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Complaints

Guidelines for Submitting a Complaint

For a complaint to be considered by the TechStart project, it is necessary to follow the below guidelines:

  • The complaint should be related to the project’s components and/or to the project’s implementation or management.
  • The complainant should submit full details and any relevant supporting documents related to their complaint.
  • Complaints shall be filed using one of the following methods:

 

  1. Electronically: the complainant files a complaint electronically using the following link on the Techstart website or by downloading and filling the Complaints’ form and sending it via email  using  the following email address: [email protected]

 

  1. Verbally: by calling the Complaints Line using the following number +970-2-298 8530 to file a complaint. 

 

  1. In person: the complainant files a complaint by filling and signing a form at the TechStart offices in Ramallah or Gaza at the following addresses:

                   - Haifa Building, 4th Floor, Al-Irsal, Ramallah-Al Bireh.

                   - Bank of Palestine Building, 8th floor, Gaza.  

NOTES: 

  • The complaint system also includes an anonymous complaint reporting process as some complainants may choose to file a complaint anonymously. Anonymous complaints should provide factual details and specific allegations of misconduct or serious wrongdoing related to any of the project activities. TechStart shall ask the complainant about the preferable way to inform him/her of the solution.
  • The complaint system accepts and handles GBV complaints and includes special referral pathways for the GBV complaints and grievances, including grievances on sexual harassment and sexual exploitation and abuse.
  • Non-retaliation: Anyone may submit a responsible concern or complaint without fear of dismissal or retaliation of any kind, as per DAI’s Non-Retaliation and Whistleblower Protection policy.