Trag Foundation is committed to transparent, fair and accountable conduct across all aspects of its operations. This Policy provides a framework for the submission, processing and resolution of complaints, enabling all interested parties to raise concerns or dissatisfaction regarding the Foundation’s work.

This Policy aims to:

• Ensure the fair and transparent resolution of complaints;
• Enable all interested parties to submit observations and complaints;
• Improve the quality of the Foundation’s work through the analysis and resolution of complaints.

This Policy applies to all natural and legal persons that have a business or legal relationship with Trag Foundation, including grant recipients, volunteers, partners, suppliers, and users of the Foundation’s digital platforms.

The full Complaints Policy is also available to read here.

Instructions on how to submit your complaint can be found here.

How to Submit a Complaint to Trag Foundation

To submit a complaint to the Trag Foundation, please follow the steps below.

1. Preparing Your Complaint

Please prepare the following information prior to submission:

• Description of the issue: Provide a detailed account of the situation giving rise to your complaint. Include all relevant facts, such as the date and location of the incident, the names of the persons involved (where known), and any other material details.
• Evidence: Compile all evidence supporting your complaint, such as documents, e-mail correspondence, photographs or witness statements.
• NOTE: For legal entities, it is also necessary to provide DECLARATION OF LEGAL REPRESENTATIVE

2. Methods of Submission

A complaint may be submitted by the following means:

• Electronic form: Visit the Trag Foundation website and use the online complaints form, or send an e-mail to: zalbe@tragfondacija.org

3. Required Information

Your complaint must include the following information:

• Who: Provide the names of the persons involved, where known.
• What: Describe the situation or issue.
• Where and when: Include the date and location of the relevant events.
• Evidence: Provide all relevant evidence supporting your complaint.
• Required documents: Submit all documents required for the administrative acceptance of your complaint as specified during the process. Trag Foundation reserves the right to request additional documentation during the course of the process for the purposes of conducting its analysis; in such cases, the deadline for analysis, as well as the overall timeframe for the complaints process, shall be extended by the number of days taken to provide the requested documentation.

Acknowledgement of Receipt and Process

Upon submission of your complaint, the following steps shall apply:

• Acknowledgement of receipt: Following submission, you will receive confirmation of receipt within 5 working days.
• Complaints Officer: The responsible person within Trag Foundation shall assume conduct of the complaints process and notify you accordingly.
• Analysis of the complaint
• Request for additional documentation, where necessary
• Decision by the Complaints Panel
• Notification of outcome: The complainant shall be notified of a positive or negative decision in writing.

Key Principles

• Fairness and impartiality are the governing principles of the complaints resolution procedure.
• All information shall remain confidential, irrespective of the outcome.
• The complainant has the right to request a review of the decision and may utilise various escalation channels.

Standard Timeframes

• Acknowledgement of receipt: Within 5 calendar days.
• Initial assessment: Ordinarily within 10 calendar days.
• Investigation and deliberation: May take up to 30 calendar days.
• Final decision: Ordinarily within 30 to 60 calendar days of submission.