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United Republic of Tanzania  
  • Mwl. Julius K. Nyerere
  • Sheikh Abeid Amani Karume
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Home HOW DO I Lodge Complains
Ministry of Health,Community Development, Gender, Elders and Children

Ease of Access

This complaints process refers specifically to the Retention Homes for children but is also relevant to all public or NGO services to children and families. If the complaint is related to physical, sexual, mental or emotional abuse of a child, then the relevant Child Protection Policy and Child Protection Procedures should be applied. These guidelines are issued in accordance with Rule 49 of the Retention Home Rules.


  • Any citizen can file complain


  • The Organization is obliged to investigate the complaints.
  • The complaints process must be accessible to children and their parents or guardians.
  • The system must be explained to parents and children and must be easily understood, including the option of contacting the Welfare Committee.
  • Complaints should be investigated and resolved as quickly as possible.
  • The final response to formal complaints must be given in writing to the complainant.
  • Children should have the result of the complaint fully explained to them, in a manner that they can understand.


  • All complainants are entitled to appeal against the outcome of a complaints investigation where the complainant remains dissatisfied.
  • Children shall never be disciplined or be the subject of unfavorable treatment as a result of making a complaint.
  • The best interests of the child shall be the primary consideration in the implementation  of the complaints process and in all decisions taken.
  • Bodies responsible for Implementing the Complaints Mechanism, the Retention Home, Department of Social Welfare Headquarters (DSW HQ) and Welfare
Source: Government Portal Content Team, Last Reviewed on: 23-11-2015
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