Complaints and Appeals

Complaints and Appeals

• Electronic complaint submission system via violation@carececo.org;
• Postal mail to the address: Kazakhstan, Almaty A15D5B3, Orbita-1 microdistrict, 40;
• In person or through an authorized representative.

Complaints and appeals must include the following information:

• Full name of the applicant (or the name of the organization);
• Contact information (address for response);
• Indicate whether the complaint or appeal is submitted directly by a party (individual or legal entity) related to CAREC’s activities, or by a third party with written authorization;
• Location/situation where the issue occurred or where improvements are needed;
• Description of negative impacts of CAREC’s activities, with evidence or references;
• Applicant's demands (if any);
• Recommendations for improvement or resolution of the issue;
• Date of complaint submission.

Who can submit a complaint or appeal?

Complaints must be related to CAREC’s activities and can be submitted by individuals or legal entities who believe they have been adversely affected by the organization’s operations. These may include organizations, communities, project beneficiaries, affected populations, or others who are or may be impacted by CAREC’s projects directly or indirectly, either positively or negatively.

Upon receipt, the complaint is registered within three (3) working days.

A preliminary assessment of the complaint is carried out within seven (7) working days to determine:

• Whether the complaint meets eligibility criteria;

• The need for further investigation;

• Whether the matter falls under the jurisdiction of other authorities (e.g., law enforcement).

The GRM Committee will notify the applicant within seven (7) working days about the receipt and admissibility of the complaint.

It is prohibited to send complaints or appeals to the same authorities or officials whose actions, inaction, or decisions are being challenged or who are reported for misconduct.

If the complaint is deemed eligible, the GRM Committee will, within 14 calendar days, review the documentation, hold necessary meetings with the complainant(s) and other stakeholders, and involve external experts if necessary.

If needed, the Committee may assign a responsible member from within the Committee to manage the complaint and may request additional information from the complainant.

The GRM Committee will issue a decision or conclusion containing suggestions and recommendations for resolving the issue within 14 calendar days after the complaint or appeal has been registered.

Decisions and conclusions within the Committee are made by consensus. In case of a tie, the Chairperson of the GRM Committee holds the casting vote.

In complex cases requiring the involvement of third parties, the Committee may conduct an investigation to gather further information. In such cases, the review period may be extended to 30 calendar days, with mandatory notification to the complainant.