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Procedures and Flow of Complaints

Complaint Submission Procedures

  1. Complainants can submit a complaint through the Complaint Service Form available under the "About Us" menu on the official website of Perkumpulan GKRN (https://iccas.or.id/) or through other official reporting channels designated by Perkumpulan GKRN;
  2. Fill out the Form, which includes, among others:
    1. The identities of the Complainant, Reported Party, and Witness, or complaints may also be submitted anonymously in accordance with applicable regulations;
    2. Chronology of the incident;
    3. Supporting evidence attachment;
  3. If the complaint is submitted through other official reporting channels, the officer receiving the complaint will document the report into the Complaint Service Form based on the information provided by the complainant, without altering the substance of the report;
  4. Once the form is received and documented, the complaint will be registered and processed in accordance with the complaint handling mechanism applicable at Perkumpulan GKRN;
  5. Submit the complaint form;
  6. Receipt of Report.

Complaint Handling Flow

  1. Receipt and Registration of Complaint

    Every complaint received through the Complaint Service Form or other official reporting channels is received by the authorized officer and registered into the Perkumpulan GKRN Complaint Service system to ensure all complaints are fully and securely documented.

  2. Complaint Classification

    Officers classify the complaint based on the type of issue reported to determine the appropriate handling mechanism, including but not limited to complaints related to PSEA (Protection from Sexual Exploitation and Abuse), code of conduct violations, conflicts of interest, abuse of authority, fraud, or other types of complaints.

  3. Initial Review

    Complaints that have been classified undergo an initial review to assess the completeness of the information, the scope of the complaint, and the eligibility of the complaint for further processing.

  4. Risk Assessment

    If necessary, a risk assessment is conducted to identify the level of urgency of the complaint, potential impacts on the parties involved, and the need for immediate protection or handling measures.

  5. Complaint Handling

    Complaints are handled in accordance with applicable mechanisms, policies, and procedures based on the complaint classification. If required, Perkumpulan GKRN may form a team or appoint an authorized party to conduct an examination or investigation.

  6. Decision

    Based on the results of the examination or investigation, Perkumpulan GKRN will issue a decision in accordance with the applicable regulations.

  7. Follow-up

    Perkumpulan GKRN implements follow-up actions based on the decision made, including imposing sanctions, corrective actions, referrals to authorized agencies, or other steps in accordance with organizational policies.

  8. Closure and Monitoring

    Once the entire handling process is complete, the complaint is declared closed and documented as organizational archives. Perkumpulan GKRN may also monitor the implementation of the follow-up actions and ensure that no retaliation occurs against the complainant, victim, witness, or any other parties involved in the complaint process.