Procedure for Handling Sensitive Inquiries and Providing Feedback
Caritas Ukraine ensures and guarantees the opportunity for all people to express their feedback and opinions regarding the network’s work, including reporting any identified shortcomings, difficulties, concerns, or violations of the Safeguarding system policies, and uses appropriate safe, accessible, and confidential channels for this purpose.
Sensitive appeals are messages that contain remarks related to the Safeguarding system, including suspicions or evidence of violations.
The right to submit sensitive appeals belongs to all people affected by Caritas Ukraine’s activities. These include people in need, their family members and relatives, employees, volunteers, partners, and contractors. Furthermore, anyone who witnesses or becomes a victim of a Safeguarding system violation, as well as those who have been informed about such an incident, must report it as soon as possible (within 24 hours) through the feedback channels:
- by email feedback@caritas.ua;
- via the online form on the website https://caritas.ua/sos/
- by calling the hotline 0800 336 734 (the hotline operates Mon-Fri 09:30-16:00);
- in person to the person responsible for implementing the Safeguarding system.
Sensitive appeals are processed in accordance with the Procedure for Handling Sensitive Appeals and Providing Feedback. This document defines:
- general provisions, scope, and key terms;
- the right and obligation to submit sensitive appeals;
- official feedback channels;
- types of sensitive appeals
- the procedure for handling sensitive appeals at all stages:
- receipt, registration, and initial processing;
- establishment of a commission for handling sensitive appeals;
- initial verification, appeal assessment, and agreement on a course of action;
- appointment of a specialist-analyst for research and information gathering;
- investigation process;
- review of investigation results and decision-making;
- notification of parties about the results;
- appeals (if necessary);
- duties of the complaints handling specialist;
- provisions on victim support, information protection and confidentiality, responsibility;
- final provisions.
Investigation Procedure – page under development
Diversity, Equity, and Inclusion Policy – page under development
