Introduction
Receiving feedback and responding to complaints is an important part of improving Community Pathway Africa’s accountability and we welcome that feedback so we can be better. Ensuring our stakeholders can hold us to account will improve the quality of our work in all areas.
Who does this apply to?
This policy applies to CPA Ghana and is global in its application. A complaint can be made by any supporter, partner organisation, community or individual with whom we work, or any member of the public whether an individual, company or other entity, in Ghana or anywhere else in the world.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the charity and its conduct. A complaint can be received verbally, by phone, by email or in writing. A ‘formal complaint’ is a written complaint that is made that is clearly identifiable as a complaint. This policy does not cover complaints from staff, who should use the Discipline and Grievance policies.
A complaint is not:
• A general inquiry about Community Pathway Africa’s work
• A request for information
• A contractual dispute
• A request to amend records e.g. to correct an address, cancel a donation
The complaints procedures do not apply to complaints that are subject to current investigation by any regulatory body or other legal or official authorities in Ghana or other countries in which we operate. Such issues will be dealt with by the relevant regulatory body.
Who can make a complaint about Community Pathway Africa?
A complaint can be made by:
• Any supporter
• Partner organization
• Community or individual with whom we work
Any member of the public whether an individual, company or other entity in Ghana or around the world.
Who is not covered by this policy?
Complaints by staff are governed by Community Pathway Africa’s procedures for dealing with problems in the workplace and Whistleblowing Policy. Complaints relating to serious incidents such as fraud and corruption or safeguarding concerns will be dealt with through the relevant policy and procedures.
How to make a complaint
It is hoped that most complaints or concerns about CPA Ghana’s work or behaviour can and will be dealt with informally by staff or volunteers at a local level. However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.
All formal complaints should be made in writing via post or email either directly from the individual or organisation making the complaint or via someone acting on their behalf. See below for details about to whom to address a complaint. We will acknowledge and provide an initial response to your feedback within 14 days of receiving it.
Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within one month. If we are unable to meet that deadline due to exceptional circumstances, we will let you know.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Complaints Process for Supporter Care/Fundraising
Community Pathway Africa is committed to delivering a high standard of supporter care to anyone who engages with our work. We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.
You can provide your feedback by phone on +233-530083282 / +233-506672969, email [email protected]
Please help us investigate your concern more quickly by providing as much information as possible, like
• Your contact details (if you require a response).
• Details of your concerns, including any incident date.
• Copies of any materials to support your complaint.