The Association of Pastoralist Community for Change-APCfC is committed to the principle of accountability and to putting people and communities at the centre of its work, in its development or advocacy programs and at community or organizational level, towards achieving its mission of greater participation for pastoralists in decision-making processes and promoting poverty free and culturally vibrant society.
As part of its organizational commitment to accountability that allows listening to the experience of stakeholders and continual improvement, APCfC has developed this policy and procedures document on Complaint Handling and Feedback Mechanisms providing guidance for its staff and associates on how to manage complaints in transparent, independent, accountable, accessible, safe and easy way to use. APCfC has developed this policy and procedures document specifically with the objectives to:
 provide beneficiaries and other stakeholders the opportunity to give feedback and make complaints about APCfC staff and operations in a safe and accessible environment.
 help APCfC resolve issues early and inform program redesign, which will contribute to more effective program.
 discover challenges that could obstruct the quality project implementation and highlight them to management for action.
 identify and address issues concerning stakeholders.
 build trust and good relationships between ACPfC and the community.
Furthermore, the development and enactment of this policy and the standard operating procedures helps to ensure that APCfC’s program interventions are appropriate and designed in ways that positively contribute to the lives of the communities the organization works with. Besides improving services, having a well-designed and responsive mechanism for handling feedback and complaints will improve the quality of our work, enhance trust and confidence of stakeholders, identify areas of work which need strengthening, and ensure that APCfC learns from feedback provided through such a process. The policy allows program participants, stakeholders, and APCfC staff to report concerns they may have on our service delivery, staff misconduct including (corruption or abuse of power, exploitation, abuse and harm to program participants) using formal or informal, written or verbal, signed or anonymous ways), but through culturally and politically appropriate and safe means.