ADDITIONAL GOOD PRACTICES
Humanitarian organizations have done a considerable amount of work outlining
the necessary elements of complaints and investigations procedures, and the
MOS indicators only scratch the surface of the good guidance that is available.
Some notable additions are:
 Agencies should promote the development of a culture which ensure that reported abuses
are immediately reported upwards and acted upon
 A means to make anonymous SEA complaint should be made available.
 Staff who receive complaints are trained how to deal with complainants and advise on
support services.
 The agency promotes a culture and environment in which children and women are listened to
and respected as individuals.
 Responses are “survivor focused” keeping the needs of the survivor at the forefront of any
investigation process.
 Investigations should be conducted in a timely way. The longer it takes to respond the greater
the risks to the victim, the organization, and the alleged perpetrator. InterAction recommends
starting investigations before the three month indicator included in the MOS.
 The agency ensures all confidential information is channeled correctly and handled with the
utmost discretion.
 The agency will coordinate investigations with other agencies when and if appropriate.
 Administrative, logistical and psycho-social support is available to investigators to carry out
their job properly.
 The agency ensures that all cases are properly tracked and followed up to ensure that the
survivor receives the optimum support required.
 Senior managers have a clear understanding about if and when to report a case to the police
 Complainants should be informed about outcomes