop the capacity and strategies needed to work as effectively as possible.
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1999-2000

The Partnership for Governance Reform, or KEMITRAAN, was founded in 2000 following Indonesia’s first free and fair general election in 1999. This historic election is an important step in Indonesia’s efforts to move away from an authoritarian past towards a democratic future. PARTNERSHIP was established from a multi-donor trust fund and is managed by United Nations Development Programme (UNDP) with a mandate to advance governance reform in Indonesia
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1999-2000

Kemitraan bagi Pembaruan Tata Kelola Pemerintahan, atau KEMITRAAN, didirikan pada tahun 2000 setelah berlangsungnya pemilihan umum pertama di Indonesia yang bebas dan adil pada tahun 1999. Pemilu bersejarah ini merupakan langkah penting dalam upaya Indonesia keluar dari masa lalu yang otoriter menuju masa depan yang demokratis. KEMITRAAN didirikan dari dana perwalian multi-donor dan dikelola oleh United Nations Development Programme (UNDP) dengan mandat untuk memajukan reformasi tata kelola pemerintahan di Indonesia.
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