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BENEFICIARY FEEDBACK & COMPLAINT MECHANISM

BENEFICIARY FEEDBACK & COMPLAINT MECHANISM

HUMAN ASSISTANCE FOR DEVELOPMENT INITIATIVE (HADI)
Accountability to Affected Populations (AAP) Mechanism
Effective Date: [Date]
Version: 1.0

1. OBJECTIVE

To provide safe, accessible, and responsive channels for beneficiaries and communities to give feedback, make complaints, and seek information about HADI's work.

2. ACCESSIBLE CHANNELS

Multiple, community-appropriate channels will be established:

  • Complaint & Suggestion Boxes: Installed at HADI office and in prominent, accessible locations in each target community. Locked, with forms and pencils provided.

  • Dedicated Hotline: A mobile number (e.g., 0300-XXXXXXX) operational during business hours. Voicemail after hours.

  • In-Person: To designated staff (Field Officers, Community Mobilizers) who will record feedback on the Feedback Form.

  • Community Meetings: Regular forums where feedback is solicited.

3. WHAT CAN BE REPORTED

  • Concerns about program quality, fairness, or exclusion.

  • Complaints about staff behavior (including safeguarding concerns).

  • Requests for information.

  • Suggestions for improvement.

4. RESPONSE PROTOCOL

  • Registration: All feedback/complaints logged in the Central Feedback Register by the AAP Focal Point (Manager PMER).

  • Acknowledgement: Complainant receives acknowledgement within 48 hours.

  • Assessment & Action: Categorized and assigned for investigation/resolution. Safeguarding complaints are TOP PRIORITY and go directly to the PSEA/Child Protection Focal Point.

  • Resolution & Feedback: Aim to resolve within 15 working days. Complainant is informed of the outcome.

  • Analysis: Trends analyzed quarterly to improve programs.

5. CONFIDENTIALITY & PROTECTION

  • Identity of complainants will be kept confidential.

  • Strict non-retaliation policy.

Annexures: Feedback/Complaint Form (simple, pictorial), Central Feedback Register, Response Flowchart.

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