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IRC External Complaints Policy

IRC's External Complaints Policy has been put in place to ensure that all our external stakeholders, donors and partners globally have a clear and accessible means to make a formal complaint about IRC and have it dealt with. This policy (see full document) provides a single source of information on IRC's external complaints policy and procedures.

Name of Complainant
Description of the complaints being made
Date incident took place
Location, time
Contact details of any witnesses
For multiple files, please zip

Definition of a complaint

In the context of this policy, a complaint is an external grievance made against IRC or any of its employees or associated consultants where the organization has allegedly made mistakes, acted wrongfully, breached the codes to which IRC subscribes or failed to meet a commitment. Such a commitment might be related to IRC's activities, our use of resources, our mission and values, staff conduct / behaviour or a legal requirement.

Procedures for making a complaint

It is hoped that most complaints or concerns about IRC's work or behaviour can and will be dealt with informally by staff. However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.

How to make a complaint

All formal complaints should be made in writing either directly by the individual or organisation making the complaint or via someone acting on their behalf. An online complaints form can be filled out below.

Confidentiality

All complaints will be handled on a confidential basis. IRC will not respond to complaints made anonymously.

What happens after a complaint is made?

IRC will aim to resolve complaints within 15 working days of receipt.

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