Complaints system

DanChurchAid (DCA), we aim to constantly improve the quality of our work. Therefore, we welcome complaints about our work in the countries in which we operate and in Denmark.

However, we ask that comments and complaints about our work be raised and discussed with the relevant staff and managers at DCA first, and as close to the activity as possible, so that the complaint system described here is considered a last resort.

If you are ready to submit a complaint please click here. If you need more information to ensure you are using the most appropriate reporting channel please read on below.

Who Can Use the Complaints System?

DCA Complaints System covers:

Individuals who perform work on behalf of DCA through partners, suppliers, or service contractors (including consultants)
Persons affected by DCA’s projects or persons supported by DCA
Any community member
DCA’s donors
DCA’s volunteers
DCA employees

DCA current or former employees who wish to report anonymously or who have information about serious violations, including reasonable grounds to believe they have information, should use DCA Whistleblower Scheme to report, as the latter is more suited to deal with those kinds of reports.

What Types of Complaints Should be Reported?

A complaint is a specific grievance of anyone who has been negatively affected by an organisation’s action or who believes that an organisation has failed to meet a stated commitment.

DCA Complaints System is for reporting operational complaints for current and former DCA employees. An operational complaint is typically a complaint about the quality of DCA’s work.

All external parties can submit sensitive complaints using DCA Complaints System apart from DCA employees. All external parties including persons supported by DCA, community members, partners, suppliers, service contractors (including consultants), DCA’s volunteers, and DCA’s donors can use DCA Complaints System to report complaints regarding DCA’s work in Denmark or projects and programmes globally, both those implemented directly by DCA and through DCA partners (operational complaints) and complaints about the behaviour of DCA employees or staff in partner organisations supported by DCA funding (sensitive complaints).

Examples of issues classified as non-sensitive or operational complaints:

Any positive or negative feedback related to the implementation of programme activities
Complaints about fundraising activities, advocacy or policy statements
DCA staff behaviour not classified as a sensitive complaintInsufficient quality and quantity in the implementation of programme activities
Partner dissatisfaction with contracts and general cooperation

A sensitive complaint should concern serious breaches of DCA’s code of conduct and related policies (including but not limited to DCA’s Anti-Corruption Policy, DCA’s Child Safeguarding Policy, DCA’s Prevention of Sexual Exploitation, Abuse and Harassment Policy).

Examples of issues classified as sensitive complaints:

Acts committed by the management and/or (local) boards that cannot be reported via the local management channels
Behaviour that compromises security or poses other risks to the programme activities or staff
Breaches of environmental regulations and laws on the prevention of the environmental pollution
Breaches of privacy and personal data protection laws
Bribery, corruption and facilitation payments
Conflict of interest or nepotism in recruitment or procurement processes
Discrimination, physical violence and threats
Fraud or Embezzlement
Gross misconduct by DCA and partners’ staff
Misuse of position or funding
Money laundering and terrorism financing
Sexual exploitation, abuse or harassment
Sponsorships, gifts or donations
Theft
Violation of human rights
Workplace harassment

Not all reports can be dealt with by DCA Complaints System, those that cannot, will be referred to the relevant channel with the complainant’s permission.

DCA Complaints System is only one of DCA’s reporting mechanisms. If the report is submitted by a DCA current or former employee and concerns incidents that threaten public interest or a sensitive complaint that is considered a serious violation as defined in DCA Whistleblower Scheme, the complaint will be referred to DCA Whistleblower Scheme with the complainant’s permission.

If you are uncertain whether something is within the scope of this policy, you should seek advice from the Head of Strategy and Quality Management (SQM) Unit or the Accountability and Complaints Advisor.

What Shouldn’t be Reported?

Issues not covered via DCA Complaints System include all internal employment conditions or incidents that pertain to breaches of DCA Internal Policies. The following is not an extensive list but rather examples:

Sick Leave
Maternity Leave
Dress Code
Smoking
Dissatisfaction with Management
Minor Staff Conflicts
Employment & Salary Grievances
Performance evaluations
Working conditions or areas

These issues are outside the scope of DCA Complaints System. These will not be handled within DCA Complaints System but should be addressed in a dialogue between employees and their immediate superior or the Human Resources (HR) department.

