MAT Zimbabwe COMPLAINTS POLICY AND PROCEDURE
 

I.Purpose and Convictions

This policy section makes clear, the MAT Zimbabwe policy and procedure for dealing with complaints related to MAT Zimbabwe.

II.This MAT Zimbabwe ’s complaints policy and procedure is aimed at:

Assisting MAT Zimbabwe to respond to complaints with both efficiency and effectiveness that they deserve.

Assist MAT Zimbabwe to resolve complaints with deserved timeliness, fairness and amicably.

Assist MAT Zimbabwe and its stakeholders to build a durable trust

Assist to empathize with complainants as we work to resolve look into the issues and better our service to the glory of God.

Assist MAT Zimbabwe with information that smoothen and make more professional our services, systems and complaints handling procedures.

Please note: Our ‘stakeholders’ extends beyond MAT Staff, Board Members, MAT Zimbabwe trainers, MAT Zimbabwe apprentices, MTS Staff, MTS Board Members and MAT Zimbabwe partners.

III.MAT Zimbabwe is humbly committed to reconciling the world to Christ by multiplying gospel workers through ministry apprenticeships in Zimbabwe. May God be glorified in all that he is doing in and through us in this endeavour.

IV.In this regard MAT Zimbabwe is committed to:

-Ensure respectful and sympathetic treatment of complainants.
-Ensure provision of information about complaints and ensuring it is accessible to complainants.
-Ensure good communication with complainants about the status of their complaint.
-Ensure they take charge of complaints and making it a point that those who are responding to complaints gets all the assistance they need.
-Ensure timeliness of complaint handling and professional handling of issues as soon as possible.
-Ensure transparency through recording and analysing complaints data to inform systems and complaint handling in the future.

V.Complaint Definitions

A complaint is a written, spoken and recorded expression of dissatisfaction made to MAT Zimbabwe where a response, rectification is reasonably or legally required. A complaint may be in relation to any of the following:

-the quality of training received by an MTS Apprentice under a trainer.
-the quality or effectiveness of services provided by MTS.
-the harassment (sexual, emotional and physical) received at the hands of MAT Zimbabwe staff, trainers and or partners.
-the behaviour or decisions of MAT Zimbabwe staff, trainers or apprentices.
-MAT practices, policies and procedures.
-the manner in which MAT Zimbabwe has handled a properly channelled or registered complaint.

VI.Also Note:
A complaint is a written, spoken and recorded expression of dissatisfaction made to MAT Zimbabwe where a response, rectification is reasonably or legally required.

VII.A Workplace Grievance is a complaint raised by an employee towards their employer that claims a violation of employment legalities (e.g. policies, employment contract, national standards). These will be handled in accordance with the MAT Zimbabwe policy and procedure documents of 2023.

VIII.Privacy & Confidentiality

MAT Zimbabwe will both intentionally and objectively insist on reasonable steps to support complainants and aggrieved persons as well as making sure that all necessary support is provided.  MAT Zimbabwe will maintain confidentiality about complaints, complainants and individuals involved as much as possible. Insurance is here given that access to all information received and gathered in relation to a complaint is restricted to MAT Executive Staff and legal bodies (where and whenever possible).

IX.Making and Receiving a Complaint

In a bid to improve our work at MAT Zimbabwe we receive complaints and complements. Stakeholders are free to register any such genuine and truthful complaints and heartfelt complements through our stipulated channels. The aim remaining goodwill and the progress of Gospel work in Zimbabwe for the glory of God alone.

X.Managing a complaint
Complaints are registered to MAT Zimbabwe in many ways”.
-Writing
-In person
-Phone call
-Online complaints & Complement

All complainants are advised to be clear, on point, truthful and detailed in their allegations and complaints.

The best is for complainants to launch their complaint(s) in writing.

Complainants may still be requested to appear in person when more information is required especially in more grievous allegations.

MAT Zimbabwe’s on-line Complaints and Compliments form may also be used to register any complaint.

If a complainant is unable, or it is not appropriate to submit their complaint in writing, then the details of the complaint will be recorded as notes within the MAT Ministry Movement Database.

Secure keeping of records (verbal and otherwise) may be made in the MAT Zimbabwe Database. This helps with policy formulation and implementation as well as improving our systems. Access to this database is only for MAT Executive staff and relevant investigators
Managing a complaint

Complaints Management Stages:

• Receive Complaint(s)
• Standardised system record for all complaints
• Determine who will handle complaint.
• Conduct initial assessment of Complaint
• Including risk of harm, or possible criminal conduct
• Consider risk to complainant, risk to complainant and risk to MAT
• Determine if complaint is significant and requires independent investigation by MAT Zimbabwe’s Complaints Committee

Acknowledge Complaint(s)

-communicating reception of complaint(s) to the complainer.

-advise complainant or individual(s) who will be handling the complaint(s)

-Gather information relevant to the issue / complaint

-this Including any HR or legal advice necessary

-The team responsible reach a resolution

-They inform the complainant of resolutions and / or outcomes.

-Implement actions / Monitor outcomes

-Review resolution(s)

-Review resolution(s)

-If there is no appeal MAT Zimbabwe will close the complaint.

-If there is an appeal MAT Zimbabwe will redo the process and include any necessary new ways until there is closure. 

XI.Complaints Committee

The MAT Zimbabwe will from time to time convene a committee that will look into any complaints of gracious misconduct(s). For objectivity’s sake, the Director will put up a committee made up of independent persons able to look into the matter and report to the National Director and all relevant bodies when necessary. Otherwise the rest of complaints will be handled by the MAT Zimbabwe administrator and captured in the database for follow up and rectification and subsequent communications with complainants.