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Wholesome & Dignified Living — serving Kenya’s North Rift

+254 202 174 682 info@adsnorthrift.org

Complaints, Feedback & Response Mechanism

Complaints & Feedback

Your voice matters. We are listening.

Share your experience

Help us listen, respond and improve

At Anglican Development Services – North Rift Region (ADS-NRR), we are committed to accountability, transparency, integrity and respect for the dignity and rights of all individuals and communities we serve.

We welcome concerns, complaints, suggestions and compliments from beneficiaries, community members, staff, partners, service providers and other stakeholders about our programmes, services and conduct.

All complaints are received, assessed and addressed in a fair, timely, confidential and impartial manner, in accordance with our Complaints Handling and Response Mechanism Policy.

You may submit your complaint anonymously. Providing contact information, where you feel safe to do so, can help us seek clarification and provide feedback on the outcome.

Concerns, ideas and compliments

What can you report?

  • Concerns about the quality, accessibility or delivery of our programmes and services.
  • Unfair treatment, discrimination or exclusion from project activities.
  • Fraud, corruption, bribery, misuse of resources or other unethical conduct.
  • Child safeguarding and vulnerable adult protection concerns.
  • Sexual exploitation, abuse or harassment (SEAH).
  • Staff misconduct or violations of our Code of Conduct.
  • Any other concern relating to ADS-NRR operations.
  • Suggestions, compliments and recommendations for improvement.

Our commitment to you

Fair treatment and a safe way to speak up

Confidentiality

We handle information sensitively and restrict access to authorised personnel.

Fairness and impartiality

We assess complaints objectively and without discrimination.

Protection against retaliation

We prohibit intimidation, victimisation or retaliation against anyone who raises a concern in good faith.

Timely response

We acknowledge and address complaints within the timelines established by our policy.

Safeguarding

We prioritise the safety, dignity and wellbeing of children, vulnerable adults and survivors of exploitation, abuse or harassment.

Accountability

We use feedback and complaints to strengthen our programmes, systems and services.

What happens next

What happens after you report?

Your complaint is received through our designated reporting channels and assessed by authorised personnel. Where appropriate and safe, we acknowledge receipt, review the matter, take necessary action and provide feedback within the applicable policy timelines.

Sensitive safeguarding and SEAH concerns are handled through specialised, survivor-centred procedures.

Speak up. We listen. We respond. Together, we improve.

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