Complaint Procedure

I. Statement

The Central Africa’s Rights and AIDS Society (CARA Society) shall display the following statement:

The Central Africa’s Rights and AIDS Society (CARA Society) aims to provide service of a standard acceptable to all our users. If we fail to do this we want to know about it. This shall enable us not only to deal with the specific problem, but also avoid it happening again.

Our Society’s complaints procedure sets out how to take up matters if you think the service you have received from CARA Society is unsatisfactory. Please ask the receptionist for a leaflet/Please ask the adviser who sees you for a leaflet/Please take a leaflet. If you would rather talk to someone about the complaints procedure please ask the receptionist/adviser who sees you. This statement shall be displayed in English/French/Portuguese/Lingala and other major African languages.

II. Introduction

This policy sets out the procedures to be followed when we receive a complaint from users of the service, other organisations or members of the public. It does not address complaints made by staff or volunteers (that are dealt with through grievance and disciplinary procedures) nor job applicants (recruitment procedure). The procedure is meant to provide a means to resolve a dispute between CARA Society and any complainant. It requires staff and management committee members at every stage to resolve the complaint. Complaints are likely to be in one or more of the following areas:

dissatisfaction with our service, such as inadequate work, problems with casework, unacceptable delay or failure to deliver a service etc.
disputes between user and CARA Society regarding policy, procedures or activities.
discourtesy or unhelpfulness on the part of staff.

III. The Complaint Procedure

When someone wishes to register a complaint, the following procedure shall be adopted. Where the complaint is against the Chairman, the same procedure shall be followed, but with the Vice-Chairman of the Management Committee substituting for the Chairman's role at all stages.

III.1. PRELIMINARY STAGE

The complaint shall be received either via completion of a complaints form or by a request to make a verbal complaint.

III.2. STAGE 1

The complainant shall be invited to discuss the complaint with the Management Committee member, the member of staff dealing with complaints and the Chairman or Vice-Chairman. This can be done in person or by phone, whichever is appropriate. The Management Committee member shall keep a record of the conversation on the complaints monitoring sheet. The Management Committee member shall endeavour to resolve the matter. If the complainant remains dissatisfied, or where it is not possible to use Stage 1 above (for example if it is not convenient for them to phone or visit the office) then refer to Stage 2 below. Stage 1 shall be completed within 20 working days of receiving the complaint.

III.3. STAGE 2

The complainant shall be asked to put their complaint in writing to the Public Relations’ Officer, marked Private and Confidential, providing as much detail of the complaint as possible. If the complainant is not able to put their complaint in writing the complainant shall be offered an interview with the Public Relations’ Officer or her/his nominee. The role of the Public Relations’ Officer or nominee at this meeting shall be confined to putting the complaints in writing, obtaining the complainant's approval for the contents of this, and asking the complainant to sign to indicate they agree with the contents. The complainant may choose to work with a third party at this stage and throughout the process - the society may provide a list of potential advocates if the complainant does not have a resource they can turn to.

The Public Relations’ Officer shall then investigate the complaint and attempt to resolve it. S/he may delegate any aspect of the investigation to a nominee. If the complaint involves a member(s) of staff the Public Relations’ Officer shall offer the opportunity for the member of staff to put forward their account, either by written statement or by presentation to the Panel. The time limit for Stage 2 shall be 15 working days. The Public Relations’ Officer shall ensure that all complainants receive a response in writing within 10 working days of the letter/complaint notes being received. This letter shall summarise what investigation have been carried out and what action, if any, is proposed to resolve the matter. A copy of this letter shall be attached to the complaints form. If a response by a letter is unsuitable, the complainant shall be offered an interview with the Public Relations’ Officer to provide the response verbally. This meeting shall be held within 10 working days as before. A written record of this interview shall be kept and signed by the complainant. If the complainant is not satisfied at this stage they shall ask for the matter to be dealt with under Stage 3 of the complaints procedure.

