Complaint and Feedback Management

Adroit Associates welcomes complaints and feedback from our target communities, clients, staff, field teams, partner organizations, and all stakeholders engaged with our work. We are committed to transparency, accountability, and continuous improvement — which is why your voice matters.

Our Commitment

  • Safeguarding Priority: We take safeguarding violations (including child protection, sexual exploitation, abuse, or harassment) with the utmost seriousness. Such concerns must be reported immediately to our Safeguarding Focal Point at email hidden; JavaScript is required.
  • Confidentiality: All complaints are handled confidentially, fairly, and sensitively.
  • Timeliness: We acknowledge complaints within 3 working days and aim to resolve most issues within 30 working days (complex cases may take longer).

How to Submit a Complaint or Feedback

  1. Primary Channels:
    • Email: email hidden; JavaScript is required
    • Online Portal: Use the form below
    • Mail: Complaints Administrator, Adroit Associates House 59, Street 06, Qala-e-Fathullah, Kabul, Afghanistan
    • In-Person: By appointment (contact +93 – 784-27 – 27-73 for arrangements).
  2. Anonymous Submissions: Accepted, though providing contact details enables updates and resolutions.

Adroit Associates Complaint and Feedback Management

I understand that without contact details, I will not receive updates on my submission.

Appeals Process

If dissatisfied with a complaint outcome, you may appeal within 10 days by emailing email hidden; JavaScript is required with ​“APPEAL” in the subject line. Grounds for appeal include procedural errors, new evidence, or disproportionate resolutions.

Feedback

We value suggestions and observations to improve our work. Submit feedback via email hidden; JavaScript is required.

Download Our Full Policy

For questions, contact email hidden; JavaScript is required.