Grievance Mechanism
SNJD is committed to strengthening its accountability, improve transparency and Safeguarding of priority populations in the implementation of its interventions.
SNJD Grievance Handling Mechanism ensures that transparent, legitimate and trustworthy mechanisms are established at different levels to enable any affected stakeholders including Local Communities, members and beneficiaries to raise their complaints or grievances and get them addressed in a timely and consistent manner.
SNJD Grievance Mechanism
Social Network for Justice and Development is committed to working in an open and responsible way that builds trust and respect of all our stakeholders. SNJD is committed to high quality humanitarian and development programming and seek to work with communities and populations in the best way possible.
To ensure that the programs of SNJD are continuously improved, we want to hear what our stakeholders have to say whether in the form of a comment, a compliment or a complaint. Responding to complaints from stakeholders is basic to SNJD value on accountability.
SNJD therefore has established Grievance Mechanism to encourage feedback about its work from all its stakeholders. Where the feedback is a complaint about SNJD conduct, SNJD will respond in a timely and appropriate manner through established mechanisms.
Grievance Guidelines
Anybody who have been affected by SNJD Project and its personnels activities may file a grievance. Affected parties are any communities, groups or individuals who believe they are/may be adversely affected by SNJD’s activities.
Representatives may file the grievance on behalf of the Affected Party.
Anonymous grievance will be considered. However, the identity of the complainant must be stated to ensure direct dialogue during the grievance filing process.
Additionally, complainants can request confidentiality wherein their identity will not be revealed outside of the GRM team.
What is a Complaint?
- A concern about the behavior of staff
- The quality of program delivery
- Abuse of power manifested against those with less social power and how they are treated physically and or psychologically
- Staff members involved in corruption or abuse of one’s position for private gain, such as misusing the financial and other resources of the organization
- Sexual coercion and manipulation (including all types of sexual acts) by a person in a position of power providing any type of assistance in exchange for sexual acts
- Sexual harassment or unwelcome sexual advance, comment, expressed or implied sexual demand, touch, joke, gesture, or any other communication or conduct of a sexual nature, whether verbal, written or visual, by any person to another individual within the scope of work
What is not a Complaint?
- A general inquiry about SNJD work
- A request for information
- A contractual dispute
Complaints relating to internal staff employment conditions, guidelines and benefits are not dealt by this complaint mechanism but through the relevant Personnel regulations.
The SNJD Grievance Handling Mechanism is overseen by a CRM Team. Grievances can be submitted to any of the following means:
- In person (all levels)
- Through a trusted intermediary
- A complaints box (in CBO office, Cooperative Offices, PCT Center, SNJD Office, etc)
- Email: complaints@snjd.org.np
- Website: https://snjd.org.np/submit-complaint/
- Phone Call: 9843422374 (Focal Person); 9824997280 (Chairperson)
Please include the following information when filing the grievance:
- Complainant’s name and contact information.
- Complainant’s Address
- Contact Number (if available)
- Brief description of the incident or concern.
- Date and Place of Incident
- Name of the person you wish to lodge a complaint against (if known)
- Any other relevant information or documents.
- If confidentiality is requested, state reason.
- The grievance can be filed either in Nepali, any of the local languages, or English.
Step 1 Acknowledgement of Complaint Received
A written acknowledgement that a complaint has been received is drafted by the Focal Point Person, as recommended by the Complaints Handling Committee, and signed by the Representative will be provided within 2 Working Days.
Step 2 Deciding whether to investigate and or channeling as appropriate
The next step is for the Complaints Handling Committee to recommend to SNJD Representative whether to investigate the allegation. It means asking these questions:
- Is there a complaint?
- Does the complaint relate to a breach of Code of Conduct on Sexual Exploitation and Abuse of Power, or violation of any of the SNJD policies and guidelines?
- Is there sufficient information and evidence or is there a need to further investigate?
- At this point, is the allegation conclusive enough to take management action?
Answers to these questions by the Complaints Handling Committee or the relevant decision maker will determine whether an investigation is justified. If so, then investigation procedures should be put in place.
Step 3 Informing the Complainant about the Investigation Outcome
The outcome of the investigation will be communicated to the Complainant, where possible within 45 days after the acknowledgement of the complaint. In case for justifying reasons this timeline is not feasible, the complainant shall be immediately informed.
Step 4 Appeal Process
If the Complainant or the Subject of the Complaint is not satisfied on the resolution of the complaint, he/she may lodge an appeal within 30 days upon receipt of the decision. SNJD Representative and the Complaints Handling Committee will analyze the reasons given and any other new evidences to make a decision whether or not to conduct a new investigation.
The appeal will be considered only once.
