Complaints and Feedback Policy

​1.    Purpose
1.1.    Tshehetso welcomes feedback and provides a fair process for raising and resolving complaints.
1.2.    This policy aims to provide guidelines on how to facilitate this process.

2.    Scope
2.1.    A complaint may concern:
2.1.1.    programme delivery; 
2.1.2.    treatment by staff or volunteers; 
2.1.3.    donations or refunds; 
2.1.4.    website content; 
2.1.5.    privacy; 
2.1.6.    discrimination; 
2.1.7.    financial conduct; 
2.1.8.    conflicts of interest; 
2.1.9.    beneficiary selection; 
2.1.10.    partnerships; 
2.1.11.    safeguarding; or 
2.1.12.    any failure to meet Tshehetso’s commitments. 

3.    Principles
3.1.    Complaints will be handled:
3.1.1.    respectfully; 
3.1.2.    impartially; 
3.1.3.    confidentially; 
3.1.4.    without victimisation; 
3.1.5.    as promptly as reasonably possible; and 
3.1.6.    at the appropriate level of authority. 

4.    Submission
4.1.    A complaint may be made by email, online form or written correspondence.
4.2.    It should include:
4.2.1.    the complainant’s name and contact details, unless anonymity is reasonably necessary; 
4.2.2.    a description of what happened; 
4.2.3.    relevant dates and persons; 
4.2.4.    supporting documents, where available; and 
4.2.5.    the outcome requested. 

5.    Acknowledgement and response
5.1.    Tshehetso should:
5.1.1.    acknowledge a complaint within five business days; 
5.1.2.    conduct an initial assessment; 
5.1.3.    advise the complainant of any information required; 
5.1.4.    aim to provide an outcome within 20 business days; and 
5.1.5.    communicate delays where the matter is complex. 

6.    Escalation
6.1.    A complaint about an operational matter may first be considered by the Managing Director.
6.2.    A complaint involving the Managing Director must be referred to the Chairperson.
6.3.    A complaint involving the Chairperson must be considered by the other non-conflicted Board members or an independent person appointed by them.

7.    Safeguarding complaints
7.1.    A complaint involving suspected abuse, exploitation, harm to a child or immediate danger must be escalated immediately under the Safeguarding Policy.

8.    Privacy complaints
8.1.    Privacy complaints may be submitted to Tshehetso’s Information Officer.
8.2.    A person may also lodge a complaint with the Information Regulator through its prescribed processes. 

9.    Records
9.1.    Tshehetso must retain an appropriate complaints register showing:
9.1.1.    date received; 
9.1.2.    general category; 
9.1.3.    responsible person; 
9.1.4.    action taken; 
9.1.5.    outcome; and 
9.1.6.    closure date. 
9.2.    Sensitive details must be access-controlled.