Accountability & Feedback Response Mechanism

The Lutheran World Federation, through its humanitarian and development arm World Service, is a member of the Core Humanitarian Standard (CHS) Alliance on Quality and Accountability and subscribes to the nine commitments of the CHS. We consider the commitments under the Standard critical in continuously improving the quality and effectiveness of the work that we do for and with the affected population

Before the launch of the CHS in 2014, LWF was certified against the Humanitarian Accountability Partnership (HAP). Now as a member of the CHS Alliance, LWF remains committed to quality and accountability by strengthening accountability practices, particularly in the areas of information sharing, participation, and complaints handling mechanisms.

Feedback can be sent to LWF through any of the following methods:

• Toll-Free line (Voice) 0800 721 330
• Toll-Free line (SMS) 22128
• Hotline for heroes email
• Walking into our offices in Nairobi, Dadaab, Kakuma, Kismayu or Djibouti
• Accountability Focal persons (from the community)
• You can also download and fill-in the Complaints form available on this page, then scan and email back to us using the Hotline for heroes email address

LWF has well-trained staff dedicated to handling feedabck in accordance with our policies. All feedback is treated with utmost confidentiality