Complaints against members
Complaints to HAP
As more agencies become HAP certified, it is likely that HAP will receive complaints from members of the public about member agencies. When such a situation arises it will be dealt with in accordance to HAP's Complaints Against Members Procedure.
Types of complaints
HAP will receive complaints against agencies concerning allegations of failure to apply, enforce, or otherwise implement, HAP accountability principles and/or the concerned agency’s own accountability framework.
Our role in resolving complaints
HAP will investigate a complaint if it is asked to do so by the agency concerned. Otherwise, the HAP Secretariat will forward a complaint to the agency and the HAP Standing Complaints Committee will monitor the agency's response. If the agency’s response is unsatisfactory, the Committee may take further action against the member.
"If you are just very transparent to them [the community] and give them a clear picture about what the project does and what is going on then they will just accept and be grateful...If you just tell them the truth and what you have at that time in hand. If what you have is little just put in front of them, tell them "I have just this much of things and I need only five people [to be chosen for the beneficiary list] so you select your own people."
Anna-Maria Aliaro lives in Korr, North Kenya, where Tearfund ran a programme from June 2006 to October 2007 in response to the drought.
