Frequently Asked Question
What you’ll need (before you start)
A clear description of what happened, where and when it happened, and who or what was involved.
Any evidence you wish to share (photos, documents, reference numbers).
Your contact details (only if you want updates or a response). You may submit without identifying yourself.
Step-by-step submission
Open the web form from the landing page (look for “Submit a grievance”). Choose your language and review the short privacy notice.
Select a category that best describes your grievance (for example: service issue, payment problem, misconduct, safety risk, gender-based incident, other).
Describe the issue in your own words. Be factual and include dates, locations, and what you need (for example: repair, refund, investigation, protection).
Add location details (region, district, community or project site) to help route your grievance quickly.
Attach files (optional) to support your submission. Accepted file types and size limits are displayed on the form. If needed, redact personal details before uploading.
Choose your identification option:
Named (we can contact you with updates).
Anonymous (we will still process the grievance, but we cannot contact you).
Consent & submit: tick the consent box, complete any human-verification (captcha), and click Submit.
Save your reference number shown on the confirmation screen. If you provided an email, you will also receive an acknowledgement with this number.
After you submit—what happens next
Acknowledgement appears on-screen immediately.
Triage & routing: your grievance is time-stamped and routed to the responsible team based on category and location.
Status updates: if you provided an email, you may be notified when status changes; otherwise, you can check progress with your reference number on the “Track status” page.
Possible outcomes include request for more information, corrective action, referral to a specialist team, resolution, or closure with reasons explained.
Privacy, safety and sensitive cases
Your information is stored securely and only visible to authorized staff who need it to resolve your case.
If your grievance involves sensitive issues (for example, threats, harassment, or gender-based violence), you may choose anonymous or confidential options on the form. Those cases are restricted to specially authorized staff.
Do not share unnecessary personal details about others. If you must include them, limit to what is essential to process the case.
Tips for a smooth submission (web only)
Use a modern browser (Chrome, Edge, Firefox, Safari) and a stable connection.
If an upload fails, check file size, retry with a smaller file, or submit the form first and add documents later from the status page (where enabled).
If the page times out, reload and re-enter only the missing fields.
Submitting from a shared computer? Consider using a private/incognito window and log out when finished.
If you made a mistake
Before assignment, some fields can be edited by reopening the confirmation link (where available).
Otherwise, use “Add information” on the status page to post a correction, or submit a new entry referring to your original reference number.