Lyssna

I have a complaint

We welcome your complaint! Complaints help us to improve the quality of our work. Without complaining the likelihood of improvement is reduced. Receiving feedback is important to improve the quality of our work, prevent corruption and sexual harassment. Therefore, we welcome complaints.

Who can make a complain?

Anyone who participates in or is affected by actions that Act CoS carries out by itself or together with a partner can complain. This definition includes actions that Act CoS finances or performs jointly with dioceses and parishes within Church of Sweden. For instance:  

  1. You as a partner of Act Church of Sweden. 
  2. You who participate in or is impacted by projects run by Act Church of Sweden. 
  3. If you are a donor, volunteer or is involved or affected by Act Church of Sweden’s work. 
  4. Finally, you can complain even if your work with Act Church of Sweden is limited and temporarily. For instance, if you are an: intern, consultant, observer, elected representative or an individual working for representing the organization.

What kind of Complaints are handled?

Act Church of Sweden handles complaints regarding compliance of commitments defined in the organisation’s Quality and Accountability Framework and its Code of Conduct. The complaints dealt with include but is not limited to:  

  • Activities and projects implemented by Act Church of Sweden or together with partners, where the implementation does not live up to current standards, principles and commitments.  
  • Perceived shortcomings in Act Church of Sweden’s or partner’s contractual compliance, e.g. handling commitments within a partner agreement, project agreement, overall cooperation agreement or other agreements.  
  • Suspicion or testimony of a violation of Act Church of Sweden’s Code of Conduct.

Complaints not handled  

Act Church of Sweden does not handle the following types of complaints relating to:  

  • Actions and activities that are not financed by or have a valid agreement with Act Church of Sweden.  
  • International projects or collaborations that dioceses or congregations in the Church of Sweden run themselves.  
  • Complaints related to the management of the regular activities of the dioceses or congregations of Church of Sweden.  
  • Complaints from Church of Sweden’s personnel related to employment conditions, work environment and management issues. These complaints shall be made to the line manager or to the HR department at Central Office. 

How do I complain?

Complaints can be sent to the CRM Focal point at Act Church of Sweden according to the options stated below:  

  • E-mail: complaints.internationalwork@svenskakyrkan.se
  • Phone/Whatsapp/Signal: 46-(0)725176542 
  • Letter: Act Church of Sweden Complaints Focal Point, Central Office, SE-751 70 Uppsala, Sweden.  
  • Personal conversation with the CRM focal point or relevant Director, Regional hubs at Act Church of Sweden.  
  • Personal conversation with employees at Act Church of Sweden that will forward the information to the CRM focal point or to the relevant Director, Region hubs at Act Church of Sweden.  

Act Church of Sweden is a member of the ACT Alliance and the Core Humanitarian Standard Alliance (CHS). Complaints related to Act Church of Sweden can also be submitted to these international organizations to complaintsbox@actalliance.org and/or to complaints@chsalliance.org

When? 

Complaints should ideally be submitted as soon as you are aware of the concern. If you wish to complain about a project that is run by the Act Church of Sweden by itself, or in collaboration with a partner, this should be submitted when the work is on-going, or within a year after the work has been finalized. For sensitive complaints, there is no limit, as the Act Church of Sweden will investigate all sensitive complaints as far as possible. 

What information is needed?  

You can access a template for submitting a complaint below. This provides guidance on what information is required when submitting a complaint. Anyone who wants to file a complaint should leave their contact details so that the CRM focal point at Act Church of Sweden can contact the person to get further information or give feedback. Act Church of Sweden also handles complaints coming from an anonymous source. To submit a complaint without revealing the complainant, the complaint can be sent as a letter. 

How is your complaint handled?

The following flowchart describes how complaints received by Act Church of Sweden are handled.

 

Read more about our complaints handling system

Be a learning organisation

One of our commitments is to be a learning organisation and we belive you are too.

Act Church of Sweden is part of the ACT Learn partnership, together with the ACT secreatiat, DCA, NCA, FCA and LWF.

The purpose of ACT Learn is to strengthen the capacity-enhancing activities of ACT Alliance Members through effective learning design, sharing learning resources and opportunities and connecting staff to share best practice and work efficiently.  ACTLearn also supports the ACT Alliance global strategy. ACT secretariat is one of the partners, assuring discussion and collaboration with ACT working structures. The resources and collaboration opportunities of ACTLearn are also available to support ACT forums as needed. ACT Learn uses the fabo learning platform and community fabo.org . All our events and trainings are announced on the  fabo.org/act
Welcome to join our learning community!