III.4. STAGE 3

Where the matter is not resolved by stage 2, the Public Relations’ Officer shall refer the complaint to the Management Committee Complaints Panel, sending copies of all written correspondence to Panel members. The complaints Panel shall be composed of the Chair and the Vice-Chairman of the Management Committee and the designated Complaints Officer. The Complaints Officer shall be responsible for convening the Panel and one other Management Committee member - in the absence of the Chair, the Vice Chair shall become the convenor. The complainant shall be informed immediately by the Complaints officer, or Chair, about what shall be done. The Panel shall also contact the staff member (s) against whom the complaint was/is made. It shall review the decision made at Stage 3 and may seek further clarification from any of the parties involved. The time limit for Stage 3 cannot exceed 10 working days. The Complaints Panel shall notify the complainant of its reasons and decision within 15 working days of having received notice of the complaint. The Panels decision shall be final. The Complaints Officer responsible for ensuring records of the meeting are kept and the Complaints Monitoring Form is completed. The Complaints’ Officer shall be responsible for reporting the Panel's findings to the next meeting of the Management Committee.

IV. Professional Indemnity Insurance

The Society shall take up a professional indemnity insurance policy to protect both the organization and its services in the event of a claim. If any user wishes to make a complaint that concerns a potential claim, s/he shall refer the matter to the Public Relations’ Officer, a Senior worker or any staff/personnel who shall:

take care not to discuss any details of the potential claim with the client. Neither should they admit liability;

explain that the claimant should seek advice from another organisation so that the issue can be resolved, and that the Society is unable to advise them any further at this stage (no further information/advice can be offered than this);
notify the Society’s insurance company immediately so that they become aware of a potential claim, as any delay in notifying the insurers could result in them refusing to cover the claim;
pass any correspondence received from a third party onto the society’s insurance company. No acknowledgement receipt can be provided in any way. Our staff are advised not to get involved in any correspondence that provides details or admits liability.

V. Recording and Monitoring Complaints

All complaints shall be recorded and kept on file, including those, which were resolved without being put in writing. The Complaints Monitoring Form shall be used to do this. All complaints shall be treated with regard to the Confidentiality policy. The Public Relations’ Officer shall make a report once a year to the Management Committee summarising the nature of complaints received and how they were resolved.

VI. Publicising the Procedure

The Public Relations’ Officer shall be responsible for ensuring that all posters and leaflets are displayed in the waiting area and interview rooms welcoming complaints from users, and that the posters and leaflets clearly explain the procedure for making the complaint. S/he shall also be responsible for ensuring that complaints’ leaflets are available at all outreach session and on home visits.

VII. Ensuring the Effectiveness of the Procedure

All Management Committee members shall receive a copy of the complaints procedure. All existing and new workers shall be introduced to the complaints procedure via induction and training. The procedure shall be reviewed annually and amendments shall be proposed and agreed by the Management Committee.

Date procedure was agreed: December 6th 2004

Date of review: December 5th 2005

Person responsible for review: Mr Jean-Luis Ngamuna-Tampa

Public Relations’ Officer, CARA Society

VIII. CARA Society’s Complaints Form

If you wish to complain about the service you received from CARA Society, please fill in the following and return the form to us:

Please tell us the details of your complaint:

Please tell us what you think should/should not have happened:

Please tell us what you like us to do now:

Your Name:

Your Address:

Your Telephone number:

Is it all right to contact you here: Yes No

Thank you for completing this form

You shall receive a response in …..days

IX. Adoption and Signatures

The above Complaint Procedure was adopted at a public meeting held on December 6th 2004 in London.

Name: Signed:

President: Mr Jean-Paul LAWRENCE TAMPU-EYA, BA, LL.B., LL.M., PhD (Res.).

Vice-President: Mr Marcel Nduli MBUIMA

General-Secretary: Mrs Marthe MUNSHIE-LEPIORI

Assistant-Secretary: Ms WENAMO LOMBO

Treasurer: Ms Kiwisa Felicia MULWEMI

Public Relations Officer: Mr Jean-Louis NGAMUNA

Account Officer: Ms Melanie SANZAY-NGAYE

Assistant Account Officer: Mr Nicolas MUNSHIE-LEPIORI

Advisers:

Community Youth Worker:

Maximilien Ekoli LIONGO, BSc(Hon’s) PGCE (London)

Community Social Worker:

Mr Abdilhahi Dahir NUR DipSW, BA (Hon’s) LL.M.(London)

Mr Leon MALEKANI

Mr Robert MASASA

Mr Doudou MPANDI NDEMBI

Ms Solange TOMAS

Ms Nadine TAMUNDELE

Mr Heritier Darly T. MAYE

The above Complaint Procedure comes into force from December 6th 2004.

Designed and typeset by

Plefilia, Plenty, Plevinas & Plemilia Tampwhuo-Eyab & Co.

Stamford Hill, London (UK)