Complaint & Feedback Unit (CFU) is a crucial unit of MEAL Department which deals with complaints and feedback received from beneficiaries and other stakeholders. This unit is managed by a MEAL Officer who reports directly to Executive Director and is supported / supervised by MEAL Manager.
CFU is a great tool for RWF to bring more accountability and transparency in its overall work. CFU is managed under a detailed policy framework and maintains full record of complaint handling.
CFU manages all the complaints through “SHAFAF” an online software. SHAFAF (shafaf.pk) is a highly innovative complaint and feedback management system which helps RWF in systematically handling complaints while at the same time ensuring high level of accountability and transparency.