Complaints and Feedback Procedure

• Programme quality, exclusion, disrespectful conduct, unclear communication or failure to deliver an agreed service.
• Community meetings, field diagnostics, training, demonstration sites, research, partner activities or use of AFRDA’s name.
• Safeguarding concerns, harassment, exploitation, discrimination or other harm.
• Misuse of funds or assets, fraud, bribery, theft, false reporting or other financial irregularity.
• Procurement concerns, unfair supplier treatment, collusion or conflicts of interest.
• Misuse of personal information, photographs, stories or confidential records.
• Recruitment, volunteering, internship or consultancy concerns.
• Suggestions, compliments and positive feedback.

Employment grievances may be handled under internal human resources procedures. This does not prevent a staff member from using the safeguarding, whistleblowing, privacy or other appropriate reporting channel where the subject requires it.

• Accessibility. Feedback may be given through more than one channel and in a form that is reasonably understandable and usable.
• Respect. We listen without intimidation, blame or retaliation.
• Fairness. The complainant and any person complained about are treated impartially and given an appropriate opportunity to be heard.
• Confidentiality. Sensitive information is restricted to people who need it to respond safely and fairly.
• Responsiveness. We acknowledge, assess and address complaints within reasonable target times.
• Learning. We analyse patterns, implement corrective action and use feedback to improve programmes and systems.

A complaint can be made anonymously. Anonymous complaints will be reviewed, but the absence of contact details or specific information may limit investigation and the ability to provide an outcome.

• What happened and what the complainant expected to happen.
• The programme, activity, location, date and people involved, where known.
• Any immediate safety or confidentiality concerns.
• Documents, messages, photographs or witness information that may assist, if safely available.
• The preferred outcome or remedy.
• How and when the complainant can be contacted, unless the report is anonymous.

A complainant is not required to prove an allegation before reporting it. AFRDA may request further information, but it will avoid asking a person to repeat distressing details unnecessarily.

1. Receive and record the complaint respectfully, with an appropriate confidentiality level.
2. Acknowledge receipt where contact details are available.
3. Assess urgency, safety, conflicts of interest and the correct route for handling the matter.
4. Refer specialised matters promptly, including safeguarding, fraud, procurement, privacy, employment or legal concerns.
5. Gather and assess relevant information fairly and proportionately through an authorised person without a conflict of interest.
6. Communicate the outcome or progress where possible and appropriate.
7. Implement and track corrective action, remedy, apology, referral, disciplinary or contractual action, or system improvement where justified.
8. Close the matter with a record of the outcome and lessons learned.

These are service targets, not guarantees. Complex matters, legal restrictions, safety risks, lack of information or the involvement of external authorities may require more time. AFRDA should explain significant delays where it is safe and appropriate to do so.

• Information is shared only with authorised people who need it to assess and respond.
• Absolute confidentiality cannot be promised where disclosure is necessary to protect someone, comply with law or investigate serious wrongdoing.
• No person should be threatened, excluded, dismissed, denied assistance or otherwise disadvantaged for making a genuine complaint or cooperating with a process.
• Knowingly malicious or deliberately false allegations may be addressed, but a complaint that is not substantiated is not automatically malicious.

Investigations are proportionate to seriousness and complexity. Affected persons are given a fair opportunity to respond unless this would create a safety risk or compromise the process. Outcomes may include an explanation, apology, service correction, re-performance, referral, repayment, policy change, training, disciplinary action, contract action or no further action where evidence is insufficient.

A complainant who is dissatisfied with the handling or outcome may request a review within 15 working days of receiving the outcome. The review should be conducted by a person or body with greater authority and no prior material involvement, such as the Executive Director, a Board-designated committee or an independent reviewer. AFRDA aims to acknowledge a review request within five working days and communicate the review outcome within 20 working days where reasonably possible.

AFRDA records complaints securely, monitors trends and reports appropriately to management and the Board. Public or donor reporting may include anonymised complaint themes, actions and improvements, but will not expose complainants, survivors, witnesses or confidential investigations.