[ENDING AIDS] MAC CARE INCIDENT REPORTING SYSTEM- YOU ARE NOT ALONE

Friday March 17th, 2023: We are delighted to introduce you to MAC Care, an online communication channel for our community on any issues related to HIV & AIDS in Malaysia. Responding swiftly to discrimination and injustice is critical for a human rights centered #HIV response. With the system already in the pipeline in paper format since 2014, the MAC Care system will now be an online Incident Reporting channel for people to lodge complaints and provide feedback to MAC on matters related to HIV & AIDS in Malaysia and Stigma & Discrimination faced by the Community.

HIV issues related to stigma, discrimination and human rights violations are critical and will continue to be a major concern for Key Populations. A lot still needs to be done to address the sources of the issue, which are stigma and discrimination. This system is created to reach out to the community and find out how we can help.

Click here to file your report with MAC Care.

GUIDELINES FOR REPORTING: 

1. An incident occurs – incidents are events which affect the service delivery of PO. Examples are Stigma and discrimination or human rights violations experienced by clients, police raids and arrests, etc.
2. Caseworker documents with relevant information and evidence i.e. client statement, photos, etc.
3. Caseworker reports the incident to Programme Manager (PM). PM investigates and verifies the validity of the report. If the case is valid, the PM will take the necessary actions to resolve the issues. If the report is not valid, the case will be closed and a copy of the incident report is submitted to the Programme Team at MAC.
4. Programme Manager will attempt to resolve the case at the District or State Level. PM must keep the MAC Programme team informed at all times. If the case is resolved, an incident report for the case is closed and submitted to MAC. If the case is not resolved, move to Step 5.
5. PM escalates by sending an Incident Report to MAC Programme Team and requests for action. Programme Team to take relevant steps to resolve a case. If the case is resolved PM, an incident report is closed and documented. If the case is unresolved, move to Steps 6 and 7.
6. MAC Programme Team escalates the case to MAC Executive Director for further action.
7. MAC ED takes relevant steps to resolve the case. If the case is resolved, an incident report is closed and documented. Otherwise, move to Step 8.
8. MAC ED escalates matter to EXCO. MAC EXCO works to resolve incident at the national level with the relevant government agencies and other institutions.
9. Note: At all times, regular updates and feedback will be provided to the complainant, ie: reporting client.