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.
“I just needed someone to share my sorrow with. Thank you for listening to me.”
An old man who became disabled due to an attack in his area stated that he did not want any kind of assistance only to share his sadness with someone. While Awaaz’s main purpose is information exchange and to connect affected populations and humanitarian partners, one of its important features is the ability to listen to callers wishing to share their troubles. At the end of the conversation, the caller thanked Awaaz for listening to his story.
“The information shared by Awaaz was very useful and I am grateful for the help.”
After receiving multiple injuries from gunfire, Awaaz connected a caller with organisations whose programmes provide the health assistance he needed.
“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)
“The Afghanistan GBV Sub Cluster works with Awaaz to increase accountability to affected women, girls, boys and men in Afghanistan.”
Niaz Muhammad, Program Coordinator GBV SC, Afghanistan
“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.
“Thank you for the clear guidance on our issue. With your assistance we reached the right people to help us.”
A host community with over 200 families was facing access issues to safe drinking water. Awaaz referred the caller to the Ministry of Energy and Water. After getting in touch with the respective authorities, a team visited the area and surveyed the community. As a result, they have been promised assistance in the provision of safe drinking water. Later in the month, the caller reported that MEW has started the construction of a water canal in their village.
“Through the cases shared by Awaaz, we are getting an actual view of what is happening in the field.”
The Awaaz focal point for the Food Security and Agriculture Cluster responds during a feedback session with Awaaz.
“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.
“I am grateful to Awaaz for the guidance and to its partners for the swift assistance.”
In September, a caller from Kabul contacted Awaaz on behalf of 2 families residing in Wardak province requesting food, shelter and NFI assistance following conflict. Due to the urgency of the situation, Awaaz immediately referred the caller to hotlines of WFP for food assistance and ACTED for ESNFI assistance. Following their call, WFP met the family members in Kabul and then provided them with the required items in their place of origin. Within only one week after contacting those agencies, the families had received food items as well as tents and NFIs to cover their immediate needs.
Kabul and Wardak
“I did not know where to turn to for advice”
A mother of four daughters and wife to a man who has been addicted to drugs for several years called Awaaz Afghanistan to ask for help. Being very stressed by this situation she asked for advice and support regarding family issues. Awaaz Afghanistan directly referred her to the Family Support Helpline where trained staff can provide counsel and advice for her situation.
“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.
“I really appreciate the swift efforts undertaken by Awaaz Afghanistan.”
When crossing the border from Iran in Herat, UNHCR documented a male adult and his family as international returnees and provided some initial assistance. Arriving later in Kabul, the caller was registered as a beneficiary and was informed that he would be contacted for more information. One month later he received a call from an unknown number, instructing him to retrieve his assistance at a certain location. Fearing he might be facing life threatening issues when following instructions communicated by an unknown source, the father was too afraid to go and called Awaaz Afghanistan for help. Within two hours, and with help from its partners, Awaaz Afghanistan could trace back the number and confirm that it was indeed the number of UNHCR’s implementing partner. The caller successful received his assistance.