PHIG Policy Framework v1.2 · Policy 34 · Adopted 1 September 2026 · References: ASF Policies 29 and 39; Core Humanitarian Standard commitment 5; EU MGA Art. 17; USAID accountability provisions; ISO 10002 principles
1. Purpose and scope
To give beneficiaries, participants, learners, partners, submitters, authors, suppliers and the public a clear, safe and effective way to give feedback or complain about PHIG’s work, and to be answered. Applies to the Board, the Director, staff, consultants, volunteers, experts, partners and suppliers of PHIG and all platforms of its network.
2. Policy
- Complaints and feedback may be submitted by e-mail to info@accreditation.ge, by letter to the registered office, through the contact forms of each platform, or in person; anonymous complaints are accepted.
- Every complaint is acknowledged within five working days, logged, assigned to a person free of conflict, and answered with a decision and reasons within 30 working days; complex cases are given a timeline.
- Sensitive complaints (safeguarding, PSEAH, fraud, harassment) are routed to the Whistleblowing or Safeguarding procedures.
- Appeals: a complainant dissatisfied with the answer may appeal to the Chair within 30 days; the Chair (or a Board member where the Chair is conflicted) decides within 30 working days.
- Platform-specific routes are published: right of reply and corrections for publications; appeal against a Sheni Labs verdict to the Scientific Committee; academic appeals at GMJ Academy; editorial appeals at the journal under COPE.
- No one suffers any detriment for complaining; complaints data (anonymised) are reported to the Board annually and used to improve.
3. Procedures
- Complaints register; standard acknowledgement; annual analysis.
Responsibilities
Director; platform leads; Chair for appeals.
Review
Every two years and when donor rules change.
Part of the PHIG Policy Framework. Breaches and concerns may be reported under the Whistleblowing Procedure to info@accreditation.ge (subject “Confidential — integrity”).