Water Consults is committed to protecting your personal data and handling it with the utmost care. We are dedicated to safeguarding any personal information we obtain from you, whether you are a client, partner, trainee, volunteer, or anyone who interacts with us.

This Privacy Policy outlines how and why we collect, use, and protect your personal data when you engage with us in any of these roles.

If you work with us in another capacity—such as enrolling in a specific program, attending an event, applying for a job, or being an employee—there may be a separate Privacy Policy that explains how we handle that data.

Our Mission and Vision – Water Consults

Water Consults is dedicated to providing innovative and sustainable water management solutions, focusing on enhancing water security and resilience in the face of water challenges. We offer specialized consultancy services to support governments, NGOs, and the private sector in addressing critical water issues.

Our clients and partners help us achieve this by:

  • Engaging our consultancy services in water resource management, climate change adaptation, and independent project evaluation and monitoring.
  • Participating in our capacity-building programs and training sessions to enhance knowledge of sustainable water management strategies.
  • Collaborating with us on research and projects aimed at developing sustainable and effective solutions for water and sanitation challenges.

We take proactive steps to ensure that our clients and partners are well informed about how they can contribute to our vision of achieving more efficient and sustainable water resource management.

Legal Basis for Data Collection and Processing – Water Consults

Data protection laws outline several legal grounds that allow organizations to collect and process your personal data. Whenever we collect your personal information, we will always clarify what data is necessary and for what purpose.

Water Consults relies on the following legal bases for its activities:

1.

Consent

Whenever possible, we will seek your consent before sending you any information related to our services or activities. This will be done through a clear statement outlining the type of information you will receive, allowing you to choose your preferred communication channels.

For example, if you register for one of our workshops or events, we will ask for your permission to keep you informed about new projects, consultancy services, and updates related to water and environmental issues. You will also have the option to choose how you would like to receive these updates, whether via email, SMS, or phone.

2.

Legitimate Interest

In certain cases, we process your data to pursue our legitimate interests in a reasonable manner that does not significantly impact your rights, freedoms, or interests. Water Consults relies on this legal basis for:

  • Sending direct communications via email or phone to keep our partners and clients informed about the latest projects, studies, and consultancy services.
  • Providing updates on upcoming events, training programs, or opportunities relevant to your field.
  • Analyzing past interactions with our services to ensure we deliver content that is more relevant and effective for your needs.
  • If you have subscribed to our newsletters, we may use your details to present water and sustainability-related content on social media platforms such as Facebook or LinkedIn.
  • Identifying companies and organizations that may be interested in collaborating with us on water and sustainability projects.

You can opt out of these communications at any time by using the available preferences in our messages.

3.

Legal Compliance

In some cases, we may be required to collect and process your data to comply with legal requirements.

For example, if you are part of a consultancy contract or official collaboration with Water Consults, we may need to collect certain data for financial reporting or regulatory compliance purposes.

4.

Public Interest

In limited circumstances, we may use your data when it serves the public interest. This may include:

  • Assisting in the prevention of fraud or misuse of resources.
  • Ensuring that our practices uphold principles of equality, diversity, and transparency.
  • Protecting the safety of individuals interacting with us by applying appropriate security and privacy standards.

We are committed to processing your data securely and transparently, and we always provide you with options to control how your information is used. If you have any questions regarding our Privacy Policy, you can contact us via the "Contact Us" button available on our website.

Data Protection and Security – Water Consults

We ensure that appropriate technical safeguards are in place to protect your personal data. For example, our electronic forms are always encrypted, and our network is secured and regularly monitored to maintain the highest levels of security.

We also conduct regular reviews of data access permissions to ensure that your information is only accessible to properly trained and authorized staff and collaborators.

In some cases, we work with third-party companies to collect or process personal data on our behalf. Before engaging with any of these companies, we conduct thorough due diligence to ensure they comply with our privacy and security standards. Additionally, we establish clear contractual agreements that define our strict requirements regarding the management of personal data, whether collected or accessed on our behalf.

We have a robust framework for monitoring our partners to ensure compliance with these contractual obligations. Furthermore, these entities—referred to as "data processors"—are also legally responsible for how your data is handled, providing you with an additional layer of protection and ensuring your privacy is safeguarded.

Feedback and Complaints – Water Consults

At Water Consults, we value your feedback and are committed to handling complaints effectively to ensure a fair and consistent response. Our Client Relations Department is responsible for addressing complaints related to our consultancy services, except for those associated with our partnerships or collaborating entities.

