SUMERNET: Reporting and Managing Complaint Guidelines

This document provides a set of procedures for reporting and managing complaints related to the network as part of the continuous efforts by SUMERNET to ensure rigorous and transparent processes in the implementation of our programme activities.

1. Introduction
The Sustainable Mekong Research Network (SUMERNET) is a long-term programme and regional research network to inform and influence policy development on sustainable development in the Mekong Region. The SUMERNET network is guided by SUMERNET Network Members (SNMs), who collectively deliberate on strategic issues that have implications for the whole network. The SNMs delegate their authority in taking strategic decisions to SUMERNET Steering Committee (SSC). The SUMERNET Secretariat (SS) hosted at Stockholm Environment Institute (SEI) provides the day-today management, coordination and technical support to the network under the direction of the SSC. The network currently consists of more than 300 members who are engaged with various activities under SUMERNET.

SUMERNET is a voluntary, non-legally binding professional network, which strives to achieve transparency and maintain high ethical standards in the operations of its programmes. Since SEI serves as the Secretariat and has a legal status, it represents the network in entering into various agreements with the donors and other parties for SUMERNET programmes. Following the endorsement by the SSC, several procedures and guidelines of SEI are currently used to ensure rigorous and transparent processes in the implementation of the programme activities. This includes but is not limited to e.g. SEI Code of Conduct, SEI Procurement Instruction, SEI Anti-corruption Strategy including Action Plan, SEI Whistleblowing guidelines.

SUMERNET has an open communications approach and continuously strives to improve its processes and outcomes as such seeking continous constructive feedback.