Accountability to the people we serve
Your voice helps strengthen our work
CADEF Cameroon welcomes feedback, suggestions and complaints from children, young people, programme participants, families, communities, partners, donors, staff and the public. Tell us what is working, what needs to improve, or when something has gone wrong.
You have the right to be heard and treated with dignity. CADEF prohibits retaliation against anyone who raises a concern in good faith.
Share feedback or raise a concern
Routine feedback
Send suggestions, compliments and routine programme feedback to feedback@cadef.org. For sensitive concerns, use the appropriate confidential channel below.
Call us
Contact the office to share feedback or arrange a private conversation with an appropriate team member.
Speak with us
Speak to a CADEF staff member or supervisor, visit our office, or raise feedback during a community session or programme review.
Choose the appropriate email channel
Use the relevant role below. If the concern involves that person, use the conflict-bypass channel instead. Share only essential information and request a private follow-up for sensitive details.
| Concern | Responsible role | Email channel |
|---|---|---|
| Routine feedback | Feedback and programme accountability | feedback@cadef.org |
| Safeguarding, child protection or privacy | Executive Director / Lead Child Protection Officer | ikome@cadef.org |
| Sexual exploitation, abuse or harassment (PSEA) | PSEA Focal Person | psea@cadef.org |
| Staff or workplace concern | HR Officer | hr@cadef.org |
| Fraud or misuse of funds; concern involving the Executive Director | Board Chairperson | board@cadef.org |
| Concern involving the Board Chairperson | Board Secretary | boardsecretary@cadef.org |
| Concern involving both Board officers | Independent Adviser | adviser@cadef.org |
HR and PSEA conflict bypass: If the concern involves the HR Officer / PSEA Focal Person, contact ikome@cadef.org, bypassing both HR and PSEA inboxes. If the Executive Director is also involved, contact board@cadef.org.
If the Board Secretary is involved, contact the Board Chairperson at board@cadef.org. If both Board officers are involved, use adviser@cadef.org. You may also use the form below to select the category and identify officer conflicts.
Feedback and complaint submission
Choose a category and tell us whether a designated reporting officer is involved. You may remain anonymous.
What you can report
- Suggestions, positive feedback or concerns about programme quality, access and how people are treated.
- Unfair treatment, discrimination, inappropriate conduct or concerns about staff, volunteers, contractors or partners.
- Suspected misuse of resources, fraud or other misconduct connected with CADEF’s work.
- Child safeguarding concerns, sexual exploitation, abuse or harassment.
What to include
Tell us what happened, where and approximately when, and what response you would like. Share only the information needed to explain your concern.
You may report without giving your name. Anonymous complaints are reviewed where feasible, but we may be unable to ask follow-up questions or share an outcome. Suggestion boxes may also be used where available.
If you want a reply, provide a safe contact method and tell us when it is safe to contact you.
Safeguarding and sensitive concerns
If your concern involves a child’s safety, exploitation or abuse, ask for it to be handled through the safeguarding or PSEA pathway. You do not need to investigate the concern yourself before reporting it.
Avoid sending identifying details about children or survivors to the general office inbox. Ask for a private reporting arrangement. If someone is in immediate danger, seek urgent local protection or emergency assistance.
What happens after you contact us
- Acknowledgement — within 5 working days. Where a safe contact method is available, we confirm receipt.
- Assessment and referral. We assess the concern’s seriousness and identify the appropriate response pathway. Safeguarding and other sensitive matters require careful handling.
- Review and response — within 15–30 working days, depending on complexity. Complaints are reviewed fairly and impartially; an investigation is undertaken where needed. The response explains the outcome as far as confidentiality permits.
- Request a review. If you are dissatisfied, contact CADEF, refer to your earlier complaint and explain why you are requesting a review.
Respect, privacy and safety
Complaint information is handled confidentially and shared on a need-to-know basis. Confidentiality is managed alongside safeguarding obligations and any applicable reporting requirements.
You can ask for help to explain your concern. If it involves the person receiving your report, request another appropriate staff member or supervisor.
Oversight and learning
CADEF’s Executive Management Team monitors feedback trends and response timelines. Serious complaints are referred to the Board for oversight.
Lessons from feedback inform improvements to programmes, staff practice and accountability systems. This connects community voices with responsible management and stewardship of partner and donor resources.
Our accountability commitments
This approach covers CADEF programmes, services and activities, and the conduct of staff, Board members, interns, volunteers, contractors and partners. Read it alongside our related policies: