UNITED NATIONALS COUNTRYLESS CHILDREN (UNCC)

SAFEGUARDING AND COMPLAINTS HANDLING POLICY

Organisation: United Nationals Countryless Children (UNCC)
Registration Number: 9044
Permit Number: 1435
Head Office: Arua Office, opposite Mosque Pagisa Ward, Arua – Terego District, Uganda
Email: operation@unccs.org
Website: www.unccs.org

1. Introduction

United Nationals Countryless Children (UNCC) is a humanitarian and community-based organisation committed to protecting the dignity, safety, and wellbeing of vulnerable people, particularly children, seniors, displaced individuals, and vulnerable families.

UNCC recognises that safeguarding and accountability are fundamental to ethical humanitarian work. This policy establishes the organisation’s commitment to preventing harm, addressing misconduct, and ensuring that any complaints or safeguarding concerns are handled professionally, fairly, and confidentially.

This policy applies to all UNCC staff, volunteers, partners, board members, consultants, contractors, and any individuals acting on behalf of UNCC.

2. Policy Purpose

The purpose of this policy is to:

• Protect children and vulnerable adults from abuse, neglect, exploitation, or harm
• Promote a culture of accountability and transparency within UNCC
• Provide clear procedures for reporting complaints or safeguarding concerns
• Ensure complaints are handled fairly, confidentially, and promptly
• Comply with humanitarian principles, safeguarding standards, and applicable national laws

3. Scope of the Policy

This policy applies to:

• UNCC staff members
• Volunteers and community workers
• Board members and management
• Contractors and consultants
• Partner organisations and service providers
• Beneficiaries and community members interacting with UNCC

The policy applies to all UNCC operations including:

• Community programs
• Refugee settlement programs
• Child protection activities
• Seniors welfare programs
• Education support programs
• Emergency humanitarian assistance

4. Safeguarding Commitment

UNCC has a zero tolerance policy towards:

• Sexual exploitation and abuse
• Sexual harassment
• Child abuse or neglect
• Exploitation of vulnerable adults
• Any form of physical, emotional, or psychological harm

All individuals working with UNCC are required to uphold the organisation’s safeguarding principles and ensure that their actions always protect the best interests of beneficiaries.

5. Definitions

Safeguarding

Safeguarding refers to policies, procedures, and practices designed to protect children and vulnerable adults from harm, abuse, exploitation, or neglect.

Child

Any person under the age of 18 years.

Vulnerable Adult

An adult who may be unable to protect themselves due to age, disability, illness, poverty, displacement, or social vulnerability.

Sexual Exploitation

Any abuse of a position of power or trust for sexual purposes, including exchanging money, goods, or services for sexual acts.

Complaint

Any expression of dissatisfaction regarding the actions, services, behaviour, or decisions of UNCC or its representatives.

6. Safeguarding Principles

UNCC safeguarding practices are guided by the following principles:

Best Interests of the Child
All actions concerning children must prioritise the child’s safety, dignity, and wellbeing.

Do No Harm
UNCC programs must avoid causing harm or increasing vulnerability.

Respect and Dignity
All individuals must be treated with respect regardless of age, gender, nationality, religion, or social status.

Accountability
UNCC is accountable to the communities it serves and must respond to complaints responsibly.

Confidentiality
Information related to safeguarding or complaints must be handled sensitively and shared only with authorised persons.

7. Code of Conduct Requirements

All UNCC staff and volunteers must:

• Treat all beneficiaries with respect and dignity
• Protect children and vulnerable adults from harm
• Avoid any form of exploitation or abuse
• Report any safeguarding concerns immediately
• Follow UNCC safeguarding and protection policies

Staff and volunteers must not:

• Engage in sexual relationships with beneficiaries
• Exchange assistance for sexual favours
• Use physical punishment or humiliating behaviour
• Discriminate against beneficiaries
• Abuse their position of authority

8. Complaints Handling Framework

UNCC encourages beneficiaries, community members, partners, and staff to report concerns or complaints.

Complaints may include concerns related to:

• Poor service delivery
• Staff misconduct
• Safeguarding violations
• Misuse of resources
• Discrimination or harassment
• Fraud or corruption

All complaints will be taken seriously and addressed appropriately.

9. Complaints Submission Channels

Complaints can be submitted through the following channels:

Mail

Complaints Officer
United Nationals Countryless Children (UNCC)
P.O. Box 234
Arua – Terego District
Uganda

Email

operation@unccs.org

In Person

Complaints may be submitted directly at UNCC offices or to authorised UNCC representatives.

Safeguarding Reports

Safeguarding concerns may be reported to:

safeguarding@unccs.org

Where immediate danger exists, local authorities or law enforcement may also be contacted.

10. Complaint Handling Process

When a complaint is received, UNCC will:

1. Acknowledge the Complaint
The complainant will receive confirmation that their complaint has been received.

2. Assessment and Investigation
The complaint will be reviewed and assessed by authorised UNCC management.

3. Investigation
If necessary, an investigation will be conducted in a fair and impartial manner.

4. Resolution
Appropriate actions will be taken based on the findings.

5. Feedback
Where possible, the complainant will be informed of the outcome.

11. Protection of Complainants

UNCC ensures that individuals who report concerns will:

• Be treated respectfully
• Not face retaliation or intimidation
• Have their confidentiality protected
• Receive appropriate support if required

12. Confidentiality and Data Protection

All complaints and safeguarding reports will be handled with strict confidentiality. Information will only be shared with authorised individuals involved in the investigation or resolution process.

Records will be securely maintained by UNCC management.

13. Disciplinary Action

If an investigation confirms misconduct or safeguarding violations, UNCC may take appropriate actions including:

• Verbal or written warning
• Suspension from duties
• Termination of employment or volunteer status
• Reporting to authorities where required by law

14. Responsibilities

UNCC Board and Leadership

• Ensure safeguarding policies are implemented
• Monitor compliance with safeguarding standards
• Provide oversight of complaint procedures

UNCC Staff and Volunteers

• Follow safeguarding policies
• Report concerns promptly
• Protect beneficiaries from harm

Community Members and Beneficiaries

• Report concerns or complaints when they arise
• Cooperate with investigations if required

15. Policy Review

This policy will be reviewed every two years or earlier if required to ensure compliance with:

• National laws
• Humanitarian safeguarding standards
• Organisational operational needs

16. Approval

This policy has been approved by the leadership of United Nationals Countryless Children (UNCC) and is effective from the date of approval.

Approved by:
Country Director – UNCC

Date: ___________________

Signature: ___________________