Our Management Process
A transparent and efficient 8-step system to address your concerns
Step 1: Registration
Complaint registration in the system within 2 days of receipt.
Step 2: Assessment
Evaluate and process complaints by ranking based on priority and importance.
Step 3: Confirmation
Acknowledge receipt of the complaint within 3 days of receipt.
Step 4: Communication
FIE communicates with the complainant in writing with possibility of appeal within 7 days.
Fundamental Principles
Our commitment to fair and accessible service
Transparency and Fairness
Easy-to-understand mechanism, transparent and available free of charge.
Accessibility
Accessible to all stakeholders with multiple submission options available.
Proportionality
Mechanism adapted to the scale and specific needs of the FIE.
Quick Resolution
Resolution of all complaints within one month (30 days).
Recording
All complaints are recorded and monitored until full resolution.
Site Visits
Discussions with the complainant and recommended visits for maximum understanding.
Contact Methods
Choose the method that suits you best
In Person
Direct submission at our local offices
By Representation
Submission via NGO or local civil association
Submission via traditional postal service
Send us an email with your complaint details
Phone
Call our hotline to report your complaint
Site Web
Formulaire en ligne disponible 24h/24
Rôles et Responsabilités
Comités Régionaux/Communaux
S'assure du suivi des procédures et participe au processus de résolution des plaintes sensibles.
Récepteurs de Plaintes
Notifie le gestionnaire des plaintes dans les 48 heures suivant la réception.
Gestionnaire des Plaintes
Responsable de l'intégrité générale du système et de la performance globale du processus.
Parties Prenantes
Communiquent leurs commentaires, suggestions et plaintes via le mécanisme établi.