Safe, confidential channels for beneficiaries, partners and staff to raise complaints and feedback.
Why
Accountability to the communities we serve is core to our work. Everyone has the right to complain or give feedback without fear or any effect on their access to services.
How to submit a complaint
- Email: [email protected]
- By phone or in person at the organization's offices.
- Complaint boxes at distribution and activity sites.
- Through the contact form on this website.
- Complaints may be submitted anonymously.
Our commitments
- Acknowledge receipt within 3 working days.
- Handle ordinary complaints within 14 days; sensitive ones (exploitation, fraud, protection) immediately via a dedicated track.
- Inform the complainant of the outcome when known.
- Protect privacy and prevent retaliation.
Escalation
If you are not satisfied with the outcome, you may request a review by senior management or report to the donor or the competent government authority.