When to Report?

A complaint should ideally be filed as soon as the complainant becomes aware of the issue to maximize the effectiveness of any potential investigation. However, considering the barriers and difficulties in reporting, DCA is willing to accept complaints at any time.

Key Features

Accessibility: The system is open to anyone who wishes to report a concern, ensuring that all complaints are treated with fairness, confidentiality, and integrity.

Broad Scope: Covers a wide range of concerns, from programme implementation quality to ethical violations.

Protections: DCA protects complainants from any retaliation or penalties when they report concerns in good faith.

Confidentiality: All complaint-related information is handled with strict confidentiality to protect the complainant, affected persons, and any third parties involved.

Anonymity: DCA does not encourage complainants to raise complaints anonymously, as DCA Complaints System is safe and trustworthy and can ensure confidentiality. The complainant’s identity will not be disclosed without explicit consent. Moreover, it is difficult to investigate complaints if they are raised anonymously. If the complaint is raised by an anonymous complainant, DCA must be able to reach the complainant to ask for further details and documentation if needed. If the complainant sees no other option than to maintain anonymity, he/she can raise a case through a DCA employee who files the case in DCA Complaints System without revealing the name of the complainant.

False Accusations: It is prohibited to deliberately submit false or misleading information via DCA Complaints System and to make deliberate misuse of the system. A malicious complaint is a complaint or accusation deliberately made on false grounds with the aim to cause harm to another individual or organisation, or in any other way motivated by wanting to promote personal goals and agenda. Disciplinary action will be taken against any employee of DCA and DCA’s partners if they are found to have used DCA Complaints System to submit a malicious complaint.

How to Report?

1) Prepare your Information:

Before submitting a complaint, take the time to gather and organize the information you have. The more detail you can provide, the more effectively we can investigate the issue. Consider including:

Specific details about the incident, such as dates, locations and the individuals involved.
Any supporting evidence you may have, like documents, emails, or photographs.
A clear description of the concern and why you believe it is a violation of DCA’s policies.

2) Access the Reporting Portal:

When you are ready to report, access our secure Complaints System Reporting Portal by clicking the link provided on this page. The portal is managed by an external vendor to ensure the highest level of confidentiality and security for your report.

3) Complete the Reporting Form:

In the portal, you will be guided through a form where you can detail your concerns. The form will ask for:

Your identity: Submitting your report with your identity will make it easier for us to follow up for additional information. Please, avoid including sensitive personal data in your complaint if not necessary. Sensitive personal data is defined as data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a natural person’s sex life or sexual orientation.
The details of your report: Provide a comprehensive description of the case, including all relevant information and evidence you have gathered (if any).

4) Submit your Report/Complaint:

After you have completed the form and reviewed your information, submit your report through the portal. You will receive a confirmation that your report/complaint has been successfully submitted.

5) What Happens Next?

Once your report is submitted:

Acknowledgment: You will receive a confirmation, and your report/complaint will be reviewed by DCA’s Accountability and Complaints Advisor.
Assessment: DCA’s Accountability and Complaints Advisor will assess whether the report falls within the scope of DCA Complaints system and determine the appropriate next steps.
Investigation: If your report is within the scope of the System, a thorough and impartial investigation will be conducted. You may be contacted for additional information if necessary.
Outcome: After the investigation, you will be informed of the outcome and any actions taken, depending on the confidentiality level of the case.

If you need help submitting your report/complaint or have any questions about the process, you can contact DCA’s Accountability and Complaints Advisor at bachi@dca.dk. We are here to support you and ensure your report is handled with the utmost care and confidentiality.

By following these steps, you can help us maintain the integrity and accountability of our work, ensuring that DCA continues to operate in line with our core values.

Submit a Complaint

If you are ready to share an operational complaint, a sensitive complaint or have witnessed wrongdoing within DCA, our Complaints System is here to provide a safe and confidential way for you to do so.

Please click the button below or scan the QR code, which will take you to the reporting form.

By submitting a complaint, you agree that the complaint will be handled according to the process in DanChurchAid Complaints System.

Submit a complaint