In the Socio-Economic Justice Initiative – MAAN

Introduction:

As we are experiencing one of the most severe humanitarian crises in Lebanon, the presence of an effective complaints system becomes crucial to ensure justice and transparency in relief work. The Socio-Economic Justice Initiative – MAAN believes that this system forms the fundamental pillar that connects beneficiaries with humanitarian organizations, as it allows
beneficiaries to express their concerns and file complaints, thereby enhancing trust in these organizations and ensuring that aid is provided fairly and equitably.

The complaints system provides a platform for individuals to report any discrimination or lack of fairness in the aid distribution, helping to improve performance and ensure accountability. Its role is not limited to revealing negative aspects only, but it also serves as an essential tool for providing constructive feedback that contributes to improving the quality of services.

One of the main objectives of the complaints system is to ensure protection and safety, as it provides the opportunity to report any incidents of harassment or assault, thereby enhancing the protection of the rights of both beneficiaries and workers. Through this system, everyone feels safe and confident in the presence of a mechanism that guarantees their rights and protects them.

In addition, the complaints system contributes to enhancing mutual trust between organizations and beneficiaries. The transparency and accountability provided by the system give beneficiaries a sense of participation in decision-making, which enhances the credibility of organizations and increases community support for them. The system serves as a tool for early detection of problems before they escalate, allowing for quick and effective measures to mitigate their negative impact. This helps maintain the continuity of relief operations and ensures the effective and sustainable delivery of aid.

The complaints system can be considered an indispensable tool in Relief work, as it contributes to achieving justice and transparency, improving the quality of services, and protecting everyone’s rights, thereby enhancing the overall efficiency and effectiveness of humanitarian efforts.

Why the Socio- Economic Justice Initiative:

The mission of MAAN is fundamentally based on activating the citizen’s participation in achieving social accountability, a sense of public ownership as guaranteed by the constitution, and building a strategy to attain the right to social protection. Therefore, accountability is one of the core pillars that MAAN works on in all its programs. The close connection between humanitarian work and economic and social rights makes this intervention more closely aligned with MAAN identity and working approach. Informing citizens about their rights and assisting them in defending them.

The other aspect that distinguishes MAAN is that it has not participated in any relief and humanitarian work, and thus it is not among the stakeholders in relief-oriented initiatives, nor do any of these criteria apply to it in any way. Therefore, MAAN can be a trusted intermediary between citizens and workers in the relief sector, aimed at correcting any errors or misconceptions.

Most importantly, MAAN is associated with a network of individuals spread across Lebanon who are closely tied to both public people and the displaced community, which will enable us to spread a culture of accountability more widely and comprehensively, reflecting an awareness of protection from exploitation in all its forms.

Methodology:

The methodology followed by MAAN is based on several key stages to ensure effective and transparent handling of complaints submitted by beneficiaries. This methodology begins with a comprehensive review of the policies in place, followed by the development of detailed procedures that clarify the steps to be followed at each stage of dealing with complaints, including the procedures for submitting and handling complaints.

The next stage involves community education through awareness campaigns aimed at educating beneficiaries about their rights and how to submit complaints, as well as involving them in the design and implementation of the complaints mechanism to ensure it meets their needs and expectations.

MAAN also ensures the provision of multiple channels for submitting complaints, such as phone, email, dedicated boxes, and face-to-face meetings, making sure that these channels are easily accessible to all groups, including vulnerable and marginalized groups.

To ensure the effectiveness and responsiveness of the system, periodic evaluations are conducted to identify the strengths and weaknesses of the complaints mechanism, using the results of these evaluations to continuously improve the system. Finally, the organization is committed to ensuring the confidentiality of complaint-related information to protect the privacy of complainants and providing mechanisms to protect them from any negative consequences arising from their complaints.

This comprehensive methodology contributes to enhancing the quality of humanitarian services provided and achieving justice for beneficiaries, building trust and transparency between the organization and beneficiaries.

1. Review of Policies and Clear Procedures
   In the context of the methodology followed by MAAN, the process begins with a comprehensive review of policies and procedures to ensure effective and transparent handling of complaints from beneficiaries. Policies are clearly defined to ensure there is a comprehensive and understandable guide on how to submit and handle complaints. These policies include specifying the rights and responsibilities of beneficiaries and workers, enhancing the clarity of the steps to be followed at each stage of handling complaints.
   Detailed procedures are developed to clarify the steps that must be followed from the moment a complaint is received, through the process of registration and analysis, to making appropriate decisions and following up on their implementation. These procedures aim to provide an integrated system to resolve complaints quickly and effectively, reflecting the organization’s commitment to achieving justice and transparency in dealing with beneficiaries.
   By adopting these clear and detailed policies and procedures, MAAN aims to build beneficiaries’ trust in the system, ensuring that the process of handling complaints is transparent and fair, which in turn improves service quality and increases beneficiaries’ satisfaction.
   • Defining Policies: Establishing clear policies related to how complaints are submitted and handled.Detailed Procedures: Developing detailed procedures that clarify the steps to be followed at each stage of handling complaints.
2. Community Awareness
   
   • Education and Awareness: Organizing awareness campaigns to educate beneficiaries about their rights and how to submit complaints.
   • Community Involvement: Involving the community in the design and implementation of the complaints mechanism to ensure it aligns with their needs and expectations.
3. Providing Multiple Channels for Submitting Complaints
   
   • Multiple Channels: Providing various channels for submitting complaints, such as phone, email, dedicated boxes, and in person meetings.
   • Easy Access: Ensuring these channels are accessible to all groups, including vulnerable and marginalized populations.
   
