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Policy F3 · Risk & Accountability
Complaints & Grievance

Complaints & Grievance.

To handle complaints and grievances fairly and promptly, turning concerns into improvement.

All policies

Purpose

To handle complaints and grievances fairly and promptly, turning concerns into improvement.

Key commitments

  • Complaints can be made through accessible, publicised channels, with acknowledgement and a timeframe.
  • Complaints are investigated impartially and proportionately, and outcomes are communicated.
  • Serious or safeguarding-related complaints are escalated.
  • Staff and volunteer grievances follow a fair internal process consistent with the Labour Law.
  • Complaints data informs learning and risk management; records are retained.

This is a public summary of policy F3 — Complaints & Grievance, part of the Foundation’s board-adopted Policies & Compliance Framework. The full policy document is being finalised for legal verification and Board adoption, and is available on request. Statutory references are verified against the consolidated texts in the Official Gazette of the Republic of Kosovo at the date of adoption.

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