Purpose
At International Volunteer HQ (IVHQ), we are committed to providing a safe, respectful, and impactful experience for all our volunteers. We understand, however, that there may be instances where volunteers feel dissatisfied with their experience or have concerns that require attention. This policy outlines the procedure for raising and handling complaints to ensure they are addressed promptly and fairly.
Scope
This policy applies to all volunteers, staff, and partner organizations involved with IVHQ. It covers complaints related to our programs, staff conduct, local teams, and other aspects related to volunteer experiences.
How to Make a Complaint
- Initial Complaint:
- Once a volunteer has begun their program, volunteers who wish to raise a complaint should address their concerns as soon as they arise by speaking directly with the local project coordinator or local team member involved, before contacting IVHQ directly.
- If the issue is not resolved satisfactorily at this level, or if the volunteer feels uncomfortable discussing the matter locally, they should escalate the complaint to their IVHQ Program Manager.
Please note that all complaints need to be received directly from the volunteer while on program to allow the local team and IVHQ the opportunity to address the complaint. IVHQ is not able to discuss complaints with third parties (unless the participant is a minor aged 16 or 17, or a student has given permission to a university representative) and cannot accept complaints on behalf of another volunteer.
- Formal Complaint:
- Volunteers should submit their complaint in writing via email to their IVHQ Program Manager.
- The complaint should include:
- A detailed description of the issue
- The names of individuals involved
- The dates, times and locations the incident occurred
- Desired resolution or outcome
- Any supporting documents or evidence
Complaint Handling Process
- Acknowledgment:
- Upon receiving a complaint, the IVHQ Program Manager will send an acknowledgment and reply within 3 business days.
- Assessment and Investigation:
- The Program Manager will review the complaint and may contact the complainant for further information.
- An initial assessment will determine whether the complaint should be dealt with through a more formal investigation.
- Resolution:
- IVHQ aims to resolve complaints within 20 working days of receipt. If the complaint is complex and requires more time, we will inform the complainant of the new timeline and next steps.
- Escalation:
- If the complainant is not satisfied with the resolution, they can request an escalation to a Team Leader or IVHQ’s Head of Programs. The complaint will then be reviewed by senior management for further investigation and potential action.
- The senior management team will provide a final response within 10 working days of the escalation request.
Confidentiality
All complaints received will be handled with confidentiality and respect for the privacy of all individuals involved.
Review and Monitoring
This policy will be reviewed annually to ensure its effectiveness and relevance to the organization’s operations and goals.
Contact Information
For any queries regarding this policy or the complaints process, please contact the IVHQ Head of Programs at claire@volunteerhq.org.
This policy is designed to ensure clarity and fairness in handling complaints, emphasizing the importance of volunteers’ feedback for continuous improvement.
