Pakistan: Accountability to Affected People / Community Engagement Working Group - complaints and feedback mechanisms (as of October 2022)

This service mapping of activities that promote Accountability to Affected People (AAP) and Community Engagement (CE) in Pakistan was conducted by OCHA in October 2022. The findings highlight what organisational and response decision-makers need to consider to ensure that affected people have access to safe and confidential mechanisms to provide feedback or make a complaint.

All (100%) organisations have established feedback mechanisms in place. Most (94%) organisations have confidential mechanisms to respond to sensitive issues such as sexual exploitation and abuse (SEA), and most (88%) organisations have functioning referral mechanisms. Almost two-thirds (69%) of organisations engaged communities in the design of these mechanisms.

Men have most (86%) access to feedback mechanisms. There is a strong reliance on telephone hotlines (63%), SMS (54%), and email (53%), however not all groups may have access to these reporting channels or feel comfortable using them, particularly for sensitive issues. Three-quarters (75%) have women and men operators. Less than one-third (29%) of hotlines are toll-free.