Réclamations et commentaires

Your Voice Matters

Wings of Aid & Peace (WAP) is committed to listening to the people and communities with whom we work.

We welcome feedback, suggestions and complaints that can help us improve the quality, relevance and accountability of our humanitarian work.

Our Commitment to Accountability

Listening and Responding

People affected by humanitarian crises should have meaningful opportunities to express their views, raise concerns and provide feedback about the assistance and activities that affect them.

WAP seeks to promote accessible, respectful and responsible communication with communities throughout its work.

What Can You Contact Us About?

You may contact WAP to:

● Share feedback about our programmes or activities
● Make a complaint
● Suggest how our work could be improved
● Raise concerns about access to services or activities
● Comment on the conduct or behaviour of WAP personnel
● Ask questions about our programmes
● Share positive feedback or other observations

What Happens After You Contact Us?

WAP seeks to review feedback and complaints fairly and responsibly.

Where appropriate, we may contact you for additional information or to provide an update.

The way a matter is handled may depend on its nature, seriousness and the information available.

Respect and Confidentiality

WAP seeks to handle complaints respectfully and with appropriate confidentiality.

Personal information should only be used and shared where necessary for legitimate purposes related to reviewing and responding to the matter, in accordance with applicable data-protection requirements.

Safeguarding and Sensitive Concerns

Some Concerns Require a Different Reporting Channel

General complaints and feedback are different from safeguarding concerns.

If your concern involves sexual exploitation or abuse, child safeguarding, serious abuse or another safeguarding matter, please use WAP’s dedicated safeguarding reporting mechanism.

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Les communautés du Centre

Accountability is more than receiving complaints.

WAP seeks to listen to communities when assessing needs, designing activities, monitoring implementation and learning from results.

Community perspectives can help us understand what is working, identify problems and improve the relevance and quality of our work.

Accessible Feedback

WAP seeks to develop feedback mechanisms that are appropriate to the communities and contexts in which we work.

Where possible, accessibility considerations may include language, literacy, disability, age, gender, safety and access to technology.

Learning From Feedback

Feedback can help WAP:

Data Protection

Personal information submitted through WAP's complaints and feedback mechanisms will be handled in accordance with applicable data-protection requirements and the WAP Privacy Policy.

Help Us Improve

We value responsible feedback from the people and communities connected with our work. Whether you have a suggestion, concern, complaint or positive experience to share, your feedback can help us learn and improve.