Feedback and Concerns
At People in Need (PIN), we are committed to transparency, accountability, and integrity in everything we do. We value feedback, concerns, and complaints from everyone we work with – including participants in our activities, community members, partners, suppliers, and other stakeholders.
Your feedback helps us improve our work and ensure that our programmes are delivered ethically, respectfully, and effectively.
PIN’s Community Feedback and Response Mechanism (CFRM) operates at two levels:
Country Programme CFRM: established in every country where PIN operates, this is the primary mechanism for submitting feedback or complaints related to our projects and activities. Each Country Programme manages its own CFRM through its MEAL Unit or dedicated CFRM Officer, ensuring that local context and languages are respected.
Institutional CFRM: this is PIN’s top-level grievance redress mechanism, established at the Headquarters level. It is managed independently of Country Programmes by the Integrity and Investigations Lead, under the supervision of the Relief and Development Department Director.
The Institutional CFRM is available for:
- Submitting complaints or feedback directly to PIN HQ, including from people or organisations who are not part of our programmes.
- Submitting appeals if you believe a complaint handled at Country Programme level was not managed correctly or fairly.
- Raising concerns about PIN’s overall integrity or compliance.
How to Contact Us
You can reach the Institutional CFRM via email at: whistleblowing@pinf.cz
Your message will be received by the Integrity and Investigations Lead, supported by the MEAL Lead, Whistleblowing Focal Points and Safeguarding Advisor. All reports will be handled confidentially and with full respect for your rights.
What to Include in Your Message
When sending your feedback or complaint, please include as minimum the following information to help us understand and address your concern effectively:
- Your contact details – only if you wish to receive a reply. (Anonymous messages are also accepted.)
- Whether this is an appeal of a decision previously made regarding your complaint in the country where PIN operates. (If so, please indicate this by writing “Appeal” in the subject line of your email.)
- A clear description of your concern or feedback – what happened, where, and when.
- Who was involved – names or roles of people or organisations, if known.
- Any supporting information or evidence – such as documents, photos, or messages.
- Your preferred outcome – what you hope will happen as a result of raising this concern.
Providing these details will help us review your message promptly and fairly.
What Will Happen Next
The Institutional CFRM team will:
- Acknowledge receipt of your feedback or complaint within 7 calendar days,
- Review and investigate your case, and
- Provide a written decision within 30 calendar days of acknowledging your feedback or complaint.
Legal Redress
PIN recognises and respects the right of all complainants to seek legal redress. We will not interfere with, obstruct, or discourage access to legal or judicial processes. Our internal complaint mechanisms are designed to complement – not replace – external legal actions.
Confidentiality and Protection
We take all complaints seriously and handle them with the utmost discretion. PIN will not tolerate retaliation against anyone who submits a complaint or raises a concern in good faith.
Note
This webpage is maintained by the Relief and Development Department of People in Need.
It is intended primarily for stakeholders engaged at the organisational or institutional level.
