Complaints Procedure

Introduction

At The Vismada Foundation, we are dedicated to transparency, accountability, and continuous improvement in all aspects of our operations. To ensure that our stakeholders have a clear and accessible means of addressing concerns, we have established a comprehensive Complaints Procedure. This procedure outlines the steps individuals or entities can take when they wish to raise complaints or express dissatisfaction with any aspect of our organization.

Scope of the Complaints Procedure

This Complaints Procedure covers a wide range of issues, including but not limited to:

1. Quality of Services: Any concerns related to the quality of services provided by The Vismada Foundation.
2. Conduct of Staff: Complaints regarding the behavior or actions of our staff members.
3. Transparency and Accountability: Issues related to our transparency, reporting practices, or accountability.
4. Project Implementation: Concerns about the execution or management of specific projects initiated by The Vismada Foundation.
5. General Dissatisfaction: Any other matters contributing to general dissatisfaction with The Vismada Foundation.

Submission of Complaints

Individuals or entities with a complaint are encouraged to submit their concerns in writing through one of the following channels:

Email: complaints@Vismada.eco

All complaints must include the following details:

• Complainant’s name and contact information.
• A detailed description of the complaint, including relevant dates and individuals involved.
• Any supporting documents or evidence.

Acknowledgment of Complaints

Upon receipt of a complaint, The Vismada Foundation will promptly acknowledge its receipt, typically within five business days. The acknowledgment will include the name of the person handling the complaint and an estimated timeframe for resolution.

Investigation and Resolution

The Vismada Foundation is committed to conducting fair and impartial investigations into all complaints. Our dedicated Complaints Handling Team will thoroughly review the details provided and may request additional information if necessary. The investigation will be conducted within a reasonable timeframe, and the complainant will be kept informed of the progress.

Once the investigation is complete, The Vismada Foundation will provide the complainant with a written response. This response will outline the findings of the investigation, any actions taken, and any steps recommended to prevent similar issues in the future.

Escalation of Complaints

If the complainant is dissatisfied with the resolution provided by The Vismada Foundation, they have the option to escalate the matter. The complaint can be escalated to a higher level within the organization for further review.

Monitoring and Continuous Improvement

The Vismada Foundation is committed to monitoring trends and patterns identified through the complaints received. This data will be used to identify areas for improvement and implement necessary changes to prevent recurring issues.

Confidentiality

All complaints and related information will be treated with the utmost confidentiality. Only individuals involved in the resolution process will have access to the details of the complaint.

Review and Updates

This Complaints Procedure will be periodically reviewed to ensure its effectiveness. Any necessary updates or improvements will be made to better serve our stakeholders.

Conclusion

The Vismada Foundation values feedback and sees complaints as an opportunity for growth and enhancement. We are dedicated to resolving concerns promptly, fairly, and transparently. Thank you for your trust and collaboration as we strive to improve our organization continuously.