Policies
Complaints and feedback
When something goes wrong, we want to know, so we can put it right and do better next time.
Anyone can complain or give feedback: participants, parents and guardians, partners, suppliers and members of the public. You can complain about a programme or an event, about someone who works with SIA, about how we used your information, or about this website.
You can stay anonymous, and you can write in Urdu or English. Complaining will never affect your place in a programme or any decision about you.
A concern about the safety of a child or an adult at risk is handled straight away. If someone is in immediate danger, call the police on 15. Our safeguarding policy
Send a complaint or feedback
Thank you. We have received it and the team will be in touch. Your reference is {ref}.
What happens next
From your message to an answer
- 1We acknowledge itWithin CONFIRM: 3 working days, if you left an email or a WhatsApp number.
- 2We look into itSomeone who was not involved in what you complain about looks into it, and may ask you for more details.
- 3We replyWith what we found and what we will do, within CONFIRM: 15 working days. If it takes longer, we tell you why and when to expect an answer.
- 4If you are not satisfiedAsk for a review by the CEO. CONFIRM: who handles escalations (the CEO or a member of the board).
Our promises
- No one will be treated worse for complaining or giving feedback.
- We share your complaint only with the people who need to act on it.
- We say sorry when we got something wrong, and tell you what we changed.
- We look at all complaints together every few months to find what needs fixing. CONFIRM: how often, and whether the number of complaints is reported in the annual report.
Other ways to reach us
Prefer to talk? Message us on WhatsApp, call, or visit us. If your complaint is about a programme funded by a partner, you can also use that partner’s own complaints channel, and we will tell you how.
Visit
SIA Impact Studio
Quetta, Balochistan, Pakistan
