Complaints mechanism

Who this mechanism is for

Anyone in contact with RACED — beneficiary, resident of a commune where we work, partner, supplier, volunteer or team member — can report a problem linked to our activities or to the conduct of someone acting on our behalf: abuse, exploitation or harassment, fraud or misappropriation, discrimination, harm caused by a project, or any breach of our values.

How to file a complaint

By email to plainte@raced.ong; by post to RACED's main office in Cotonou or its Parakou base (Okédama district); or verbally to the field worker in your commune or the village committee, who pass it on without delay. Complaints may be made in French or in a local language, and anonymously.

What we commit to

Acknowledge receipt within 48 working hours. Handle the complaint confidentially, by a person unconnected to the facts, and give a written reply within 15 working days (30 days for complex cases). Protect the complainant against any form of retaliation. Refer to the competent services (social welfare centres, police, courts) where the facts fall under the law.

Appeal

If you are not satisfied with the reply, you may refer the matter to RACED's Board at the same address, marked "Appeal". Complaints about a project funded by a partner may also be addressed to that partner's own mechanism.

Safeguarding policy

All team members, volunteers and consultants sign our safeguarding and protection from exploitation, abuse and harassment policy before taking up their role.