Lessons learned from complaints and feedback received from Cash and Voucher Programmes

One of the first steps to actively reinforce accountability to affected population (AAP) in WFP Kenya has been to open a feedback channel for beneficiaries and their communities. WFP Kenya’s Complaints and Feedback Mechanism (CFM) – knick-named the ‘hotline’ – is much more than just a number to call; it is an active network of WFP staff involved in following up on calls to ensure beneficiaries have the right information, and are receiving the assistance they are entitled to. It has helped WFP to detect programme and service delivery issues, including corruption and misconduct, early on and to take appropriate actions to improve programme quality and to meet the needs of the affected communities.

In order for the CFM system to be effective, efficient and trustworthy it needs to have support all the way from the management to the field level, as well as the affected population who needs to inform about the most preferred and trusted channels to use for raising complaints.

Furthermore, in order for the system to truly serve its purpose, beneficiaries need to know their rights and that they can hold WFP and cooperating partners accountable. It is therefore critical that a clear and well understood communication strategy and sensitisation process is
undertaken before a complaints system is rolled out.