Know Your Genotype’s dedication to accountability

We put a safe, confidential and verifiable Complaint Mechanism in place to reinforce our position as agents of change in the society. This is an official avenue for discontented parties, both within and outside the organization to formally lodge a complaint, without any apprehension or anticipation of a reprisal, with the assurance of a timely response. 

Types of Grievances

 The grievances addressed by the Complaint Mechanism could be related, but not limited to:

• Operational complaints about programs, quality of work, donor registration and project participant selection.
• Complaints on breach of integrity such as corruption and misuse of funds.
• Human resource complaints such as gender bias, nepotism, and harassment (physical/psychological/sexual).
• Complaints of discrimination on the grounds religious beliefs, nationality, race, sexual orientation, disability or status as a parent.  
• Environmental, social, community health, safety, and security concerns.

Grievances will be deemed non-eligible if complaint is submitted 2 years after the date of occurrence of the incident(s).

Grievance and Complaints Process

1. A complaint is received (via website, phone call, email or mail).
2. The complaint is recorded in KYG’s Complaint Mechanism Tracker and the complainant is notified of receipt and informed of subsequent steps.
3. Involved parties are informed (an initial assessment may be required to understand who the involved parties are).
4. The complaint is assessed by KYG’s investigative team. This may involve interviewing additional parties to collect more information or bringing in third parties to support the investigation and assessment. The team investigating the complaint is independent of the program execution.
5. The complainant is notified when the investigation ends.
6. A response/resolution is decided on by the policy administrator, ie. KYG’s President, where a formal complaint is made under the Code of Ethics
7. The response is communicated to the complaining party (where possible) and to any involved parties.
8. Resolution is recorded in our Complaint tracking mechanism.
9. Any lessons are applied internally as appropriate (e.g., updating policies or processes).

Lodging Grievances

We aspire to make our Complaint Mechanism easily accessible through a variety of communication channels. Any stakeholder who has a legitimate grievance should be able to access KYG’s Complaint Mechanism via the communication style that best suits them. We seek to ensure that grievances can be lodged by any population including marginalized and vulnerable populations like indigenous populations. By ensuring anonymity if the complainant requests that, we conceal the complainant’s identity. Should we have any cause to believe that not concealing the identity of a complainant who has not requested for anonymity could lead to harm, intimidation, or fear, we will keep him anonymous The following methods of communication are available for lodging a grievance:

• Our webpage: knowyourgenotype.org/grievances
• Direct complaints to KYG’s CM investigator
• Direct complaints to KYG staff including the President
• Calling KYG on phone +233596555700
• Mailing KYG’s  address at P. O. Box CT. 6501, Cantonments – Accra
• Emailing KYG’s email address: grievances@knowyourgenotype.org