S1 - Preamble
S2 - Partnerships
S3 - Governance
S4 - Organizational Integrity
S5 - Finances
S6 - Fundrainsing & Communications to the Public
S7 - Management Practices & Human Ressources
S8 - Acheiving Compliance
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Summary
Organizational Integrity
S 4.2
Raison d'être
Indicators of Compliance
Ethical Questions to ask
Examples of good ethical practice
Examples of poor practice
  1. The Organization shall ensure that complaints are dealt with in a timely manner and impartially, respecting the rights of involved parties for confidentiality and disclosure.

Why
Why

Implicit in this standard is the principle of accountability, in particular accountability to stakeholders and communities.  An accountable organization must be willing to justify its decisions and actions. A complaints mechanism provides the public and those affected by the work of the Organization with a vehicle to question these decisions and actions and to expect an answer from the Organization. Complaints that are dealt with quickly and fairly help to increase trust between the Organization and the public. This can improve the effectiveness of the Organization. 

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Indicators of Compliance
Indicators of Compliance
  • A timely and respectful response is provided to each complaint as it arises.
  • The response substantively addresses the complaint and the underlying issues.
  • The rights of all parties involved are protected. 
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Ethical Questions to ask
Ethical Questions to ask
  • Can everyone understand and access our complaints mechanism?
  • Do our complaints procedures respect confidentiality and ensure impartiality?
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Examples of good ethical practice
Examples of good ethical practice
  • Having policies in place that specify complaint procedures.
  • Having policies and procedures in place that deal with issues of sexual harassment, unjust treatment, discrimination and abuse, and which include processes to deal with complaints about such issues.
  • Ensuring that processes provide complainants with a safe way to bring forward allegations.
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Examples of poor practice
Examples of poor practice
  • Reacting to complaints through the media rather than dealing directly with the complainant.
  • Not addressing the systemic issues underlying the complaint.