Public Tender nb.7000004350 - Establishing a Feedback and Complaint Mechanism, C4WL Project - PN: G-011957-001

Feedback and complaints mechanism (FCM)

The contractor will establish a feedback and complaints mechanism dedicated to the C4WL project including a confidential phone line, spot checks, and, where feasible, complaints boxes.

The contractor will set up a confidential phone line dedicated to the project that can be reached by beneficiaries between 9am and 5pm on working days and will follow up on phone calls received outside of office hours on the following day. The contractor´s staff dedicated to the hotline will use a Complaints Follow-up Sheet (CFS) in order to document the feedback and complaints received via the hotline.

The contractor will raise awareness for the availability of the hotline through the GIZ-organised information sessions at the beginning of CfW rotations; through the provision of leaflets to the CfWers; and through posters in the training venues.

To record feedback and complaints, the contractor will use appropriate software (i.e. KOBO) and respond in line with the developed CRM (adapted to the project), where complaints are registered and followed up upon according to a scale of 5 levels:

• Level 1: Request for information or thanking note (e.g. enquiries about project methodology, times, location of project activities or information request regarding future projects)
• Level 2: Request for assistance (e.g. request to be included as beneficiary)
• Level 3: Minor complaint regarding the activities (suggestions or complaints about organisation of activity; error in the amount of assistance received; delays in the reception of payment)
• Level 4: Major complaint regarding the activities (doubts about the selection and criteria; doubts about the exclusion from the beneficiary list)
• Level 5: Major complaint regarding inappropriate behavior/abuses from a staff, a partner, contractor or local authorities involved in the project (alleged misbehavior, alleged sexual exploitation and abuse, alleged child ill-treatment, alleged misappropriation or theft of resources, alleged falsification of data/documents, alleged bribery, alleged product substitution)

The contractor will follow up on level 1 and 2 complaints on the spot, providing feedback to the beneficiary immediately.

The contractor document level 3, 4 and 5 complaints and made accessible to the responsible persons in C4WL for their follow-up.

C4WL will be responsible for the investigation, follow up and closure of level 3-5 complaints and will ensure that the contractor is informed on the follow-up status of all complaints,

The contractor will report all feedback and complaints received to C4WL as part of a monthly progress report.

As such, the mechanism will act as a closed loop, whereby all complaints are kept confidential and referred to the relevant C4WL focal point.

Once a complaint is solved, the contractor ensures that personal data of the complainant is deleted. Latest after 6 month all personal shall be deleted.

Assignment of Personnel

Short-term expert pool 1: Up to 40 expert days in Lebanon

Short-term expert pool 2: Up to 14 months (Monthly Retainer fees for the Expert availability to receive and monitor feedback cases)

Workshop

The contractor implements the following workshops/study trips/training courses:

• Kick-off workshop
• Mid-term workshop