How to Contact Us for a Complaint
You can reach us through the following channels:

  • Phone: +962-799-788-138 (Available from [09:00 am] [05:00pm])
  • Email: info@waterconsults.net

Complaints Regarding Consultancy Services
If you wish to file a complaint regarding any of our consultancy services, please contact us
via:

  • Email: info@waterconsults.net

Our Commitment to Complaint Resolution

Through our consultancy services, we aim to support partners and clients in developing sustainable water management solutions. Our complaint-handling approach is based on the following principles:

  • Transparency – We are committed to handling all complaints clearly and fairly, ensuring prompt responses to every inquiry.
  • Respect and Professionalism – We treat all complaints with respect, considering the needs and expectations of our clients and partners.
  • Accountability – We take full responsibility for the quality of our services and continuously work to improve them based on feedback.

Complaint Resolution Process

  • We will acknowledge receipt of your complaint within [3 days] business days.
  • We aim to resolve the complaint within [5 days] days from the date of receipt.
  • If you are not satisfied with the resolution, your complaint will be escalated to a senior officer for further review.

Reporting Misconduct

Water Consults provides a secure channel for reporting any misconduct, unethical behavior, or unlawful practices. Anyone interacting with us—including clients, employees, trainees, and partners—can use our reporting system with complete confidentiality.

  • Email for Reporting Misconduct: info@waterconsults.net
We are committed to protecting the identity of whistleblowers and ensuring that all reports are handled with the highest level of confidentiality and security.

How Do We Keep Your Data Secure?

At Water Consults, we apply the highest security standards to protect your personal data and implement strict technical and organizational measures to ensure its privacy and integrity.

Network and Communication Security: Our online forms are always encrypted to ensure data confidentiality during transmission. Additionally, our network is protected and regularly monitored to detect and address potential security threats.

Access Control to Data: We conduct periodic reviews of data access rights to ensure that your information is only accessible to properly trained and authorized personnel.

Partnerships with External Service Providers: We may engage third-party service providers to collect or process personal data on our behalf. Before partnering with any entity, we conduct a thorough assessment and establish contractual agreements that define security standards.

Complaints Policy

1) Policy Statement

Water Consults is committed to transparency and accountability, using feedback and complaints to improve its services and achieve its consultancy objectives. We welcome all feedback regarding our work and team performance and will handle all complaints seriously through a clear, effective, and fair process to ensure an appropriate response for all concerned parties.

We are committed to:

1. Investigating complaints fairly and appropriately, based on the nature of each case.

2. Making the complaints process accessible to all and ensuring staff understand their roles in addressing complaints.

3. Providing constructive responses, learning from mistakes, and offering apologies where necessary.

4. Reviewing complaints annually and issuing a public summary of lessons learned.

2) Scope and Eligibility

This policy applies to complaints made by external stakeholders who have been directly impacted or are dissatisfied with the standards of services provided by Water Consults or the actions of its staff or contractors.

This policy covers:

  • General complaints about water consultancy services.
  • Complaints related to training, project management, and evaluation reports.
  • Concerns regarding communication or customer service.

This policy does not cover:

  • Disputes over research direction or environmental policies adopted by Water Consults.
  • Complaints from internal staff or contractors, which are handled through HR policies.
  • Complaints regarding partner organizations, which should be directed to them directly.

3) What Constitutes a Complaint?

A complaint is an expression of dissatisfaction about the level of service provided or a decision made by Water Consults that requires a response or corrective action.
  • If an issue can be resolved informally, we encourage direct communication with the responsible team first.
  • If no satisfactory resolution is reached, the complaint may be escalated through the formal channels listed below.

4) How to Submit a Complaint?

Complaints can be submitted through the following channels:
  • Email: info@waterconsults.net
  • Phone: +962-799-788-138
  • Online Complaints Form: [Link to complaints page]
It is recommended that complaints be submitted within three months of the incident to ensure effective investigation and response.

5) Complaint Handling Process

  • Acknowledgment: An acknowledgment of receipt will be sent within [3 days] business days.
  • Investigation & Assessment: All relevant information will be reviewed by the assigned team.
  • Response & Action: A formal response will be provided within [5 days], outlining findings and actions taken.
  • Escalation: If the response is unsatisfactory, the complaint can be escalated to senior management.

6) Key Principles in Handling Complaints

  • Transparency – Clear information on how complaints are handled.
  • Respect & Neutrality – All complaints will be treated fairly and objectively.
  • Accountability – Ensuring appropriate actions are taken based on findings.
  • Confidentiality – Complaints will be handled with discretion, and information will only be shared with relevant personnel.

7) Continuous Learning & Improvement

  • Regular reviews of complaints will be conducted to identify recurring issues and implement corrective measures.
  • An annual report will summarize lessons learned and outline service improvements based on received feedback.

At Water Consults, we are committed to listening to your feedback and improving our services to provide the best water consultancy solutions.

If you have any questions about this policy or how to submit a complaint, please do not hesitate to contact us.