This document describes how KEMITRAAN will accept, record, investigate, respond and resolve complaints made about its performance/services.
We value highly any complaint, take seriously and will treat confidentially and properly to find any resolution to your complaint. We will do our best to resolve any issues and we will also learn from time-to-time to improve our standard of services and performance.
Kemitraan implements zero tolerance against fraud and corruption. As part of Kemitraan’s core values and governance, it is mandatory for all staff and participating organizations including vendors and grantees to commit to the prevention, deterrence and detection of bribery and corruption. Any fraud detected relating to project implementation is always followed up with zero tolerance.
Kemitraan comply with its social and environmental safeguarding policy. As part of Kemitraan’s core values and governance, it is mandatory for all staff and participating organizations including vendors and grantees to comply with Kemitraan’s social and environmental policy. Any non-compliance detected relating to project implementation is always followed up with swift action.
Kemitraan aims to provide all its stakeholders with the highest standards of services and compliance. If we and/or our implementing partners fail to provide this to you, we would appreciate it very much if you inform us so we can do our best to resolve any problems.
There are many ways you can make a complaint:
|Telephone||+62-21-2278-0580||Complaint Handling Officer||Complaint Officer|
|firstname.lastname@example.org||Complaint Handling Officer|
|Jl. Taman Margasatwa no.26 C, Ragunan, Pasar Minggu, Jakarta Selatan 12550||Complaint Handling Officer|
|Fax||62-21-2278-0580||Complaint Handling Officer|
|Social Media||Instagram: @kemitraan_ind|
Complaint Handling Officer is the person responsible for handling complaints. He will notify the relevant person/unit within Kemitraan or its implementing partners in order to find a solution or resolve the matter.
Your complaint will be investigated in the following way:
Please note that if you are not satisfied with our response, or if you do not wish to file the complaint as described above, you may at any time communicate directly to the Senior Management or Executive Director:
Kemitraan Bagi Pembaruan Tata Kelola Pemerintahan
Jl. Taman Margasatwa No. 26C, Ragunan