1.0 Brief background to Community Feedback Mechanism

Development and Humanitarian aid is not just a gift; it is a partnership. Organizations are here to serve you, but they can only do their job well if they listen to you. You have the right to know what is happening, the right to speak up if something is wrong, and the right to see changes based on your feedback. This guide explains how to use the National Hotline (7477) and other tools to make sure your voice is heard

1.1. Objectives:

1. Inform you of your rights: To ensure you know what services (food, water, health) you are entitled to and that aid is always free.
2. Encourage feedback: To explain how you can safely share your complaints, suggestions, or compliments using tools like suggestion boxes, NOA National Hotline (7477, or community meetings and others so you can report issues safely.
3. Ensure action: To help you understand that your complaints are taken seriously and will lead to real improvements in your community.

1.2. Key actionable messages:

1. Call to Learn About Services You don't need to wait for a problem to call. Dial 7477 to ask questions and learn more about the support available in your area. You can find out where to go for help and what you are entitled to receive. It is free
2. Share your feedback If you have any feedback, are unhappy with the service, or if you feel unsafe, call the NOA National Hotline on 7477. It is a direct line to report your concerns. You can speak in your own language, and your call is free and confidential.
3. Use the Online Form for Fast Feedback If you have internet access, you can use the Community Feedback Form to tell us what is working or what needs fixing. Click here: Feedback Form. You can also share feedback through suggestion boxes, WDCs, or community meetings
4. Aid Workers should Respect You Aid workers are guests in your community. They must treat you with dignity. They must never ask for money or favors in exchange for help. If this happens, report it immediately to 7477
5. Your Voice Changes Things When you ask questions or give feedback, we listen. Whether you are calling to learn about a program or to complain about one, your input helps us adapt and improve.
6. Provide short, concise and succinct description of intervention below:

A simple guide on how to use the complaints and feedback mechanisms to access information about aid services and how to provide feedback. It empowers you to learn about your rights and hold organizations accountable

1.3. Call to Action Messages:

• Call 7477 to learn more. Ask about the services available to you.
• See something wrong? Call 7477 or use the Feedback Form.
• Know your rights. Aid is free. If anyone asks for payment, report it

1.4. Collaborators

The following partners are imp

• National Orientation Agency (NOA),
• CSOs/INGOs,
• Ward Development Committees(WDCs)
• Youth groups etc