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776010552Complaint Feedback Mechanism, or CFM, is the system and related processes that give aid recipients the opportunity to comment, make suggestions, express gratitude or criticize the products and/or services they are receiving.
The complaint process and the possible outcomes of the complaint should be clearly explained and those involved should be kept informed of the progress of the complaint and the reasons for any decisions.
This means that information about a complaint is only provided to those people who need to know about it, in order for the complaint to be dealt with properly. YFCA's feedback database MUST NOT be shared with irrelevant parties, internal or external.
YFCA aims to resolve sensitive complaints within 3 days, inquiries within 7 days, and unsensitive complaints within 14 days of receiving. In the event that a complaint cannot be resolved within this timeframe the complainant will be informed about the progress made to date and when they can expect to receive a response.
