Complaints Committee
Overview
The Complaints Committee is MRC's independent body for handling complaints, appeals, and integrity matters. It exists to ensure that every member and volunteer is treated fairly, that serious concerns are addressed through due process, and that no governance decision goes unchallenged where a legitimate grievance exists.
3–5
Committee members
2 years
Term of office
Max 2
Consecutive terms
3
Members for quorum
The Complaints Committee operates independently of the Governing Board and Unit Boards. It has full, unrestricted access to all books and records across MRC at every level. The Committee also serves as MRC's channel for reporting serious irregularities, including corruption, misuse of funds, breach of the Code of Conduct, and sexual exploitation or abuse. Members and volunteers who come forward are protected under the MRC Statutes and a dedicated Whistleblower Policy established by the Governing Board. Retaliation against any person who submits a complaint is considered gross misconduct and is subject to immediate disciplinary action.
As set out in MRC's Complaints and Appeals Policy, the Complaints and Appeals Mechanism exists to receive, register, and handle complaints in a way that is confidential, accessible to all, and free from the risk of retaliation. Complaints can be submitted by any individual, group, or community affected by MRC's work, including parties indirectly affected in locations where MRC operates. Complaints and feedback can also be made anonymously.
Current Complaints Committee
The Committee comprises three to five members. At least two are elected by the General Assembly. The remainder may be appointed by the Governing Board.
All committee members must meet the following criteria :-
Must be over 25 years of age
Must be an active member of MRC
Must not hold any board position within MRC - ensuring the Committee operates independently from the bodies it may be called upon to review.
Must recuse from any case in which they have a conflict of interest - A member with a conflict of interest must step back entirely from all work and proceedings relating to that matter.
How the Committee functions
The Committee handles complaints and appeals from members, volunteers, staff, beneficiaries, and any party affected by MRC's work. Complaints are categorized as either non-sensitive or sensitive. Any complaint received is acknowledged within five working days, with a clear timeline of action communicated to the complainant. Where an investigation is required, the Committee ensures due process and procedural fairness for all parties. If a complaint involves a possible criminal act, the matter is referred to the relevant authorities though this does not prevent the Committee from conducting its own independent investigation in a way that does not impede official proceedings.
Non-sensitive complaints
typically concern Programme delivery, implementation decisions, or the application of a policy.
Sensitive complaints
which include sexual exploitation and abuse, fraud and corruption, and breaches of the Code of Conduct — are treated with strict confidentiality and fast-tracked through the process.
If a complaint involves a possible criminal act
the matter is referred to the relevant authorities though this does not prevent the Committee from conducting its own independent investigation in a way that does not impede official proceedings.
Committee may also delegate
Investigation and decision-making to the relevant Unit Board or Management, depending on the nature of the complaint.
Types of complaints handled:
- Appeals against the expulsion of members for serious cause. Serious cause includes conduct incompatible with the Fundamental Principles, or abuse of MRC funds, resources, or reputation.
- Complaints about misuse of authority granted by the General Assembly
- Complaints against members or Units violating the Statutes, Rules of Procedure, or General Assembly decisions
- Complaints about violations of RCRC Movement rules and Fundamental Principles
- Sensitive complaints including sexual exploitation and abuse, fraud, and breaches of the Code of Conduct. These are treated with strict confidentiality and fast-tracked through the process.
- Governance disputes that cannot be resolved through other means
MRC's Complaints and Appeals Mechanism
MRC is committed to maintaining a secure, responsive, and accessible complaints system - one that communities, partners, and personnel can trust. Complaints received by the Committee are also used as feedback to improve MRC's Programmes and Services, working methods supporting a culture of continuous learning and accountability within the organization.