Complaint and Feedback Mechanism CFM Hotline Pilot project

Complaint and Feedback Mechanism (CFM) Hotline Pilot project in Kassala Refugee camps, Eastern Sudan

WFP’s 10 core Humanitarian Principles n Humanity n Self-reliance n Neutrality n Professionalism n Impartiality n Participation n Accountability n Capacity Building n Respect n Co-ordination Accountable first and foremost to people affected by crisis • Humanitarian Accountability focuses on accountability to beneficiaries and the communities in which we work

Accountability to Affected Populations (AAP) • PARTICIPATION Making sure that the women, and children affected by a disaster are involved in planning, implementing, and judging our response to their disaster - Good Enough Guide • RESPONSIBLE USE OF POWER Accountability is the means by which power is used responsibly. Being accountable to beneficiaries requires that humanitarian agencies take account of beneficiaries’ opinions, concerns, suggestions, and complaints - Humanitarian Accountability Partnership Standard

Operationally, WFP focuses on the following three areas: • Information provision: Providing accurate and timely information to AP about WFP’s assistance and services. AP need information accessible to all (diversity characteristics) • Participation: Enabling AP, including the most marginalized, to play an active role in the design, implementation, and monitoring and evaluation of a project / FGD, community consultations • Complaints and feedback mechanisms (CFMs): Mechanisms that provide users with safe means to voice complaints and provide feedback on areas relevant to WFP operations

Accountability is quite simple if you…. Ask People Revise if needed Check it Listen to them Share ideas with them Want Quality!! DO it Agree on appropriate response

Several CFM types (separate or combined) • Community Help Desk (CHD) • Hotline • Suggestion or Complaint Box • Logbooks • Office Day • Mail

Hotline pilot project in Kassala: Key components 1. A Hotline, that beneficiaries and non-beneficiaries can call or SMS to request information, lodge a complaint, or provide feedback. The hotline is answered by an Operator based at CO level 2. An online CFM database system in which all calls are logged, categorized, forwarded and follow-up is recorded. 3. Complaint Focal Points at CO and AO level responsible for regularly reviewing and addressing the complaints and feedback received, with full or limited access to the database

The life cycle of a complaint Beneficiary Telephone operator Focal Point Approving Authority Approves & Closes

Who can use this system & for What? Beneficiaries Non-beneficiaries Authorities (HAC, COR, NISS) Complaints Feedback Information v Only related to WFP Programmes

What are the impact and value of a hotline/CFM for WFP operation? • CFMs help us understand our programs from the beneficiaries’ perspective • They provide us with the necessary information to adjust programs in order to best meet beneficiaries’ needs • Benefits: Increasing dignity and empowering of stakeholders, deterring of harmful behaviors (abuse, corruption, theft), increased transparency and trust with communities, better targeting, improved programming • They contribute to improving the quality and durability of our assistance

Thank you!