Complaints and Feedback Policy

Beneficiaries, applicants, donors, volunteers, staff, partners, suppliers, community members and other third parties may submit questions, suggestions, feedback or complaints about Destek Ol’s activities, staff, partners, website or services.

Service quality, access, delays or communication problems.

Beneficiary selection, distribution, incomplete delivery or allegations of discrimination.

Suspected ethical violations, conflicts of interest, bribery, fraud, irregularities or diversion of funds.

Allegations involving PSEA, child protection, safeguarding, harassment, violence, abuse or retaliation.

Complaints about personal data, privacy or information security.

Errors or misleading information in site content, or unofficial payment requests.

General submissions may be sent to info@destekol.org or to Taşdelen Mah. Buket Sokak, Dış Kapı No: 1-3, İç Kapı No: 38, Çekmeköy / İstanbul. If a sensitive submission concerns the person managing the general email account or the management, it may be sent to the postal address in a sealed envelope marked “For the attention of the Board of Directors – CONFIDENTIAL” (“Yönetim Kurulu Dikkatine – GİZLİ”).

Where possible, describe the incident or problem, the date or approximate date, the relevant project or page, any relevant person or organization, and a safe way to contact you. Providing evidence is not a condition for making a submission. Do not share passwords, CVVs, unnecessary copies of identity documents or sensitive data unrelated to the incident.

Submission information is shared only with authorized people who need to know it for their duties. Mandatory legal reporting and urgent safety requirements remain applicable. Aid must not be withdrawn, and threats, exclusion or other retaliation must not be imposed because of a good-faith complaint, report, testimony or participation in a review.

Reports involving sexual exploitation and abuse, child safety, violence, serious fraud, sanctions/AML risk or serious data breaches are not handled as routine service complaints. Safety and immediate risk are assessed first; the case is referred with restricted access only to authorized protection, compliance, legal or management channels.

Submissions are recorded, their subject and risk level identified, and they are referred to an authorized person without a conflict of interest and reviewed using the available information. Additional information is requested and appropriate corrective action taken when necessary. Information about the outcome or process is provided to the person making the submission to the extent permitted by its nature and confidentiality requirements.

Personal data processed in connection with complaints and feedback are used only to assess the submission, ensure safety, meet legal obligations and carry out necessary follow-up, with restricted access.