KEMITRAAN open a public complaints service for the public to report or clarify alleged irregularities, violations, or abuse in program implementation. This service demonstrates public participation in promoting transparency, accountability, and preventing practices inconsistent with good governance principles.

Complaint Handling at KEMITRAAN
This document explains how KEMITRAAN receive, record, investigate, and respond to complaints regarding its services or performance. Every complaint will be handled seriously, confidentially, and professionally to achieve a fair resolution.

KEMITRAAN committed to the highest standards of service and treating every complaint as an opportunity for improvement.

Anti-Corruption and Anti-Bribery Commitment:
KEMITRAAN do not tolerate fraud and corruption. All staff, partners, vendors, and grant recipients are required to adhere to the principles of preventing and taking action against bribery and corruption.

Social and Environmental Protection Commitment: 
KEMITRAAN and all relevant parties are required to comply with social and environmental policies. Non-compliance will be strictly enforced.

If you experience any unsatisfactory service, we would appreciate your report to help us improve the quality of service.

The Complaints Officer is the person responsible for handling complaints. He or she will notify the relevant person/unit within the Partnership or its implementing partners to seek a solution or resolve the issue.

Follow-up Complaint Handling
Every complaint received will be handled by the Complaint Handling Officer together with the relevant manager to find the right solution. A written response will be sent to the reporter, or if necessary, authorized technical staff will directly communicate with the reporter by involving officers. Anonymous complaints will still be investigated as long as they are accompanied by sufficient information and evidence. The entire handling process is carried out confidentially and professionally.

Please note that if you are not satisfied with our response, or if you do not wish to raise a complaint as described above, you can communicate directly with Senior Management or the Executive Director.