   Below follows the mechanism for handling complaints:
4. System Evaluation and Improvement
   
   • Periodic Evaluation: Conducting regular assessments of the complaints system to identify strengths and weaknesses.
   • Continuous Improvement: Using the results of evaluations to improve the system, making it more effective and responsive to beneficiaries’ needs.
5. Ensuring Confidentiality and Safety
   
   • Confidentiality: Ensuring the confidentiality of complaint-related information to protect the privacy of complainants.
   • Do No Harm Principle: Providing mechanisms to ensure that complainants are not harmed.

These methodologies contribute to ensuring that an effective and trustworthy complaints system is in place to handle complaints impartially and transparently, enhancing the quality of humanitarian services provided and ensuring justice for beneficiaries.

Complaint Handling Process

• Filing a Complaint
  (MAAN will provide all the necessary means to ensure complaints are received without delay, through available channels such as online forms, text and voice messages, emails, or in-person interviews.)
• Receiving the Complaint by the Complaint Team
  The team verifies the complaint against three criteria: 1) Sufficiency of information, 2) Identification of the complainant, 3) Identification of the accused party, 4) Obtaining the complainant’s informed consent to disclose their name and related information, and informing the complainant about the receipt of the complaint and the name of the person responsible for reviewing it.
  In case of insufficient information, the complainant is contacted to gather the necessary data and inform them of their rights and next steps, as well as clarifying their expectations for the outcome.
  
• Review of the Complaint by the Technical Team

1. The technical team reviews the complaint, and if all elements are complete, they request the complaint team to contact the complaints office in the accused organization.
2. If the complaint is incomplete, the complainant is notified through a written letter outlining the reasons, and they are given the right to appeal to the MAAN complaints board within ten days from the notification of the rejection.

Acceptance of the Complaint by MAAN, an urgent meeting with the complaints office in the accused organization is requested to present the complaint’s subject and the complainant’s expectations for the investigation.

1. The complaint is then presented to the complaints board in the accused organization for discussion.
2. The meeting should establish the following: acceptance of the complaint, steps to be taken, the investigation path, and decision-making procedures.
3. If the complaint is accepted and a logical methodology is established for investigation and resolution, the complainant is informed of the steps. If the organization rejects the complaint, the MAAN complaints board is informed to take appropriate actions, which may include publishing the result and the response procedure.

• Review and Outcome
  At the end of the agreed time frame, if the organization or official management has not reported the outcome, the complaint team reviews the organization’s complaints office and examines the results of the investigations and decisions made.
  The complainant is informed of the investigation results and decisions. If the complainant is satisfied with the results, the file is closed.
  If the complainant is dissatisfied with the outcome, the file is referred to the complaints board for further action.
• The Appeal
  MAAN considers the appeal of decisions issued by the complaints office in the accused organization, provided there is an established mechanism within its internal system.
  The complaints board at MAAN decides whether to appeal based on the complainant’s approval, with a letter sent to the highest complaints authority in the accused organization, for the following reasons:

1. Lack of fairness in the decisions made by the accused organization
2. Lack of transparency in the investigations

Types of Violations Eligible for Complaints:

1. Inequality and Injustice in Aid Distribution:
   
   • Unfair distribution of aid
   • Racial discrimination
   • Mismanagement of food and supplies
   • Political, social, and economic exploitation
2. Lack of Safety and Protection:
   
   • Sexual harassment, assault, or bullying
   • Unauthorized or degrading photography.
   • Security threats in work areas.
   • Inadequate protection for beneficiaries.
3. Lack of Transparency and Accountability:
   
   • Lack of clarity in the criteria used to provide aid.
   • Absence of effective complaint mechanisms and follow-up.
   • Corruption or financial mismanagement.
4. Lack of Service Quality:
   
   • Poor quality of services provided.
   • Unresponsiveness of service providers to the needs of beneficiaries.
   • Insufficient resources to meet basic needs.
5. Lack of Communication and Information Delivery:
   
   • Insufficient provision of necessary information to beneficiaries.
   • Lack of clarity regarding procedures and criteria.
   • Absence of effective communication channels between service providers and beneficiaries.
6. Misconduct or Behavior of Staff and Workers:
   
   • Poor treatment of service recipients by staff and volunteers.
   • Lack of necessary training for workers.
   • Inadequate provision of a safe and healthy work environment.