Feedback & Complaints Policy

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

  1. Acknowledgement: Within 5 working days
  2. Assessment: Determine severity and appropriate response pathway
  3. Investigation: If needed, conducted confidentially and impartially
  4. Resolution: Response provided within 15–30 working days depending on complexity
  5. 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

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