Reporting a complaint & handling procedure

To file a complaint, please email complaints@elsc.support
See below for details on the reporting and handling process.

Our complaints process is designed to be accessible, fair, confidential, timely, and accountable, ensuring it is easy to use and understand, treats all parties with impartiality and respect, safeguards confidentiality by sharing information only as necessary, resolves issues efficiently, and takes responsibility for mistakes while working to prevent them in the future.

How to file a Complaint

Email: complaints@elsc.support
If you need help making a complaint—for example, due to a disability or language barrier—please let us know and we will make appropriate adjustments.

What to Include in Your Complaint

To help us address your concerns effectively, please provide:

  • Your name and preferred contact details 
  • A clear description of the issue 
  • Dates and names of anyone involved (if known) 
  • Any relevant documents or evidence 
  • The outcome you are seeking (e.g. apology, explanation, service review) 

Handling procedure and timeline

Step 1: Acknowledgement

A Committee consisting of the Chief of Operations, the Chief of Legal and the department Head of Monitor and Research receives and handles complaints. We will acknowledge receipt of your complaint within 7 working days, confirming who is handling it and expected timelines.

Step 2: Investigation

A designated manager (not involved in the issue) will investigate your complaint, which may include reviewing records, speaking with staff, and requesting further information from you. This process is usually completed within 15 working days after the acknowledgement. The investigation may be carried out internally or externally.

Step 3: Response

We will provide a written response detailing:

  • The outcome of the investigation 
  • Any actions taken or proposed 
  • Information about next steps, including your right to escalate 

If the matter is complex and more time is needed, we will inform you and update you regularly.

4. Escalation Process

If you are dissatisfied with our response, you can request an internal review from the Executive Director. This must be requested within 20 working days of our response.

If the matter remains unresolved, external options may include:

5. Continuous Improvement

All complaints are logged and reviewed annually to identify trends, improve training, and refine our support services.

6. Contact

For questions about this policy or assistance in submitting a complaint, please contact us at complaints@elsc.support