The impact of humanitarian work on communities depends greatly upon the quality of services and accountability of actions both during emergency and non-emergency times.

However, the impact of our activities depends as much on behavioural and professional standards of individuals who work for our organisations. Humanitarian agencies therefore have a duty of care to affected communities and a responsibility to ensure that right-holders are treated with dignity and respect and that certain minimum standards of behaviour are observed. The goal is to create an environment free of sexual exploitation and abuse, harassment and other unacceptable behaviour in humanitarian crisis and development work

Course Aim and Objectives

This course aims to gather professional humanitarian workers from (I)NGOs, UN, donors and government agencies who aim to become experts in complaints handling. It will allow participants to understand the linkages between quality & accountability and handling complaints, from reception to investigation and implementation of the learning. More specifically, at the end of the course, participants have acquired the following skills:

  • Understand the different Q&A initiatives and how they complete each other
  • Explain and apply the 9 Core Humanitarian Standard (CHS) commitments and identify how they contribute to improved humanitarian interventions
  • Explain terminology related to sensitive complaints
  • Understand the global investigative framework including specific skills to conduct interviews
  • Demonstrate a robust knowledge on how to handle complaints, from communication to reception of complaints and subsequent investigations
  • Able to support and manage an ongoing investigation and its follow-up action


The methodology will be very participatory, allowing participants to be involved in a dynamic way at all times through presentations, debates, experience sharing, group work, learning parts, videos. The course will be conducted in English.

Who should Apply

This workshop has been designed for those staff members working to establish and handle complaints system in their organizations or staff members involved in the Prevention of Sexual Exploitation and Abuse (PSEA) as well as investigation sensitive complaints. Applicants fulfilling the following criteria are eligible to participate:

  • Senior and mid-level managers, including project coordinators involved in complaints handling and PSEA
  • Proficiency in English

How to apply

Applicants will be notified/confirmed about their participation by October 30, 2018

When: December 07-10, 2018

Where: Bangkok, Thailand

Registration Fee: US$ 800 (includes facilitation fee, training materials, meals during the workshop and shared accommodation). Participants have to cover their travels & dinners.

Application deadline: Oct 15, 2018

Meet the Trainer

Ms. Ester Dross is an independent consultant with over 25 years of experience, specializing in accountability, prevention of sexual exploitation and abuse, gender and child protection.

Ester had extensive exposure to humanitarian certification systems and accountability to affected populations while working with HAP International as their Complaints Handling and Investigation Advisor, later as their Certification Manager. She has been closely involved in the Building Safer Organizations Project since 2005, dealing with sexual exploitation and abuse of beneficiaries, particularly focusing on gender and child protection. Over the last 6 years and since working as an independent consultant, Ester has been leading a pilot project for FAO on accountability and gender mainstreaming in emergencies and working with numerous NGOs including ACT Alliance members, supporting and training their staff on gender issues, child protection, accountability, complaints handling and investigations. She is an experienced investigator herself and has conducted investigations in Asia, South America, Africa and Europe.


CWSA reserves the right to cancel or postpone the course if circumstances require. Registered participants will be informed with 100% fee refund. However, if the participant wishes to cancel the registration, he/she requires informing CWSA office at least one month in advance or else the fee will not be refunded.


CWSA shall not be made liable for any damage, loss, illness, injuries or death that may occur to or be caused by the participants during the course of training or travel to and from the training venue.

For further details, please contact:

Mr. Rizwan Iqbal
Contact: +92 51 2307484