CARE International in Cambodia Disaster Preparedness & Mitigation Living Above the Floods Project Complaint Mechanism

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1 CARE International in Cambodia Disaster Preparedness & Mitigation Living Above the Floods Project Complaint Mechanism "Tuk tau - kompung nao" (The boat moves on but the port stays on) - One group saying they will have to deal with whatever CARE leaves behind "Neak aht klien totuol chum nuoy" (People with no hunger had received assistance) - Complain of one group against the old DPAP project. Raised during the HAP review 1. About CARE and DPM-LAF CARE International is an emergency and development organization working in more than 80 countries worldwide. CARE is a member of Humanitarian Accountability Partnership International (HAP-I) as well as the Humanitarian Accountability Network in Cambodia (HANet). CARE International in Cambodia strives to work with the most vulnerable individuals, households and communities to identify and address through sustainable solutions the root causes of vulnerability and poverty by: 1. Demonstrating commitment to partners; 2. Strengthening and building organizational and institutional capacities; 3. Working to empower individuals, families and communities to fulfill their rights; 4. Supporting policy development and implementation through advocacy and dialogue. The Disaster Preparedness and Mitigation - Living Above the Floods Project (DPM-LAF) aims to contribute to building the capacity and reduce vulnerability of the most vulnerable people to cope with disasters. DPM-LAF is funded by the Ministry of Foreign Affairs of the Royal Norwegian Government and the Australian Aid for International Development (AusAID) 2. Why a Complaints Mechanism CARE values require that all staff and those it works with should be accountable for all that is done and that conduct should be in a manner that is professionally and financially sound, scrupulous, efficient and effective. While this is easier said than done, as proven by the findings of the HAP review, communities and partners in the DPM-LAF project may see that a person working for the project might not be maintaining the high standards of conduct that the project and CARE is trying to uphold. Thus, DPM-LAF is committed to provide the necessary avenue where concerns and complaints can be raised to correct and stop unacceptable behavior and practices. 3. How was the Complaint Mechanism (CM) developed To facilitate development of the Complaint Mechanism, a working group (WGCOM) was established composed of representatives from the PCDM, DCDM and CARE project staff in February The task and responsibility of the WGCOM is to take the lead in developing a Complaint Mechanism for the DPM-LAF Project that will be presented for comment and approval to all stakeholders, most especially the people from the villages. The working groups initial meeting was held on 18 February 2005 at DPM-LAF project office and included a review of the issues and complaints on the old DPAP project, review of the HANet Accountability Framework and an initial brainstorming to get recommendations regarding the mechanism. From the results of the first meeting, the WGCOM met again in March 25, 2005 and proceeded in further conceptualizing the complaints mechanism. This paper is a result of the two WGCOM meeting-workshops. It will be presented to a bigger workshop group composed of all government counterparts from the village, commune, district, province and NCDM and all CARE staff for further comments and suggestions. Upon approval by CARE and Government, the paper will be presented to communities for final input, comment and approval. Plans and a timetable will then be made to install the system. 4. Who does the policy apply to? This mechanism is applicable to all who work with the DPM-LAF project. This includes all permanent and temporary salaried staff; counterpart staff from Government, volunteers; partner organizations and suppliers of goods and services. This policy also applies to people from villages - who can make complains and/or raise their worries/concerns, dissatisfaction against CARE staff, counterpart staff, project suppliers and local authorities involved with the DPM-LAF project. 1

2 5. What can be complained Any person, household, group of persons or organization and project staff and counterparts can complain against CARE, the project, CARE staff, counterpart staff from Government and project suppliers if during the course of providing humanitarian assistance and during the whole project implementation period, any of the above mentioned individuals and organizations allegedly have failed to apply, enforce, or other wise implement agreed standards, plans and the HANet accountability principles. This complaint mechanism, however, will only cover concerns directly related to the DPM-LAF project. 6. Mechanisms for complains Complaints can be lodged using the following venues: Committees for Addressing Complaint (CAC) to be established at various levels of the project Complaints Box to be attached to the Village Information Board (VIB) provided in all villages Complaint telephone numbers (displayed clearly in VIB) to be assigned specifically to accept complaints 7. Complaint Addressing Committees Complaints committees will be established at three levels of the project. The following are the committees that will be established: For Villager complains Village Committee for Addressing Complaints (VCAC) Partnership level DPM-LAF Project Committee for Addressing Complaints (DPMCAC) Special Committee for Addressing Complaint of DPAP projects a special committee established to make recommendations on how to address old DPAP project complaints and issues Within CARE CARE National Staff Policy applies 7.1 Village Committee for Addressing Complaints (VCAC) VCAC members are elected by villagers themselves. The committee will have 6 members and its primary role is to hear, document, facilitate discussions and address complaints of villagers. The VCAC is composed of VDC representative 01 person elected by community Commune Council (counterpart) 01 person project counterpart Villager 02 persons (one is woman) elected by community CARE 01 person staff assigned in village DCDM 01 person appointed 7.2 Special Committee to Address DPAP complaints A Special Committee for Addressing Complaint (SCAC) will be established composed of 5 persons whose primary role is to address issues from the old DPAP project and provide recommendations on how to solve these. A DCAC will be established each in Kampong Trabaek and Preah Sdach. The DCAC is composed of Villager 01 person elected all villager representatives in the VCAC Commune Council (counterpart) 01 person (KT) Buntheun (PS) - Samnuon CARE 01 person (KT) - Sokhon (PS) Chheoun DCDM (team leader) 01 person (KT) Veasna / (PS) - Saem PCDM 01 person Hul Chamreoun All elected villager representatives from the VCAC will elect 1 among themselves who will sit in the DCAC 7.3 DPM-LAF Project Committee for Addressing Complaint (DPMCAC) Where any of project stakeholders (CARE staff, counterparts, contractors, suppliers, partner organizations and volunteers) have a complaint against the project, the DPMCAC is responsible to hear and address the complaint. The DPMCAC is composed of the following: DPM-LAF Project co-coordinator 01 person CARE SPO 01 person to elected by CARE staff PCDM NCDM (alternating) 01 person DCDM 01 person to elected by counterparts 2

