Complaints

Pak Mission Society seeks to maintain accountability and transparency in all the action it performs through our projects and services for the most vulnerable target groups we serve. We give value to the complaints/feedbacks as they assist us to improve our services and relationship with our stakeholders.

PMS is committed to being responsive to the needs and concerns of our beneficiaries and to resolve their complaint as soon as possible. PMS complaint handling guidelines has been designed to provide guidance to both our beneficiaries and staff on the manner in which PMS receives and manages their suggestions or complaint(s). We are committed to bringing consistency, fairness, and impartiality when handling complaint(s).

How to register your complaints:

If you want to register/record your complaint you must be the direct/indirect beneficiariy of PMS projects using the below mentioned communication channels/means;

1. Through call: Mobile: 0345-0080732, 0314-2060707,
2. Through email: [email protected]

Community complaints and suggestion divided under these two categorized:

1. Serious Complaints: These include misconduct like physical or sexual abuse, bribe, and use of aid for political, religious or any personal agenda, discrimination based upon caste, creed, sex religion etc (violation of the basic principles of humanity and impartiality).
2. Project Performance Complaints: These complaints include need assessment, targeting, planning, implementation and staff roles, authorities, behavior in the community and responsibilities.

Who are eligible to complaint or share feedback:

Pak Mission Society recognises the right of all the beneficiaries and other members of the community who have any direct or indirect stake into projects and functions to complain and seek redress. Individuals and groups who are entitled to complaint include:

Direct beneficiaries (Individuals of all the ages and groups also) of the projects under disaster management program and social development program.

Community members and groups (Individuals of all the ages and groups also) who are not direct beneficiaries of the projects and may and may not be the residents of the target area. Vendors and government line department that may have issues or complaints about the quality of work that PMS mandated to implement for the overall benefit of the people we serve.

Scope Of The Complaints

Pak Mission Society will entertain complaints regarding:

• Pak Mission Society staff, consultants, volunteers and contractors.
• Resources and their usage.
• Commitments towards work and its quality.
• Rights of the beneficiaries and communities as per Pak Mission Society’s vision mission and mandate.

Complaint handling procedures

PMS handles all complaints/feedback of the complainants through maintaining strict confidentiality. We ensure that communities and people affected by crisis receive coordinate, complementary assistance.

It would take maximum 1 to 8 working days to address the serious complaints. After the complaint is registered the acknowledgement letter would sent to the complainant along with the complaint number. So that it could be given a follow up.

For the communities one of the most convenient and efficient ways to complain is on the phone. One mobile will be used to register the complaints.