At CADEF CAMEROON, we believe that feedback is a vital tool for learning, accountability, and continuous improvement. This policy outlines how beneficiaries, partners, staff, and the public can raise concerns, submit complaints, and receive timely, respectful responses.
🎯 Purpose
To provide clear, accessible, and safe channels for submitting feedback and complaints, and to ensure that all concerns are handled fairly, promptly, and without retaliation.
📌 Scope
This policy applies to:
- All CADEF programmes, services, and activities
- All staff, board members, interns, volunteers, contractors, and partners
- All stakeholders including beneficiaries, donors, and community members
🧭 Principles
- Accessibility: Feedback channels are open to all stakeholders
- Safety: Complaints can be submitted confidentially and without fear of retaliation
- Timeliness: CADEF commits to acknowledging and responding within defined timeframes
- Fairness: All complaints are reviewed impartially and respectfully
- Learning: Feedback is used to improve programmes, policies, and staff performance
📬 How to Submit Feedback or Complaints
You may submit feedback or complaints through any of the following channels:
- Directly to CADEF staff or supervisors
- By email to feedback@cadef.org
- Through anonymous suggestion boxes (at any CADEF’s Office or community )
- During community feedback sessions or programme reviews
🔄 Response Process
- Acknowledgement: Within 5 working days
- Assessment: Determine severity and appropriate response pathway
- Investigation: If needed, conducted confidentially and impartially
- Resolution: Response provided within 15–30 working days depending on complexity
- Appeal: Option available if the complainant is unsatisfied with the outcome
🛡️ Protection and Confidentiality
- All complaints are treated confidentially and shared only on a need-to-know basis
- CADEF prohibits retaliation against anyone who submits feedback or complaints in good faith
- Anonymous complaints are accepted and reviewed where feasible
📊 Oversight and Learning
- The Executive Management Team monitors feedback trends and resolution timelines
- Serious complaints are reported to the Board for oversight
- Lessons learned are documented and used to strengthen CADEF’s accountability systems
🔗 Related Policies
This policy should be read alongside:
📞 Contact
For questions or to submit feedback, email feedback@cadef.org or speak to a CADEF team member.
Last updated: October 2025
.