Accountability & complaints
We believe accountability is the foundation of trust. We welcome feedback and complaints from beneficiaries, partners, donors and community members, and handle them confidentially, impartially and seriously.
Our commitments to you
Full confidentiality
Only the designated team sees your complaint, and you may submit it anonymously.
No retaliation
Submitting a complaint will never affect your access to assistance.
Response within 7 working days
We acknowledge, follow up until resolution, and inform you of the outcome if you leave contact details.
Safeguarding
Any report of exploitation or abuse by staff or volunteers is handled with the highest priority.