WARDC Procedure for Complaints

1. Introduction

Women Advocates Research and Documentation Centre (WARDC) is committed to promoting human rights, gender equality, accountability, and social justice. As part of this commitment, WARDC ensures that all individuals, beneficiaries, partners, donors, staff, volunteers, and members of the public have the right to raise concerns or complaints about any aspect of our work, conduct, or service delivery.

This procedure outlines how complaints can be made, how they will be handled, and the standards WARDC upholds to ensure fairness, transparency, and timely resolution.

2. Purpose of the Complaints Procedure

This procedure aims to:

  • Provide a clear and accessible process for raising complaints

  • Ensure all complaints are handled promptly, fairly, and confidentially

  • Strengthen accountability and trust in WARDC’s work

  • Protect the rights and dignity of complainants, especially survivors of violence

  • Ensure corrective action is taken where necessary

  • Promote continuous improvement in WARDC’s programmes and operations

3. Scope of Complaints

Complaints may relate to:

  • Conduct or behaviour of WARDC staff, volunteers, or representatives

  • Quality or delivery of WARDC programmes, services, or interventions

  • Misuse of organisational resources

  • Breach of confidentiality or data protection

  • Sexual exploitation, abuse, harassment, or misconduct

  • Discrimination, intimidation, or rights violations

  • Unethical practices or corruption

  • Any action inconsistent with WARDC’s values, policies, or safeguarding standards

Complaints may be made by beneficiaries, staff, partners, donors, community members, or any individual affected by WARDC’s work.

4. Principles Guiding the Complaints Process

WARDC’s complaints handling is guided by the following principles:

  • Accessibility: Complaints can be made easily and through multiple channels

  • Confidentiality: Information is shared strictly on a need-to-know basis

  • Impartiality: Complaints are reviewed objectively and without bias

  • Protection from retaliation: Complainants and witnesses are protected from reprisals

  • Survivor-centred approach: Special care is taken when complaints involve GBV or vulnerable persons

  • Timeliness: Complaints are acknowledged and resolved within reasonable timeframes

  • Transparency: Processes and outcomes are communicated appropriately

  • Accountability: Corrective actions are taken where wrongdoing is established

5. How to Make a Complaint

Complaints may be submitted through any of the following channels:

  • Email: info@wardcnigeria.org

  • Phone: +2348180056401, +2348055951858

  • In person: At any WARDC office (Lagos, Abuja, Abeokuta)

  • Written letter: Addressed to WARDC Management or the Complaints Committee

  • Through a trusted partner or community representative

  • Anonymous submissions: Accepted through written notes or secure drop-boxes (where available)

Complainants are encouraged to provide:

  • Their name and contact information (unless anonymous)

  • Details of the complaint

  • Names of individuals involved (if applicable)

  • Dates, locations, and any supporting evidence

WARDC will accept complaints in English or local languages.

6. Acknowledgement of Complaints

  • Complaints will be acknowledged within 5 working days.

  • Anonymous complaints will also be reviewed, though follow-up may be limited.

  • If the complaint involves safeguarding, GBV, or misconduct, it will be escalated immediately to the appropriate focal person.

7. Complaints Review and Investigation Process

Step 1: Initial Assessment

The Complaints Committee or designated officer will:

  • Review the complaint

  • Determine its nature and seriousness

  • Decide whether a formal investigation is required

  • Assign the case to the appropriate team or officer

Step 2: Investigation

Investigations may include:

  • Interviews with the complainant (if not anonymous)

  • Interviews with staff or witnesses

  • Review of documents, records, or evidence

  • Consultation with relevant departments

Investigations will be conducted impartially and respectfully.

Step 3: Findings and Decision

Upon completion:

  • Findings will be documented

  • A decision will be made regarding corrective action

  • Management will approve recommended actions

Step 4: Communication of Outcome

  • Complainants will be informed of the outcome, unless anonymous

  • Sensitive details may be withheld to protect privacy

  • If misconduct is confirmed, disciplinary action will follow WARDC’s HR and safeguarding policies

8. Safeguarding and GBV-Related Complaints

Complaints involving:

  • Sexual exploitation or abuse

  • Sexual harassment

  • Domestic or gender-based violence

  • Abuse of power

  • Harm to vulnerable persons

…will be handled with strict confidentiality, a survivor-centred approach, and in line with WARDC’s safeguarding and protection policies.

Survivors will be offered:

  • Support services

  • Referrals to medical, psychosocial, or legal assistance

  • Protection from retaliation

9. Protection from Retaliation

WARDC prohibits retaliation against:

  • Complainants

  • Witnesses

  • Staff who report wrongdoing

Any retaliation will result in disciplinary action.

10. Roles and Responsibilities

10.1 Management

  • Ensure the complaints procedure is implemented effectively

  • Allocate resources for investigations

  • Approve corrective actions

  • Ensure staff are trained on complaints handling

10.2 Complaints Committee

  • Receive and review complaints

  • Conduct or oversee investigations

  • Maintain records of complaints and outcomes

  • Ensure confidentiality and fairness

10.3 Staff and Volunteers

  • Cooperate with investigations

  • Report misconduct or concerns promptly

  • Uphold WARDC’s values and safeguarding standards

10.4 Data Protection Officer

  • Ensure complaints involving personal data breaches follow the Data Breach Response Procedure

  • Advise on confidentiality and data handling during investigations

11. Confidentiality and Data Protection

  • All complaints are handled confidentially

  • Information is shared only with individuals directly involved in the investigation

  • Personal data is processed in line with the NDPA 2023, GDPR principles, and WARDC’s Data Protection Policy

12. Record-Keeping

WARDC will maintain secure records of:

  • Complaints received

  • Investigation notes

  • Decisions and actions taken

Records will be stored securely and retained in accordance with WARDC’s data retention policy.

13. Appeals Process

If a complainant is dissatisfied with the outcome:

  • They may submit an appeal within 14 days of receiving the decision

  • Appeals will be reviewed by senior management or an independent reviewer

  • A final decision will be communicated within 30 days

14. Continuous Improvement

WARDC will periodically review complaint trends to:

  • Identify systemic issues

  • Improve programme quality

  • Strengthen safeguarding and accountability mechanisms

15. Contact Information

Women Advocates Research and Documentation Centre (WARDC)
Email: info@wardcnigeria.org
Phone: +2348180056401, +2348055951858
Website: www.wardcnigeria.org
Lagos Office: No. 22 Afariogun Street, Off Obafemi Awolowo Way, Ikeja Underbridge, Lagos
Abuja Office: No. 17 Iwopin Close, Off Ondo Street, Behind Area 1 Shopping Complex, Garki-Abuja
Abeokuta Office: Ifeolu Close, Off Igbore Street, Behind Ijeja Stadium, Abeokuta