Complaints and suggestions

Guided by the principles of integrity and transparency, The Danish House in Palestine is committed to fostering a positive work environment and maintaining constructive relationships with all parties. We consistently prioritize the best interests of our staff, beneficiaries, and partners, upholding principles of non-discrimination and participation in all our programs.

We are dedicated to providing a comfortable, professional, and safe workplace, free from violence, hostility, or abuse of any kind. The Danish House in Palestine has a zero-tolerance policy towards corruption, harassment, or assault, whether by its staff or any third party associated with its work.

To uphold these commitments, we welcome you to contact us at any time to report a complaint or to offer a suggestion related to our work. We pledge to treat all feedback (positive or negative) with the utmost seriousness, ensuring the privacy and confidentiality of your information in accordance with our internal policies.

Our authorized team is fully trained and qualified to handle all complaints and suggestions with the highest level of professionalism. We continually review and update our relevant policies and procedures.

Definitions

  • Complaint: A report of an incident, violation, or an expression of dissatisfaction with our services, programs, procedures, behavior, or methods, submitted through the available channels.
  • Suggestion: The submission of new or developmental ideas concerning the work, programs, or procedures of The Danish House in Palestine.

Available channels for complaints and suggestions

You can submit your feedback through the following channels:Email: admin@dhip.ps
Phone: +970 (0) 594 224 402

Please provide the information listed in the “How to submit” section below to help us process your inquiry as efficiently as possible.

Please note: Our partner organizations and cultural centers have their own complaint mechanisms, which often include physical complaint boxes on their premises. While we encourage you to use those channels for issues directly related to their programs, you are always welcome to report any matter directly to us if you find it relevant.

How to submit a complaint or suggestion

Since we do not have a live form, please include the following information in your email to admin@dhip.ps to ensure we can process your feedback effectively.

  • Nature of Your Message: Please specify if this is a Complaint or a Suggestion.
  • Date: Please provide the current date.
  • Full Name: Please provide your full name.
  • Preferred Contact Method: Please specify if you prefer to be contacted by Email or Phone and include relevant contact details.
  • Details of Complaint/Suggestion: Please provide a clear and detailed description.
  • Has this matter been discussed with anyone from The Danish House? If so, please mention with whom, if possible.
  • Attachments (optional): You may attach any relevant files to your email. Please note the maximum file size is 10 MB.

Complaint handling procedure

The Danish House in Palestine guarantees every person the right to file a complaint. All complaints will be reviewed according to our established policies and applicable laws through the following procedure:

  1. The complaint is received via the available channels.
  2. The complainant will receive an acknowledgment of receipt, either by phone or email.
  3. The authorized team will investigate the complaint, determine its nature, and assess its sensitivity. This may require communication with the complainant and relevant individuals inside or outside the organization.
  4. Necessary actions will be taken in accordance with our internal regulations.
  5. We will follow up with the complainant to confirm that the matter has been addressed.
  6. The organization will implement any necessary corrective measures.

Suggestion handling procedure

The Danish House in Palestine guarantees every person the right to file a complaint. All complaints will be reviewed according to our established policies and applicable laws through the following procedure:

  1. The complaint is received via the available channels.
  2. The person submitting the suggestion will receive an acknowledgment of receipt.
  3. If necessary, we will contact the individual for additional information.
  4. The suggestion will be presented to the relevant departments to study the possibility of its implementation.

Processing time

We strive to address all complaints and suggestions within 5 to 7 business days, depending on the nature and complexity of the issue.