Welcome to Awaaz Afghanistan, a humanitarian helpline connecting Afghans (IDPs, returnees) and refugees affected by conflict and natural disaster with information on assistance. 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 humanitarian response.
Open seven days a week | Female and male agents available | Agents speak Dari, Pashto, Urdu, English, and more.
“Awaaz raised my issue with the responsible humanitarian organisation and continuously provided me with feedback. I now trust Awaaz and I am grateful for their help.”
The feedback from affected populations received through Awaaz enabled the responsible NGO to identify a diversion issue in an ongoing cash assistance programme. In the light of the received report, distribution activities were put on hold and an expanded re-verification has been undertaken. The NGO is now working on adjusting their programming and operations to avoid these issues in the future and to ensure the assistance provided reaches those identified and intended. Extended verification processes have further been applied in other areas of the country as well to ensure similar issues will not occur in other operations.
Male IDP caller / February 2019
“Based on findings from post-distribution monitoring, we have found that some beneficiaries do not feel comfortable reporting programme related issues directly to us. Awaaz provides a neutral platform for beneficiaries and non-beneficiaries to be able to provide suggestions and complaints, and receive feedback on the action taken, all with the option of remaining anonymous to the direct implementer. In this sense, Awaaz provides an added layer of comfort and confidentiality to report concerns.”
Accountability and Learning Coordinator of International Rescue committee (IRC) provides feedback on the Awaaz referral system
Awaaz Partner / February 2019
A community focal point, who claimed to be operating on behalf of a cash service provider, requested 300 IDP families to give him a portion of the third tranche of their cash assistance. After several failed attempts to contact the organisation through their established complaints and feedback mechanism to report the case, a community member shared the complaint with Awaaz. By directly referring the case to the respective organisation, Awaaz helped to establish an open line of two-way communication between the caller and the responder. Following an internal investigation and communication with the caller, the organisation reinitiated a vulnerability assessment in the area to guarantee that the assistance goes to those in need.
Male IDP caller / January 2019
“By contacting Awaaz we received much needed health support for our sick children. Awaaz gives me hope and I will share our issues with them again in the future.”
Displaced from Badghis to Hirat due to conflict and drought, 200 IDP families found themselves unable to access emergency health assistance in the area of displacement due to the unavailability of health facilities and means for transport to hospitals. Awaaz immediately shared the case with health partners, who worked with the location information shared by the caller with Awaaz to direct health teams to their area. Within a few weeks, the community was attended by mobile doctors providing the required services which helped to improve the children’s health status.
Male IDP caller / December 2018
“Receiving feedback from affected populations on our programmes helps us to shape and improve our assistance services.”
Senior Monitoring Officer of Danish Committee for Aid to Afghan Refugees (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.
Awaaz Partner / 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.
“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.
International - Returnee / October 2018
“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.
Awaaz Partner / September 2018
“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.