In the context of Good Governance that includes transparency and accountability - and aiming at a high quality of our work, ELIX launches a process of receiving, managing and evaluating complaints in order to meet the requirements and expectations of our stakeholders.
Complaint means any statement of dissatisfaction from any interested party (beneficiaries, partners, suppliers, employees, etc.) related to the way of providing the service / quality of actions provided by "ELIX - VOLUNTEER WORK PROGRAMS".
The management of the complaints / issues of the interested parties in every critical point such as: receiving, recording, controlling and remediation of the complaints / issues, aims to take all those measures (corrective actions) in order to avoid their recurrence.
More specifically, the complaints are recorded by any interested party in the form that you will find here (COMPLAINT / ISSUE MANAGEMENT FORM), which is then received by our staff in charge to proceed with:
- investigating the causes
- the definition of actions aimed at the restoration of the complaint & in the control of their effectiveness
- investigating the satisfaction of the beneficiary / interested party
- determining the corrective actions, where required, in collaboration with the head of the unit which concerns the complaint or the Administration & the control of their effectiveness
ELIX handles your remarks, like any communication, with respect, confidentiality and security, while we also invite anonymous complaints related to our services.