Our 4 value commitments are:
- we value people;
- we are faithful;
- we are good stewards;
- we serve with integrity.
We seek to apply these value commitments in the interaction with our key stakeholders, including beneficiaries, partners, donors, and colleagues. For that purpose, ZOA’s Integrity Framework was developed, comprising of three main pillars: integrity standards and norms, reporting complaints and addressing complaints.
Pillar 1: ZOA's integrity standards and norms
In line with our value commitments, ZOA is a signatory of the Code of Conduct for the International Red Cross and Red Crescent Movement and Non-Governmental Organisations (NGOs) in Disaster Relief and is committed to the four humanitarian principles: Humanity, Neutrality, Impartiality, and Independence. ZOA realises that in the interaction with its key stakeholders, daily practice is challenging and comes with all kinds of complications that put pressure on applying these value commitments and principles. Therefore, more specific measures are needed for promoting good behaviour in accordance with the value commitments, and for regulating adequate response in case undesirable behaviour occurs or is suspected.
ZOA’s Code of Conduct outlines the standard of behaviour ZOA seeks to promote within the organisation and in the interaction with its stakeholders. The Code of Conduct applies to all contracted staff, volunteers, consultants, and others acting on behalf of ZOA (collectively referred to as staff or employees). They are personally and collectively responsible for upholding and promoting the highest standards of ethical and professional conduct. This responsibility goes beyond working hours at the usual place of employment and is equally applicable when on field trips. All ZOA staff should realise that they are an ambassador for the organisation and the values it stands for. Therefore, it is the responsibility of all staff to adhere to this Code at all times.
Download the ZOA Code of Conduct (pdf, 0,5 MB)
Pillar 2: Reporting complaints
How to report a complaint? ZOA aims to provide a fair, safe and ethically sound working environment to all its staff. The same applies for beneficiaries, partner organisations and other stakeholders ZOA works with in the realisation of its mission. As part of that safe working environment, ZOA encourages staff, beneficiaries and others to come forward with complaints in case they have a concern or negative experience in working with or within ZOA.
ZOA provides an array of options that can be used by staff, beneficiaries, and other stakeholders to file a concern or complaint at the local, country, or global level. In the event an individual feels uncomfortable making use of internal ZOA routes, an independent external agency can be contacted. The document below aims to provide guidance to all involved in the process of addressing complaints. Staff have a separate document regarding reporting grievances.
Download the Complaints Reporting document (pdf, 0,8 MB)
Pillar 3: Complaints handling procedure
What happens after a complaint or grievance is filed? ZOA follows a standardized procedure each time after a complaint or grievance is filed. In this way, ZOA aims to ensure equal and fair responses to all complainants. In this procedure, the confidential nature of complaints and grievances is acknowledged and protected, thus ensuring that complainants can expect and count on a safe follow-up process once they have decided to come forward with their complaint or grievance.
Download the Complaints handling procedure (pdf, 0,6 MB)