English Spanish

Diakonia - Whistleblowing guidelines

DIAKONIA COMPLAINTS/INCIDENT REPORTING POLICY STATEMENT

Diakonia is committed to work in an open and responsible way that builds the trust and respect of all our stakeholders. Diakonia is striving to meet the highest quality in its development and humanitarian programming and seek to work with affected communities and populations in the best way possible. To ensure continuous improvement of our work, we are interested in what our stakeholders have to say whether in the form of a comment, a compliment or a complaint. Diakonia has established a system that gives individuals and groups the possibility to report complaints/incidents to Diakonia in a secure way, and receive a response. Diakonia shall handle complaints with respect to confidentiality in a timely manner. This system also enables Diakonia employees to report. The system is referred to as a Complaints and Response Mechanism (CRM). This policy shall be available to all Diakonia’s stakeholders, with specific focus on our partners working with communities and rights holders to whom Diakonia is accountable.

Confidentiality is critical in the handling of complaints/incidents in order to protect the privacy and safety of the complainant, the subject of complaint and witnesses. The facts and nature of the complaint/incident, the identity of the key participants and the investigation records are confidential. This means that access to and dissemination of information will be restricted only to a limited number of authorized staff for the purpose of concluding a necessary investigation. Any breach of confidentiality shall lead to disciplinary action according to Diakonia HR regulations. Diakonia recognize that at times people with genuine concerns can't speak out because of special circumstances and may wish to lodge a complaint without revealing their identity. If a person reporting a complaint/incident chooses to remain anonymous, Diakonia will only be able to receive the complaint, but will not be able to respond to the complainant. Diakonia investigates anonymous complaints/incidents reports as far as possible. The reports will always be treated with confidentiality. Name and contact details will not be revealed to any person outside the investigation (if an investigation is needed). An investigation is conducted by limited number of persons under confidentiality.

A complainant may wish to remain anonymous for different reasons. This is possible through this one-line format. Diakonia investigates anonymous complaints to the best of our possibilities, but will not be able to respond to the complainant. Diakonia can receive complaints written in English, Swedish, French or Spanish. If complaints are made in other languages they have to be translated by Diakonia staff. In case other languages are used, Diakonia will be solving this with translators on a case to case basis.

Complaints/Incidents can be made through any of the following ways:

  • In person (all levels)
  • To local country offices
  • Through Diakonia’s whistleblowing/ complaints form available here

The complainant may wish to remain anonymous for different reasons. This is possible through this one-line format. Diakonia investigates anonymous complaints to the best of our possibilities, but will not be able to respond to the complainant. Diakonia can receive complaints written in English, Swedish, French or Spanish. If complaints are made in other languages they have to be translated by Diakonia staff. In case other languages are used, Diakonia will be solving this with translators on a case to case basis. Diakonia will as far as possible limit the number of people handling complaints for confidentiality reasons.