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Islamic Relief PH ensures valued service thru complaints, feedback policy

by Claire R. Gigje

MARAWI CITY, Lanao del Sur (PIA)–The Islamic Relief Worldwide (IRW)-Philippines makes sure that it can enforce not only beneficial programs but also services notable and worthy of its beneficiaries’ and partners’ commendation.

This, as the organization keeps track of its staff’s performance based on the results of the complaints and feed policy.

IRW-Philippines Meal Officer Faridah Sharif explained that this policy allows their rights-holders and the recipients of their initiatives to point out deficiencies or concerns related to the delivery of their programs, including the conduct of their trustees, employees, volunteers, suppliers, implementing partners, and any consultants linked with them.

“Gusto naming marinig ang mga complaint and feedback ng lahat ng mga naeengage sa amin, specifically sa aming pag-iimplement ng lahat ng programs,” said Sharif.

(We want to hear the complaints and feedback of all those who are engaged with us, specifically in the implementation of all our programs)

She expounded that the complaints and feedback policy follows the community feedback response mechanism, wherein anyone connected with the programs of the IRW-Philippines may raise some queries or uneasiness such as whether the aid given is acceptable to the community, the implementers are executing their tasks well, and the processes presented are comprehensible.

Apart from these, such a method likewise welcomes comments and suggestions for the improvement of their ongoing and future efforts.

Sharif said in order to achieve this goal, they make sure to give out papers on which complainants can write their thoughts, and they also hang a poster with additional ways to improve the areas that their programs cover.
Other available means include dropping forms in the feedback box, talking with an IRW-Philippines staff member, reaching out through the hotline number 0917-712-5537, or emailing [email protected] and [email protected].

Sharif is confident that through this intensified policy, her organization can reflect progress and excellence in its service and duties.

“This is to improve our procedures and ensure that we maintain the highest standard in our work,” she said. (CRG/PIA-10/Lanao del Sur)



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