Concerns & complaints

If you observe that DRC or its staff do not live up to DRC’s standards and commitments we hope that you will let us know. You can do so by raising a concern informally with our staff or by using our official complaints mechanisms. We appreciate your input, which will help us improve our work.

Informal comments and concerns
We strongly encourage that informal comments and concerns about our work are raised with our staff as close to the activity as possible. They can respond immediately and they know the context.

Only when your concern is not promptly resolved, or when it is formal or sensitive, are you advised to submit an official complaint. The mechanism for submission of official complaints is different for operational and sensitive complaints (see below).

Who can complain?

  • People participating in DRC’s actions (“beneficiaries”)
  • Other people directly affected by DRC’s actions and policies;
  • Partners and their staff (humanitarian partners, contractors and authorities);
  • DRC staff.

What can be complained about?
In short: breaches by DRC or its staff of DRC’s Accountability Framework such as the humanitarian principles, DRC’s Code of Conduct and other local commitments, including assistance commitments. At country level DRC normally operates locally adapted complaints mechanisms that further define what can be complained about.

Operational complaints
Operational complaints regard operational issues, such as the actual administration of DRC’s selection criteria and the actual quality and quantity of the assistance provided by DRC. Operational complaints are normally of a non-sensitive nature and must be submitted through DRC’s country-based complaints-handling mechanisms. Information about the mechanisms for submission of an operational complaint is provided by DRC’s office(s) in-country. If you wish to submit an operational complaint, please use the in-country mechanism.

Sensitive complaints
Sensitive complaints regard serious breaches of DRC’s Code of Conduct, which, if verified, could lead to sanctions against staff or partners. For this reason, a more strict mechanism applies, namely the Code of Conduct Reporting Mechanism.

Impartiality and confidentiality policy
DRC will ensure that complaints are handled professionally and fairly with respect for the integrity of the involved persons and institutions as required under the circumstances. DRC does not tolerate any attempt by DRC staff of intimidation or retaliation against a complainant.

DDG
The Danish Demining Group is a part of DRC and is covered by DRC’s complaint policies and mechanisms.