Complaints Handling

The Non-State Actor Component (NSAC) of the Demand for Good Governance (DFGG) project has three channels or levels to address complaints: 1) Complaints can be submitted to the NSAC Secretariat in writing on issues related generally to the terms and conditions of the grants; 2) Complaints can also be submitted to the GMC directly for issues concerning the grant selection process; 3) Finally, complaints can be addressed to the DFGG project grievance committee.

Overview

Channel 1

All complaints submitted to the NSAC Secretariat will be logged with a unique ID code. You can submit your complaint to the Secretariat by e-mailing us through the comments form provided, directly e-mailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it , or by sending a letter to the NSAC Secretariat, #59, Street Oknha Peich (St. 242), Phnom Penh, Cambodia. Complainants will receive an acknowledgement letter within five business days, including an outline of the complaint review and appeal process. The complaint will be filed according to a tracking system, so that complaints are classified, and responded to consistently. Further, the complaint will be discussed within the secretariat and responded to in writing within two weeks. The Secretariat will also convene a meeting of the aggrieved parties if required. Further, the Secretariat will undertake a six-monthly internal review of the complaint handling mechanism, and make necessary corrections.

Channel 2

If the complainant is not satisfied by the Secretariat’s response or has a complaint regarding the GMC’s decision-making process, they can directly write to the GMC by using the comments form. The NSAC Secretariat will log the complaint (providing a unique ID code), and forward it to the GMC chair for action. The GMC will issue an acknowledgement letter within five working days, including an outline of the complaint review and appeal process. A written response will be issued within two weeks. The GMC can also coordinate a meeting with the aggrieved party if required. To address such issues in an expedient manner, the GMC will nominate a sub-committee to handle complaints.

Channel 3

Finally, if the complainant is not satisfied with the Secretariat’s or GMC’s response or has a complaint about the overall DFGG Project, they can write to the DFGG project grievance committee facilitated by the DFGG Project Coordination Office by directly e-mailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it .  The mailing address is: DFGG Project Coordination Office, 275 Norodom Blvd (R214), Tonle Bassac, Chamkar Mon, Phnom Penh. This unit will convene on a case-by-case basis, arbitrate the issue based on the guidelines established, and meet with the necessary stakeholders if necessary. All NSAC stakeholders, including state and non-state actors will be able to lodge a complaint with the DFGG grievance committee.

Complaints Received

The NSAC Secretariat received a complaint from the NGO Advocacy Network for Development (NAND) based in Battambang on August 10, 2010 via e-mail regarding the grants selection process under NSAC’s medium and large grants competition.  In accordance with the project’s operations manual, the complaint was logged and given a unique ID number.  Further, a grievance committee, a sub-committee of the grant-making committee, was formed to review and respond to the complaint (Complaint # NAND082010).  The grievance committee formally responded to the complaint on August 23, within the specified two-week period.  Please find below links to the original complaint and the GMC’s response.

Complaint from NAND

GMC Response to NAND Complaint