A complaint is information K-HAKI can use to correct harm, improve practice or explain a decision. It should be possible to complain without knowing internal titles or procedures.
What you can raise
Concerns may involve staff or volunteer conduct, discrimination, safeguarding, misuse of information, financial or material misuse, a programme experience, a conflict of interest, an inaccessible service or an inaccurate public statement.
What to include
Describe what happened, when it happened, who or what part of K-HAKI was involved, what response you need and the safest way to contact you. Share only evidence that is safe and necessary. You may begin without attaching documents.
How the review should work
- K-HAKI acknowledges the concern and checks immediate safety or confidentiality needs.
- The complaint is assigned away from any person directly implicated.
- The reviewer clarifies the issue, relevant records and a proportionate response route.
- The complainant receives an update or outcome where lawful and safe.
- Corrective action and learning are recorded without exposing unrelated personal information.
Anonymous concerns
K-HAKI may consider anonymous information, but lack of a safe contact route can limit clarification and feedback. The organisation should not dismiss a credible safety concern only because the sender withheld a name.
No retaliation
No person should lose access to a programme, opportunity or referral because they raised a concern in good faith. Deliberately false information may be addressed fairly, but uncertainty is not the same as bad faith.
Emergency and external options
K-HAKI is not an emergency service and cannot replace police, health, child-protection or specialist legal services. A complainant may also use an appropriate external institution; raising a concern internally should not remove that option.