Accountability is an essential part of the humanitarian response. Populations have the right to be informed of their entitlements and to participate in decisions affecting them while also having the opportunity to express their opinions and voice their concerns over humanitarian action. Transparency, participatory approach, contextualization, appropriateness to the local culture accessibility, safety, economically friendly, prompt response, and confidentiality are key principles needed to develop an efficient and respectful mechanism that is trusted and used by populations.
At SARD, we are accountable to the communities we work in through our robust Complaint and Response Mechanism (CRM). We identified CRM channels through a participatory approach in the areas SARD operates. SARD offers multiple channels for targeted users to share feedback or raise complaints. The variety of channels provides a variety of groups (IDPs, returnees, women, elderly, men, people with disability, those without access to a phone, and illiterate individuals) the ability to share positive feedback and complaints to SARD.
We have dedicated desks in our field offices in Syria, a WhatsApp number, regular field visits, and complaint boxes in advertised areas. The feedback and complaints we receive are classified according to category and sensitivity level. Positive feedback, suggestions, requests for information, or minor complaints (such as beneficiary selection issues) fall under the categories 0 to 3 and are considered non-sensitive. Categories 4 and 5 complaints are considered sensitive, such as Breach of Code of Conduct, Corruption, Sexual Exploitation, and Abuse/ Child Protection, and are investigated and addressed immediately.
Our CRM team is dedicated to advertising SARD's CRM in the communities we serve, promptly documenting and responding to feedback and complaints, and analysing CRM data produced in monthly CRM reports.
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