Understanding Feedback and Complaints about CARE
This information educates on CARE's expectations for behavior, how to report feedback and complaints, and the importance of respecting individuals. It emphasizes maintaining a safe and respectful environment, especially for vulnerable populations. CARE seeks to address any feedback or complaints seriously and responsibly.
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Feedback and Complaints about CARE
Introduction This information is to raise awareness about what behaviour you can expect from CARE people when we come to work in your community, and to let you know how to report feedback and complaints to CARE. The reasons for setting this up is because: If project participants and communities are not happy about what Care is doing in their community, you can complain or provide feedback on how CARE is doing its work with communities. If Care People are causing harm or showing behaviour that is not acceptable, you have a right to raise those issues. This is let you know that Care International is open to hearing any feedbacks or complaints you may have about CARE s work and CARE People. Care will take those seriously and will respond to those complaints and feedbacks that are put forward to us.
Who are CARE people? When we say CARE people we mean: field staff, office staff, drivers, security guards, partners, Contractors Visiting donors or consultants Anyone who travels to communities with CARE.
What you can expect from CARE people: One of CARE s key values is RESPECT. This value applies to all CARE people. Showing RESPECT means: Thinking about how our actions and words impact on others, and not doing or saying things that may be humiliating or intimidating for other people, or cause other people to feel unsafe or excluded; Using words and language that are positive and inclusive; Treating people equally and with dignity; Listening to and appreciating what people share with us. We do not do things that make others unsafe, or feel unsafe, especially children or people who are vulnerable. We are aware that working for CARE gives us power, and we do not use this power for our own benefit. We do not drink alcohol when we are staying in communities for CARE work. We do not engage in violence or conflict when we are staying in communities for CARE work.
Behaviour toward young people: It is against the law for any adult to have sex with someone under the age of 18. It is wrong for CARE People to have sex with anyone under the age of 18. Please report this if it happens in your community. It is wrong for CARE People to cause harm to anyone under the age of 18. This includes physical abuse, emotional abuse, verbal abuse and sexual abuse. Please report this, if this happens in your community. If you are worried that CARE s work is causing harm to people under 18 years old. Please report this.
Behaviour to do with sex Rape and sexual abuse are illegal in PNG. Sexual abuse means any actual or threatened physical intrusion of a sexual nature. It is wrong for CARE people to rape or sexually abuse anyone. Please report this if it happens in your community. It is wrong for CARE people to say or do sexual things to community members that cause offence, humiliation or intimidation. Please report this if it happens in your community. It is wrong for CARE people to use their position of power and trust to have sex with someone in the communities we work in. Please report this if it happens in your community. It is wrong for CARE people to swap money, employment, goods or services for sex. Please report this if it happens in your community. CARE does not allow sexual relationships between CARE People and community members. Please report this if it happens in your community.
Fraud and Corruption It is wrong for CARE people to request personal benefit or payment in return for our work It is wrong for CARE people to take payment or benefit in return for CARE resources It is wrong for CARE people to write false receipts or exaggerate expenses, in order to gain personal benefit. It is wrong for CARE people to favor their own friends and families, when allocating CARE resources and activities (nepotism).
Unintended harm done by our project: We don t want our project to cause harm to anyone in your community. Please report to us if: CARE s activities lead to any increase in family violence CARE s activities lead to any increase in community violence or other form of conflict. CARE s activities lead to harm or negative effect to anyone. You are welcome to also tell us your general concerns, suggestions and feedback about CARE activities in your community.
How do you report to us? If you have feedbacks and complaints to make, you can use the following contact means. 1: Talk to one of our CARE field staff. They will record your complaint, and give it to CARE Senior Management. 2: Write it on a piece of paper and drop it into the COMPLAINTS BOX that is set up in your community whenever we visit. CARE Management have the key to this box, and will open the box and read your complaint when the box is retuned to the CARE office. The field staff will not know what you have written. You can include your name and details (so that CARE Senior Management can contact you) OR you can remain anonymous. 3: Write to us. CARE Senior Management will receive the letter. 4: Phone or text us: CARE Senior Management will call you back during office hours. 5: Email us: feedback@careint.org: CARE Senior Management will reply to your email.
What will happen when you report to us? CARE Senior Management will receive your complaint or feedback. They will contact you to let you know how the complaint will be handled (if you provide your contact details). They will INVESTIGATE the complaint. They will take action to fix the issue. They may contact you again to let you know what action was taken. 1. 2. 3. 4. 5.
What will happen when you report to us? We will do our best to maintain your confidentiality. We will continue working with you and your community. Please don t be worried that CARE will stop working with people or communities who provide feedback or complaints. We want to hear from you if something isn t right.
