Dissatisfactions & complaints

ENSURING TRANSPARENCY AND ACCOUNTABILITY

Caritas Jordan is guided by the values expressed in the Code of Conduct of the International Confederation, and maintains a Code of Conduct to strengthen corporate ethics by all its members in the exercise of their activity.

We recognize that sometimes our values and commitments might not be upheld to the expected standards. If this is the case, you can file a complaint in order to report breaches of the Code of Ethics or the Code of Conduct.

We strive to be an accountable organization and value any feedback we receive from you. If you have any concerns, criticism, suggestions or observations about the behavior of our staff or the impact of our work, please contact our Quality Assurance Unit:

Email: comments@caritasjordan.org.jo

Mobile: 0770431918, WhatsApp or voice message only.

All complaints will be dealt with the strictest confidentiality.

We will address all complaints in a fair, equitable and unbiased manner. We will use all of the evidence submitted to try to correct negative issues and improve the quality of our work.

o   WHO CAN MAKE A COMPLAINT?

Anyone who is negatively impacted by activities carried out by the Caritas Jordan, its staff or associates.

Complaints concerning staff, interns, volunteers, governance, associates or suppliers of our member organization should be contact directly with the concerned member organization.

o   BY WHOM WILL MY COMPLAINT BE TREATED?

Your complaint will be received by the Caritas Jordan Complaints Handling Officer (CHO). The CHO is appointed by the Senior Management Team of Caritas Jordan and all staff are aware of the appointment. The CHO will treat your complaint with surreptitious.

o   WHAT WILL HAPPEN AFTER I FILE MY COMPLAINT?

All complaints will be handled in full confidentiality. Caritas Jordan will make every reasonable effort to investigate all the relevant circumstances surrounding your complaint. The level of investigation will be determined by the seriousness and frequency of the complaint.

Regardless of the manner in which you submit your complaint, only one person from the Quality Assurance Unit will open it. This person bound to secrecy and will only disclose information about the complaint to the relevant person in charge to take action, if required.

We will record all complaints without detailed personal data into an internal electronic Caritas Jordan registration system. This system will have a restricted staff access, will be used to record and track the receipt of complaints and the actions and outcomes resulting from complaints.

o   HOW LONG WILL IT TAKE BEFORE I GET A RESPONSE?

You will receive notice of receipt of your complaint in the same minute if you use E-mail or WhatsApp, verbal complaints immediately, we will reply to you within a week.

Caritas Jordan aim to find solutions as quickly as possible.