Complaints
Introduction
At Basic Services, we are committed to transparency, accountability, and continuous improvement in all areas of our work. To ensure that stakeholders, beneficiaries, and the general public have a clear and accessible way to raise concerns, we have implemented a comprehensive Complaints Procedure. This procedure outlines the steps to be taken by any individual or entity wishing to express dissatisfaction with any aspect of our organization.
1. Scope of the Complaints Procedure
This Complaints Procedure applies to a wide range of concerns, including but not limited to:
1.1 Quality of Services: Issues related to the quality or effectiveness of services provided.
1.2 Conduct of Personnel: Complaints concerning the behavior, ethics, or professionalism of staff, volunteers, or representatives.
1.3 Transparency and Reporting: Concerns about our financial disclosures, decision-making, or communications.
1.4 Project Implementation: Complaints related to the planning, execution, or outcomes of specific projects initiated by the organization.
1.5 General Concerns: Any other matters that contribute to dissatisfaction with the organization or its operations.
2. How to Submit a Complaint
Complaints should be submitted in writing and include as much relevant detail as possible. The following channels may be used:
Email: complaints@basicservices.org
To ensure a thorough review, each complaint should include:
Full name and contact details of the complainant.
A clear and concise description of the issue.
The date(s) of the incident(s).
The names of any individuals involved, if applicable.
Any supporting documents or evidence.
3. Acknowledgment of Complaints
All complaints will be acknowledged in writing within five (5) working days of receipt. The acknowledgment will include:
Confirmation that the complaint has been received.
The name of the person responsible for handling the complaint.
An estimated timeframe for the review and response.
4. Investigation and Resolution Process
Complaints will be reviewed promptly and fairly. Our designated Complaints Handling Team (or responsible staff member) will investigate the matter in an impartial manner. This may include:
Reviewing relevant documents or records.
Speaking with involved parties if necessary.
Requesting additional information from the complainant.
The investigation will generally be completed within thirty (30) days, depending on the complexity of the matter.
Upon conclusion, a written response will be provided, which will include:
A summary of the findings.
Any actions taken or to be taken.
Any recommendations or follow-up steps to prevent recurrence.
5. Escalation of Complaints
If the complainant is not satisfied with the resolution, they may request escalation. The complaint will then be reviewed by a more senior member of the organization, such as a board representative. A final written response will be issued following this review.
6. Confidentiality
All complaints and related documentation will be treated with the utmost confidentiality. Information will only be shared with individuals directly involved in the investigation and resolution process.
7. Monitoring and Continuous Improvement
Basic Services is committed to using complaints as a tool for learning and growth. Complaint data is reviewed regularly to:
Identify recurring issues.
Improve internal processes.
Strengthen service delivery and stakeholder engagement.
8. Review and Revisions
This Complaints Procedure is reviewed annually to ensure its continued relevance and effectiveness. Revisions may be made to improve accessibility, fairness, and transparency.
Conclusion
At Basic Services, we value open communication and see every complaint as a meaningful opportunity to improve. We are dedicated to addressing concerns in a respectful, timely, and constructive manner. Your feedback is essential in helping us uphold the highest standards of service and conduct.
