Complaints & feedback

Complaints & Feedback

If something we did was wrong, unfair or simply not good enough, we want to hear it. This page explains how to tell us, what we do with it, and where to go if our answer does not satisfy you.

Who can complain

Anyone: participants and volunteers, applicants who were not selected, parents and guardians, families and carers of participants with disabilities, partner organisations, sending organisations, neighbours and members of the public, and our own members and volunteers.

What this covers

• The way an activity, placement or selection was run
• The conduct of our members, volunteers, trainers or partners
• Accommodation, food, travel arrangements or allowances on a hosted placement
• Accessibility and inclusion — including how well we adapted an activity for a participant with a disability
• Anything you were promised that did not happen

Concerns about the safety or wellbeing of a participant — particularly anyone under 18 or a person with a disability — are handled under our safeguarding policy instead, which has a faster route.

How to complain

Email contact@evec.org.mk with:

• what happened and when
• who was involved, if you know
• the project or activity name, and its reference number if you have it
• what you would like us to do about it

You can write in Macedonian or English. If writing is difficult for you, say so and we will arrange another way.

What happens next

• Within 3 working days — we acknowledge your complaint and tell you who is handling it.
• We look into it, which usually means speaking to the people involved and checking our records.
• We write back with our findings, what we are changing, and what we cannot change — and why.
• If the investigation needs longer, we tell you that and give you a date.

We keep a record of complaints and what we did about them, so that patterns are visible and we can improve.

If our answer does not satisfy you

For activities funded by Erasmus+ or the European Solidarity Corps, you can take it to the National Agency for European Educational Programmes and Mobility (MK01) in Skopje, which supervises our European Solidarity Corps Quality Label (Hosting & Supporting, valid to 31/12/2027, OID E10119353 — verifiable on the European Youth Portal).

If your complaint is about how we handled your personal data, you can contact the national authority for personal data protection in North Macedonia — see our privacy notice. The data controller is EVEC Kocani, EMBS 6938566, Ul. Boris Trajkovski 42, 2300 Kocani.

Anonymous complaints

You can complain without giving your name. We will still look into it, but we may not be able to investigate as thoroughly, and we will have no way to tell you the outcome.

Responsibility

Accountable person: Blagoj Ristov, President and legal representative of EVEC Kocani — European Voluntary and Educational Center Kocani, a citizens’ association registered in North Macedonia, EMBS 6938566. Registered office: Ul. Boris Trajkovski 42, 2300 Kocani, North Macedonia. Complaints concerning our branch offices in Stip, Strumica, Delcevo and Lozovo are handled in the same way, through the same address.