Advancing Civil Society - GLOCA is committed to providing safe, free and accessible channels for raising feedback and complaints, in line with our Accountability, Community Engagement and Feedback Policy. Participants, community members, partners, personnel and donors may use the channels below directly, without permission from any intermediary.
For complaints regarding service quality or implementation, selection and eligibility criteria, the conduct of personnel or partners, protection and PSEA concerns, fraud or integrity, data protection, as well as requests to review a previous decision.
For questions about activities, schedules and participation criteria, for suggestions, observations and participant experiences, and for any recommendation that helps us improve our programs and services.
You may call or send a WhatsApp message to raise a complaint, share feedback or request information. A complaint does not have to be submitted in writing; it may be received verbally and recorded on behalf of the person raising it.
Talaqi Center - Old Aleppo, Al-Jdeideh, Bab Al-Qasab
A box for submitting written complaints and feedback at the Center, which may be submitted without giving a name. Submissions are registered and handled through the same procedure applied to all other channels.
If your message reaches the wrong channel, it is transferred safely to the responsible team rather than rejected.
These periods may be extended where the matter is complex, access is restricted, evidence is unavailable or another authorized procedure applies. The reason for delay is recorded and an update is provided where safe and possible.
All messages are treated confidentially. We collect only the personal information necessary to handle the matter, use it only for an authorized purpose, and share it only with the persons responsible for handling or oversight. Safeguarding, PSEA, fraud and whistleblowing matters are referred through a restricted channel, and their details are not entered into the ordinary complaints register.
Anonymous reports are accepted and assessed on the information reasonably available, and are not dismissed solely because the identity of the reporting person is unknown. No person may review a complaint concerning their own conduct, decision or personal interest; such matters are assigned to an alternate, non-conflicted person or authority.
No person will lose assistance, employment consideration or access to an activity because they submitted feedback or a complaint in good faith. Retaliation, or the concealment of a serious concern, is a breach that may not be authorized under any circumstances.
Reference: Accountability, Community Engagement and Feedback Policy (GLOCA-AAP-POL-001), approved by the Board of Directors and effective 19 June 2026.
