Complaint Policy and Procedure
INTRODUCTION:
Baraza Media Lab is committed to handling complaints, originating both internally and
externally, in a clearly defined, effective and expeditious manner. This policy applies to
our members, guests/customers as well as staff.
GUIDING PRINCIPLES OF EFFECTIVE COMPLAINT:
Baraza lab will handle complaints in accordance with the following principles:
Fairness: recognizes the need to deal with all complaints in an impartial manner. No decision and subsequent action will be taken until a full investigation is complete. The respondents/subjects of complaint have a right to know all the allegations made against them and be given the opportunity to fully respond.
Confidentiality: Complainant’s identity will be actively protected from disclosure unless the complainant expressly consents to its disclosure. Baraza Media Lab will keep in confidence all information provided to it in the course of the complaints review,
including, but not limited to: documents, reports, or other detailed information, unless the complainant agrees to their release or where it is necessary to do so in order to investigate the complaint. Confidentiality here does not mean keeping information
secret. It means sharing the information only on ‘‘need to know basis’’.
Accountability: all Baraza Media Lab employees shall be responsible and accountable for effective complaints handling. Continual improvement/ Review and auditing order to ensure the continued suitability, adequacy and effectiveness of the Complaints.
● What can be logged in as a complaint? Any matter related to acts of bribery, sexual harassment, corruption and theft/ embezzlement.
● How should the complaint be logged in order to be taken action on: As a guest of Baraza, the public or our member, you can log your complaint by sending an email with the subject being the nature of the allegation (e.g corruption) detailing the transgression to complaint@barazalab.com. This email address is shared ONLY to a select of Baraza Media Lab partners who will act as the initial arbitrators. Their main role is to further investigate the gravity and authenticity of the allegations before escalating it for disciplinary action against the accused. The arbitrators will handle the complaint with the utmost confidentiality not unless
advised otherwise by the complainant.
● How is the complaint escalated? The arbitrators will escalate the complaint after initial investigations and authentication
are complete if they both corroborate that misconduct has occurred. The escalation is made to Baraza’s Media Lab Board and or management.
● What are the next steps after finalizing the compliant protocol?
The entire process should be complete in 5 working days or less depending on the gravity of the contravention.
Procedures:
How can a complaint be made?
Where a complaint is about a particular service or employee conduct, you may wish to address your complaint to an appropriate member of the department/sector, orally, or in writing. Where possible, complaints should be made in writing so that the details of the complaint are clear and complete. Complaints may be lodged by:
∙Telephone
∙In person
∙Electronic complaints system Email Complaints must include the name, address and contact number of the complainant and a brief description of the issue. Any members of staff can receive a complaint and must follow the procedures set out in this policy to record and action/refer the complaint.
What information is required when making a complaint?
When making a complaint, please provide the following information:
• Your name, position and contact details
• Your relationship with Baraza Media Lab (i.e. the nature of your engagement with Baraza Media Lab)
• The nature of the complaint• Details of the Baraza Lab employee involved (if applicable) complaint@barazalab.com. Once a complaint has been received, we will undertake an initial review of the complaint. We will endeavor to resolve complaints within four weeks of receiving the complaint, but this will not be possible for every situation. Where the process exceeds four weeks, we will contact you to inform you of the reasons for the delay, and indicate to you when we expect to be in a position to complete our review of the complaints. Your rights during the complaint process You have the right to enquire as to the status of your complaint by contacting the employee who has been identified to you as handling your complaint. Response to a complaint once we have reviewed your complaint, we will provide you with a response (Written or verbal).
The following are the steps followed from reception to conclusion:
1. Recording of the Complaint: recorded in database for tracking purposes (which is kept confidential)
2. Acknowledgement of the Complaint: Our aim is to resolve complaints immediately, wherever possible. Although more complex issues may not be resolved on-the-spot, the complainant’s to be made aware that their matter is under investigation.
3. Reviewing of complaint: Determine if the complaint falls within the given scope outlined above if it does the following shall procedure will follow:
A team of not less than two staff knowledgeable in the are/scope of complaint is formed to investigate the allegations made. (Gather sufficient detail about the complaint in order to properly investigate and respond, e.g. complaints logs or service information; consult with others where appropriate, e.g. suppliers, beneficiaries, staff, etc; communicate clearly and professionally with the complainant, verbally and/or in writing; retain a file on the complaint including dates, actions taken and outcomes and advise HR department; keep the HR representative informed (including dates and outcomes) so the Complaints Register can be updated.
4. Providing feedback e.g. Further action/ Appeal within 14 days of receiving the decision /response, the complainant, if not satisfied, has a right to (once only) appeal. The appeal should be addressed to. complaints@barazalab.com