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.
“We heard it is better not to visit the hospital for testing of COVID-19, even when having symptoms, as the risk of getting infected with the virus there is very high."
Throughout 2020, Awaaz is supporting the work of the Risk Communication and Community Engagement Working Group (RCCE WG) around COVID-19 by tracking rumours channelled through Awaaz and correcting misinformation.
Female caller / April 2020
“Our area was hit by flash floods. Many hundreds of families have been affected. We are in urgent need for drinking water, shelter and other items.”
When floods hit different parts of the country, Awaaz received calls from affected communities in the concerned areas and swiftly referred them to relevant organisations for potential assistance.
Male shock-affected caller / August 2020
“I want to better understand how to prevent an infection with the corona virus.”
Throughout 2020, Awaaz collaborated with the World Health Organisation and other partners involved in Risk Communication and Community Engagement (RCCE). Awaaz shared pre-recorded awareness-raising messages which were heard by callers from throughout the country and answered questions around Covid-19.
Girl enquiring about Covid-19 / August 2020
“I am satisfied with the services provided by Awaaz. Following the guidance I received, my life has changed for the better.”
Being a main first point of contact for affected people on various issues, Awaaz provides guidance on assistance processes and directly refers callers to dedicated partner hotlines where possible. After receiving a report of gender-based violence, Awaaz referred the caller to service partners providing the caller with the assistance she needed and improved her situation.
Female caller / January 2020
"Information reported through Awaaz has helped us to identify an unknown contaminated area which will be prioritized for life-saving clearance activities."
The Mine Action Sub-Cluster Coordinator responds to an urgent case flagged and shared by Awaaz. In June, Awaaz received a call from Nangarhar, reporting the death of a boy stepping into a landmine while grazing his family's animals on a field nearby his home. Two days following Awaaz’s referral to its mine action partners, the area was visited by an investigations team, verifying the contamination. As a result, the area has been prioritized for mine clearance, surrounding areas will be surveyed and communities will receive sessions on explosive ordnance risk education.
Mine Action Sub-Cluster - Afghanistan (Awaaz partner) / June 2019
“Awaaz listens to our issues and concerns and raises our voice. We trust Awaaz and believe in its work as a transparent and confidential service.”
Awaaz received a call on behalf of a community in need of assistance, reporting a group of people coming with an NGO to their area and recording a video of IDP families including women and men without their consent. Awaaz referred the case to the respective NGO who intervened and educated the alleged person, a member of a theatre group hired to pass key messages to communities and who was not aware of the obligation to take consent, not to film or take photos of people without their explicit consent.
Male IDP caller / May 2019
“Calling Awaaz has helped to improve our situation.”
In April, a caller with disabilities, displaced due to drought and conflict, contacted Awaaz to report that their community leader, representing 230 IDP families forced them to share the cash assistance received from a humanitarian organisation by threatening to destroy their assistance cards.
Awaaz referred the case to the named organisation who confirmed to investigate the stated issue and to conduct community outreach on IDP representative roles and responsibilities with a theatre group through covering issues around corruption and extortion. Following the visit, Awaaz followed up with the caller who confirmed that the organisations had visited the area and the representative’s behaviour has positively changed towards the IDP families.
Male IDP caller / April 2019
“I am so grateful to Awaaz for connecting me with the services I needed.”
A mother and her nine-year-old son were suffering from psychological issues triggered a traumatic event in the past. Awaaz connected them with psycho-social partners who provided them with 6 months of counselling sessions. Mother and son are now attending the counselling sessions regularly and are happy with the support and treatment they are receiving.
Female host community caller / March 2019
“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 program-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."
By referring to a report of diversion during an ongoing registration process for cash assistance, Awaaz relayed community feedback in real-time, allowing IRC to take action and adjust programming. Following the referral and case management, Awaaz received the above feedback from the Accountability and Learning Coordinator of the International Rescue Committee (IRC).
IRC Afghanistan (Awaaz partner) / February 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 programs 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.
DACAAR Afghanistan (Awaaz partner) / 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.
Male host community caller / October 2018
“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.
Male 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 an urgent case flagged and shared by Awaaz. Where required, Awaaz shares referrals with a humanitarian response in a timely manner and alerts emergency partners on arising needs within affected communities to provide life-saving assistance.
Health Cluster Afghanistan (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.