Complaints

Awaaz Afghanistan provides communities with a safe, confidential, and accessible channel to share feedback, comments, suggestions, concerns, and complaints about humanitarian programs and services. Each year, thousands of people contact Awaaz to report issues related to assistance delivery, service quality, staff behavior, inclusion, access barriers, mistreatment, or unmet needs.
When a complaint is received, trained operators listen carefully, treat callers with respect and neutrality, and record the details in a secure case management system. Operators ensure that the information is accurate, clear, and complete, while maintaining the caller’s privacy and dignity at all times. Callers may choose to remain anonymous if they wish.
The complaint registration process is designed to be non-judgmental, impartial, and survivor-centered, ensuring that all individuals — including women, men, persons with disabilities, minorities, and people in remote areas — can safely raise their concerns. Operators explain the process in simple language so callers understand how their issue is documented.
Awaaz ensures that community concerns are recognized and documented in a structured way. This strengthens transparency, community voice, and accountability, and helps promote safer, more respectful humanitarian assistance across Afghanistan.