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How to make complaints

The Church of Sweden's International work is based on fundamental values regarding the equal worth and rights of all people, and the vision of a dignified life for everyone. On this page you can learn about how to complain.

All of Church of Sweden’s International work stakeholders are entitled to give feedback and complain when we do not fulfil our commitments. In this way, we can improve the results of our work while reducing the risk of inefficiency, abuse or unlawful appropriation of the resources we are charged with managing.

submit a complaint

By submitting a complaints you agree to Church of Sweden's Guidelines for handling complaints which includes how the complaint will be managed. Submit a complaint. 

The Church of Sweden International work has a Complaints and Response Mechanism (CRM) wich helps us to learn from and improve our work while constituting a specific tool for preventing, uncovering and solving problems. All complaints that are received are securely and confidentially processed following to the CRM guidelines.  

What complaints can be made?

The Church of Sweden International work handles complaints concerning shortcomings in compliance with our commitments as defined in the Church of Sweden´s International work Accountability Framework.

This includes:

  • Implementation of projects that the Church of Sweden performs itself or with a partner that do not live up to applicable standards, principles or undertakings.
  • Perceived shortcomings in the Church of Sweden’s way of handling partner agreement, project agreement, general partnership agreement or other type of agreement.
  • Perceived lack of respect for the donor and the donor’s wishes when handling donations.
  • Suspicion of or testimony to shortcomings in compliance with the Church of Sweden’s and ACT’s[CH2]  codes of conduct by the Church of Sweden’s and/or partner’s staff, including accusations of sexual exploitation, abuse, misappropriation of funds, fraud, various conflicts of interest or other unethical behaviour. 

Documents related to how to make complaints

codes of conduct

All individuals working for or representing the international department are bound by the ACT Alliance Code of Conduct for the prevention of sexual exploitation and abuse, fraud, corruption and abuse of power.

All staff are also bound by the Church of Sweden’s Church House Code of Conduct.

Church of Sweden is also bound by the ACT Code of Good Practice, an organisational level commitment which means that Church of Sweden strives for continuous improvement and movement toward best practice.   

Church of Sweden’s humanitarian relief work is conducted in accordance with the Code of Conduct for the International Red Cross and Red Crescent Movement and NGOs in Disaster Relief:

1. The humanitarian imperative comes first. 

2. Aid is given regardless of the race, creed or nationality of the recipients and without adverse distinction of any kind. Aid priorities are calculated on the basis of need alone.

3. Aid will not be used to further a particular political or religious standpoint.

4. We shall endeavour not to act as instruments of government foreign policy.

5. We shall respect culture and custom. 

6. We shall attempt to build disaster response on local capacities. 

7. Ways shall be found to involve programme beneficiaries in the management of relief aid. 

8. Relief aid must strive to reduce future vulnerabilities to disaster as well as meeting basic needs.

9. We hold ourselves accountable to both those we seek to assist and those from whom we accept resources.

10. In our information, publicity and advertising activities, we shall recognize disaster victims as dignified human beings, not hopeless objects.