Policy & Procedure / / 158 views
Most staff will have experiences of meeting people who are not fully happy with the work or behavior of PAD or partners in their community or region. Most of this feedback or complaint is received informally e.g., people approach staff who are visiting the community, or visit PAD’s office in search of assistance or resolution to their problems or grievances. Even when PAD seeks feedback more formally during a participation or monitoring event, the responses received can often relate to a completely different topic. It is not unusual for staff monitoring a water and sanitation programme, for instance, to be approached about a food distribution programme taking place in the same community. It is also not unusual for staff of one agency to receive a complaint about another agency. Receiving feedback, suggestions and complaints about our work is normal, important and should be welcomed.