3 8 Complaints and resolution process 8.1 For community (villager) All villagers/community members can complaint against CARE staff, counterpart(s) and other stakeholders of the project at any stage of project implementation Step 1: Complainant(s) writes his/her complaint using the project recommended format below. Complainant can also use his/her own format. As much as possible, the complaint should contain the following basic information: Name When did it happen? Village Where did it happen? contact number (if any) Who is involved? What happened? Other information / evidences? Step 2: Complainant can send their complaints directly to any VCAC member or they can drop their complaints in complaints boxes attached to Village Information Boards provided in each village. In case complainant cannot write, he/she can ask one of VCAC member to write and document the complaint for him/her. Where the complainant doubts the credibility of the VCAC, they can directly lodge their complaint to the DPMCAC. Complains can also be made via telephone. The project will identify phone numbers where people can call to complain. These numbers will be clearly written in complaints boxes that will be installed in all villages and at the project office. Step 3: VCAC shall appoint a member who will open the complaints box at least once a week, preferably every Monday, to see if there is a complaint by community members. Step 4: All complaints whether verbal or written should be filed and documented in an in-take book. The book will be kept by the VCAC and from time to time will be checked by the DPMCAC for documentation purposes or when necessary, support. Step 5: VCAC is required to meet and discuss the complaint and decide on the complaint not more one week after receipt. Step 6: In case the complaint needs further investigation, VCAC is given one week to investigate and concrete action on the complaint should be started immediately after investigation. Step 7: VCAC can decide to hand over the complaint to the DPMCAC if it deems assistance from higher level is needed. This may include non-acceptance of complainant on recommended solution of VCAC, problem involves a VCAC member or there is conflict of interest for VCAC members. Step 8: VCAC are required to report to the DPMCAC complaints and actions they facilitated every month. VCAC is also required to monitor compliance of agreements between complainant and concerned person. 8.2 DPMCAC At Partnership Level (counterpart staff and CARE staff) Step 1: Complainant, counterpart and/or CARE Staff, need to fill complaint form available at the DPM-LAF office. As much as possible, the complaint should contain the following basic information: Name Position / Designation contact number (if any) What happened? When did it happen? Where did it happen? Who is involved? Other information / evidences? Step 2: Complainant can submit complaint to any member of the DPMCAC or drop form in the complaint box that will be provided at the office. For village and commune counterparts, they can opt to send their complaint via other counterparts who have business at DPM-LAF office. Complains can also be made via telephone. The project will identify phone numbers where people can call to complain. These numbers will be clearly written in complaints boxes that will be installed in all villages and at the project office. Where complainant doubts the credibility of the DPMCAC, they can call the CARE Cambodia complaint (hotline) number at its Phnom Penh office to lodge their complaints. Step 3: DPMCAC designated person should open the complaints box at least once a week, preferably during Monday to see if complaints have been made. Step 4: DPMCAC member has to document complaint to the in-take book. Step 5: DPMCAC is required to meet to discuss the complaint and should act on the complaint one week after receipt. Step 6: In case a complaint is not clear and needs investigation, DPMCAC is given a week to gather further information. Step 7: After further investigation, DPMCAC should provide concrete action on the complaint within a week. 3

4 Step 8: DPMCAC will report to the DPM-LAF Project Field Management Committee its activities every month. Step 9: DPMCAC is also required to monitor compliance of agreements between complainant and concerned person. Support to VCAC The DPMCAC is also tasked to assist the VCAC in addressing village complaints when asked by the VCAC. Complaint Mechanism Process at Community Level Step 1: writing of complaint Step 2: Putting complaint in P.O Box or submit to VCAC Incase complainant can t write/fill complaint, he/she can ask member of VCAC to write/fill Step 3: VCAC open P.O Box to collect complaints Step 4: Register complaint In case complainant do not trust member of VCAC in writing/fill complaint, complainer can telephone to counterpart, CARE staff and/or DPM-LAF office to write/file complaint Step 5: Meeting of VCAC to check complaint s meaning Step 6: Find out more information, in case complaint not clear or not enough information Step 7: Meeting of VCAC to address complaint Step 8: Meeting of CCAC to address complaint Step 9: Meeting of DCAC to address complaint In case complainant not satisfied/accept solution provided by each committee, complainer can suggest ask higher level committee help Step 10: Meeting of PCAC to address complaint Step 11: Follow up the solution application

5 Complaint Mechanism Process at Project Level Step 1: Filling complaint Step 2: Putting complaint in DPM-LAF office P.O Box or submitting complaint to DPMCAC Step 3: DPMCAC open P.O Box to collect complaint Step 4: Registration of complaint Step 5: Meeting to check complaint meaning Step 6: Find out more information in case a complaint is not clear or has not enough information Step 7: Meeting to address complaint Step 8: Follow up the solution application