PHIG Institutional Policy Manual · Consolidated edition, September 2026
Part of the PHIG policy framework. Download the full manual (PDF). To raise a concern: admin@accreditation.ge.
Anyone affected by PHIG’s work can give feedback or complain, free of charge and without fear, and receives an answer. Owner: Safeguarding and People Lead (Sulkhan Inaishvili).
Channels
- Email info@accreditation.ge (subject “Feedback” or “Complaint”) and the contact form on publichealth.ge
- WhatsApp and phone, published on project materials
- A feedback box or form at project sites and events
- In person to any PHIG staff member, who must pass it on the same day
Channels are explained in Georgian, and in other languages used by the community, at the start of every project.
Handling standards
| Step | Timeline |
|---|---|
| Acknowledge receipt | 3 working days |
| Resolve standard feedback or complaints | 15 working days |
| Sensitive complaints (fraud, safeguarding, misconduct) | Referred at once to Policy 14, confidentially |
| Appeal of an outcome | To the Head of Administration, then the Chair |
Learning
The Safeguarding and People Lead keeps a feedback log and reports themes and actions to management every quarter and in donor reports where required.