1. What is Feedback and Complaints Mechanism?
Feedback and Complaints Mechanism is a specifically designated mechanism with a mandate to receive and process feedback and complaints. Dünya Doktorları (DDD) is committed to receiving feedback and responding to complaints about its work and conduct from all stakeholders in a timely and appropriate manner. Feedback and complaints will be dealt with professionally, and in ways that promote fairness, transparency and accountability. DDD recognizes the importance of doing so to:
-Reaffirm the dignity and value of our stakeholders and their right to be heard and acknowledged,
-Learn from our stakeholders and adjust our programs to better meet their needs, thereby improving program quality and impact,
-Alert the organization about the cases of misconduct and to assure stakeholders that DDD does not tolerate wrongdoing.
2. Who can apply to the Feedback and Complaints Mechanism?
All beneficiaries who receive support from DDD can apply to our institution's Feedback and Complaints Mechanism. All stakeholders who participate in the activities of our institution and in contact with our institution can apply to our Feedback and Complaints Mechanism if they are exposed to or observe a situation contrary to the Ethics and Professional Principles or to communicate their negative or positive feedback for the services they receive from DDD.
-All DDD beneficiaries,
-Other people directly and/or indirectly affected by policies and actions of DDD,
-Partners, donor organizations and their staff (humanitarian partners, contractors and authorities).
3. Which applications does the Feedback and Complaints Mechanism evaluate?
The Feedback and Complaints Mechanism is a mechanism where you can share your positive and negative feedback about the services offered by DDD, the events it organizes and all its activities, and it is also an institutional structure that can be applied in case of violation of the Ethics and Professional Principles.
DDD believes in receiving feedback and responding to complaints about the services and its conduct and improve the support we offer in line with these views.
The following categories of feedback/complaints will be evaluated:
-Negative/positive feedback about services,
-Operational complaints (such as delay in services offered),
-Corruption (fraud, theft and other forms of dishonesty),
-Breaches of confidentiality,
-Sexual exploitation and abuse,
-Discrimination,
-Harassment, bullying and verbal abuse.
4. How to apply for the Feedback and Complaint Mechanism?
DDD believes in receiving feedback and responding to complaints about the services and its conduct and improve the support we offer in line with these views. For this reason, you can use any of the communication channels below, which have been specifically developed for our beneficiaries and stakeholders to send their feedback and complaints.
For your feedback and complaints about DDD services and activities:
speakup@dunyadoktorlari.org.tr
For your feedback and complaints about ethical behaviour of DDD employees, corruption (fraud, theft, etc.), privacy violations:
abuse@dunyadoktorlari.org.tr
E-mails in any language are accepted and duely processed.
5. How does the Feedback and Complaint Mechanism work?
The information of each person and institution that reaches us will be evaluated with the utmost care, abiding by the principles of confidentiality. This information will not be shared with third parties for any reason other than legal obligations. During the evaluation and inquisition of the application, due attention is given to the privacy of the applicant and other relevant parties. We also remind that it will not impact the beneficiary’s ability to receive or continue to receive services from DDD.
DDD is an institution that is committed to providing a service environment that does not compromise discrimination and harassment, and do not tolerate or ignore any kind of these situations that may arise.
