Diakonia - People change the world
The people who benefit from Diakonia's support have the right to complain on Diakonia's work and working methods if we do not live upp to our promises and guidelines. Photo: Markus Marcetic

Complaints, incidents and feedback

Diakonia’s policy for complaints and response includes the option of sending a complaint to Diakonia online.

6/30/2015 Publisher: Krister Adolfsson

Diakonia's complaints and response mechanism

Diakonia is committed to working in an open and responsible way, fostering the trust and respect of all its stakeholders. Diakonia strives to achieve the highest quality in its development and humanitarian programmes and seeks to work with affected communities and populations in the best possible way.

To ensure the continuous improvement of our work, we are open to all complaints about our work in the countries in which we operate, including Sweden. We do, however, encourage comments and complaints about our work to be raised and discussed with the responsible Diakonia staff members and managers who are as close to the activity as possible.

What is a complaint and what is not?

A complaint is a formal expression of dissatisfaction or discontent, and/or misconduct, about someone or something.

Examples of what a complaint can be about:

Implementation of programmes and projects by Diakonia and its partners in the countries in which it operates

Behaviour of a Diakonia staff member or partner

Breach of Diakonia's policies or commitments by Diakonia or a partner organization

Diakonia staff incidents related to accidents, disease, security threats or work environment

Examples of what Diakonia does not consider a complaint:

A general inquiry about Diakonia's work.

A request for information.

A contractual dispute or complaints relating to internal or partners' staff employment conditions, guidelines and benefits.

If the complaint is not within the scope of Diakonia's policy, the person lodging the complaint will be informed of this.

Issues not covered

Examples of complaints that Diakonia will not accept:

Complaints regarding partners, projects or activities not funded by Diakonia.

Complaints that are already the subject of ongoing investigation by any regulatory body or legal or official authoritiy in the countries in which Diakonia operates.

Complaints about a political standpoint/opinion expressed by Diakonia or a partner organization.

Offensive complaints using inappropriate or abusive language.

Complaints sent as part of bulk mail from an unknown source.

Operational complaints and serious complaints and incidents

The system is designed to handle operational complaints and serious complaints and incidents. It ensures that all information about complaints and incidents will be treated with confidentiality.

Operational complaints and incidents are generally related to issues at programme and project level, such as the quality of our work, how a programme is managed, or staff incidents relating to accidents, disease or security threats.

A serious complaint or incident is typically a complaint about corruption, sexual exploitation or another gross violation of our Code of Conduct.

Please note thatin the case of anonymous complaints, Diakonia cannot guarantee a response or that action will be taken.

Diakonia guarantees that the person lodging a complaint will not face retaliation from Diakonia for filing a complaint.

Malicious complaints

Diakonia operates under the assumption that all complaints are made in good faith.

However, should it be revealed that a complaint is false or malicious, any investigation already underway will be stopped immediately and disciplinary action taken if the person lodging the complaint is a member of staff.

Diakonia complaints policy statement:

Diakonia is committed to working in an open and responsible way, fostering the trust and respect of all its stakeholders.

Diakonia strives to achieve the highest quality in its development and humanitarian programmes and seeks to work with affected communities and populations in the best possible way.

To ensure the continuous improvement of our work, we are interested in what our stakeholders have to say whether in the form of a comment, compliment or complaint.

Diakonia provides a system that gives individuals and groups the opportunity to report complaints to Diakonia in a secure way, and to receive a response.

Diakonia shall handle complaints regarding confidentiality in a timely manner. The system also enables Diakonia employees to report staff related incidents.

The system is referred to as a Complaints and Response Mechanism. This policy shall be available to all Diakonia’s stakeholders, particularly its partners working with communities and rights holders to whom Diakonia is accountable.


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