1. Beneficiaries Feedback Mechanism WFP PAKISTAN Beneficiaries Feedback Mechanism WFP PAKISTAN When things are going well people hear it, when things are going wrong WFP listens!

2. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Introduction The WFP BFB desk serves as a direct communication link with its beneficiaries. Was set up in the Country Office in late 2010 to support WFP programmes and activities Offers a dedicated phone line, an e-mail address & a postal address. Other sources of feedback Communication Campaign

3. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Objectives ‘To ensure transparency, accountability and dialogue between affected communities and stakeholders through the delivery and exchange of accurate information while enhancing the quality and efficiency of WFP operations’ Enable beneficiaries or affected populations to demand accountability. Listen to the beneficiary viewpoint and empathize with their concerns. Focus on improving the quality of WFP interventions and systematic analysis of complaints outcome. Provide a secure and impartial platform where beneficiaries are treated with dignity, respect and inclusion (human rights approach). Expose and mitigate the corrupt and fraudulent practices, exploitation, and preferential treatment. Promote inclusion through sharing of information/observations with all humanitarian actors.

4. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Process Feedback Analysis Feedback is analyzed and categorized in terms of severity, types, CP and locations. Action Taken Once the complaint is validated, the remedial action is taken based on the nature of the complaint and activity it falls under. The result is then communicated to the complainant. PO focal points send the report on action taken to the CO for further analysis and closure. Complaint Verification Complaints are forwarded to the PO focal points where they undergo verification within 10 working days (where feasible). Verification is done either telephonically or physically based on the nature of the complaint. BFB Database All complaints are swiftly registered and recorded in the BFB database on the day they are received. Source of Information Telephone E-mail (Beneficiaries, TI-P, HQ) FaxPost

5. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Registered Cases

6. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Provincial Statistics Province No. of Registered Cases

7. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Types of Registered Cases Types of ComplaintsCases registered (Oct 2014) Service Delivery/ Irregularities255 Misconduct & Corruption24 Targeting & Registration21 Selling of Food Items15 Referred to UNHCR13 Political/ Preferential Treatment9 Quality & Quantity of Food Items/ Cash assistance8 Related to CP5 Positive Feedback/ Suggestion3 Internal to WFP1 Total No. of Complaints354

8. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Results With the implementation of the BFB, information has now become part of aid delivery. Acts as a resource and information platform for the internal and external stakeholders. Contributes to a significant reduction of serious incidents at FDPs. Strengthens the capacity of CPs with for instance, the development and inclusion of the code of conduct principles within their internal SOPs. The essential elements of any Protection strategy include communication, accountability and transparency which are being addressed through the BFB. Increased a positive perception of WFP by the beneficiaries, CPs and other stakeholders.

9. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 Feedback Messaging- Examples

10. Better Prepared And Ready to Help Emergency Preparedness Mission Nepal February 2011 BFB Hotline Details on WFP Food Packaging