Welcome to Awaaz Afghanistan, a humanitarian helpline connecting Afghans (IDPs, returnees) and refugees affected by conflict and natural disaster with the assistance they need. We are a toll-free, confidential hotline that anyone with access to a mobile phone in Afghanistan can call for free to access information on and register feedback about the response.
Open seven days a week | Female and male agents available | Agents speak Dari, Pashto, Urdu, English, and more.
“Receiving feedback from affected populations on our programmes helps us to shape and improve our assistance services.”
Senior Monitoring Officer of DACAAR responds to a case flagged and shared by Awaaz
After receiving and confirming a retroactive report of diversion (of chickens) on the community level, DACAAR was able to apply lessons learned to ensure current and future assistance will reach their target audience.
“With the help of Awaaz we could finally solve our issue. I will always call 410 if I have a problem again.”
A community of more than 200 families has faced water access issues for the past two years. Awaaz connected the caller with the relevant ministry which sent an assessment team to the village. Confirming a severe need for water. A few weeks later, the ministry completed the construction of a water supply canal, giving the community access to safe drinking water.
Male host community caller / November 2018
“I am new to this province and did not know where to go, what to do or who can help me. AWAAZ called me and checked with me on my problems. That made me very happy.”
Returning an abandoned call, Awaaz connected with the young woman. Together with her children and husband, the young mother was displaced from Kapisa due to conflict in her area of origin. Since arriving in Kabul in August, her husband remains unemployed, with no money for food. Awaaz provided her with the information she needed to register for assistance.
Female caller IDP caller / November 2018
“With the help of Awaaz, I could register our complaint and finally receive an answer.”
After receiving a retroactive report of diversion that affected the implementation of a livelihood assistance project from two years ago, Awaaz referred the case to the respective organisation. Following investigations into the case, representatives of the organisation confirmed the allegations, apologised to the community, and vowed to apply lessons learned to ensure current and/or future deliveries reach their target audience.
Male host community caller / November 2018
“We are so happy about the good changes in our village after calling Awaaz.”
Awaaz directly referred a caller to the respective organisation after receiving a report of food diversion in the area. Within a few days, the partner sent a representative to the community to meet with the caller and to assess and verify the information received. In consultation with the community it was agreed to change the procedures for the distribution of assistance in the future to avoid any further cases of diversion.
“In working with Awaaz Afghanistan, the ACF team has benefited in three areas of professional capacity. Firstly, the addition of a second external number from Awaaz on our hotline cards has increased our transparency at the local level, as communities are slowly beginning to trust more these resources and see ACF facilitating communities to provide feedback and/or complaints as a mark of notable transparency. Secondly, the time that our Accountability and Learning Manager has spent in working directly with the Awaaz team has increased her professional motivation and interests which is easily seen in the increased level of quality within our internal reporting, and Thirdly, as Co-Chair for MHPSS WG, being able to share mapping with Awaaz on MHPSS actors has supported response to time sensitive needs on the ground, and overall increase all stakeholders’ capacity to be front line responders. On a final note, having an MoU signed with Awaaz supports our concerns regarding data confidentiality and protecting the rights and voices of callers to our hotline. Awaaz were responsive to our feedback on the MoU and we trust their commitment data protection.”
Felicity Butterly, Deputy Country Director / Programmes Afghanistan Action Contre La Faim (ACF)
“No one can cheat us anymore as now we have Awaaz - an organisation who listens and raises our voice.”
In September 2018, an international-returnee registered a complaint that an organisation, despite previous agreement, was not providing the remaining assistance amount of USD 100$ to construct his transitional house, after having been provided with the first tranche a few months before. His numerous follow-ups with the responsible organisation proved unsuccessful. Awaaz shared his issue with the mentioned organisation and within two weeks, the representative of the organisation visited the caller, providing him with the remaining assistance to which he was entitled.
“Through the information shared by Awaaz, we were able to identify a group of approximately 150 newly displaced households and assist them through mobile health teams.”
The Health Cluster Coordinator responds to a case flagged and shared by Awaaz.
“My community is thankful to Awaaz Afghanistan for swiftly flagging our issue to partners and for the very quick response by food partners.”
In July, an adult male from Badghis province called Awaaz on behalf of his community, which has faced the double burden of drought in and increased displacement to their area for the past six months. Hundreds of people have been displaced to his water-stricken area, which now accommodates more than 3,000 families. Due to the ongoing drought in the region, their lands have been destroyed, livestock has been reduced, and food supplies are depleting. In response to Awaaz Afghanistan’s immediate referral to the Food and Security and Agriculture Cluster (FSAC), male and female staff from WFP conducted a needs assessment in the area, promising to share food within a week.
“For our work it is very useful to receive this real-time data, self-reported by persons directly affected so we can advise our partners to shape their response in line with the current needs (where appropriate).”
Food Security and Agriculture Cluster Coordinator responds to information shared by Awaaz.