Complaints & Feedback Mechanism

How to tell us something is wrong — including something we have done — and what we will do about it.

Document status

Version
1.0
Effective
Review cycle
Annually, or sooner if law or practice changes
Owner
President, on behalf of the Bureau
Applies to
Anyone affected by, or in contact with, the Foundation's work

1 Our commitment

Women's Light Foundation operates a Community Accountability and Reporting Mechanism (CARM) in all target communities. It exists so that the people our work affects can tell us when we are getting something wrong, and so that concerns about our own conduct reach us rather than going unspoken.

We treat complaints as information we need rather than as attacks to be managed. An organisation that receives no complaints is usually one that has made itself hard to complain to.

2 What you can raise

  • The conduct of any member of our staff, volunteers, interns or partners.
  • Sexual exploitation, abuse or harassment by anyone acting in our name.
  • Concern about a child's safety in connection with our work.
  • Being asked for money, favours or anything else in exchange for our assistance.
  • Unfair or unclear selection of who receives support.
  • Programme activities that are causing harm or creating risk.
  • Poor quality, delayed or incomplete delivery.
  • Suspected fraud, theft or misuse of funds.
  • Any other feedback, including what is working well.

3 How to raise a concern

  • In person, to any member of our team or through a community focal point.
  • By telephone on +237 672 468 845, which also accepts WhatsApp messages.
  • By email to contact@womenslight.org.
  • In writing, delivered to our office at Campaign Street, Buea.
  • Anonymously, through any of the above. You do not have to identify yourself.

You may raise a concern in English or French. If you need support to make a complaint — because of literacy, language, disability or any other reason — we will arrange it, and you may bring someone you trust with you.

4 What happens next

  1. Acknowledgement — we confirm receipt within five working days where you have given us a way to reach you.
  2. Safety first — where anyone is at risk, immediate safety and support needs are addressed before anything else, including referral to medical, psychosocial or legal services.
  3. Assessment — we determine how the concern will be handled and by whom. Concerns involving a member of staff are handled by someone independent of that person and their line management.
  4. Investigation — conducted proportionately and fairly, with the person complained about informed of the allegation and given a chance to respond.
  5. Outcome — we tell you the outcome within 30 working days, or explain why more time is needed.
  6. Learning — findings are fed into programme review, and patterns are reported to the Bureau.

5 Confidentiality and protection

  • Information is shared only with those who need it to act.
  • Where you are the person affected, no action is taken without your informed consent, except where there is a legal obligation or a risk to a child or another person.
  • Retaliation against anyone raising a concern in good faith is a disciplinary offence and can itself be reported through this mechanism.
  • Anonymous complaints are investigated as far as the available information allows.

6 If you are not satisfied

If you are dissatisfied with how your concern was handled, you may ask for it to be reviewed by the Bureau, or by the Board of Advisors where the Bureau itself is the subject. Where a concern involves potential criminal conduct, you retain the right to report it to Cameroonian authorities at any point, and nothing in this mechanism limits that right.