Policies & Accountability

People with albinism, donors and partners must be able to trust AWA. We are a legally registered association in Cameroon (Ref: 34/E1111/VOL/8/ALPAS), and we are committed to safe, transparent and accountable work.

Our commitments

• We listen to the people we serve and involve them in decisions that affect them.
• We are open about what we do, what we achieve and how we use funds.
• We welcome feedback and complaints, respond to them, and learn from them.
• We protect everyone we work with from harm.

Feedback and complaints

Your views help us improve. Anyone can give feedback or make a complaint: people we support, families, community members, volunteers, partners, donors and members of the public. You can tell us about our services and activities, the behaviour of anyone representing AWA, how we use funds, ideas for improvement, or something that went well.

How to reach us

• Call +237 674 715 263 or +237 640 301 838.
• Email contact@awaforcharity.org with “Feedback” or “Complaint” in the subject line.
• Visit our office at Mile 2 Nkwen, New Road C-bend, Bamenda (Monday to Friday, 9:00 am to 5:00 pm).
• To raise a concern directly with the Board, write to contact@awaforcharity.org, marked “Confidential: for the Board”.

You can speak to us in English, French or Pidgin, and you can stay anonymous.

What happens next

1. We confirm that we have received your complaint within 48 hours.
2. We look into it fairly and confidentially.
3. We give you an answer within 30 days and tell you what we will do.
4. If you are not satisfied, you can ask the Board to review it.
5. We record every complaint and use what we learn to improve our work.

Our promises: giving feedback is free, it will never affect the support you receive, and no one will be punished for raising a concern.

Concerns about abuse, exploitation or harassment are handled under our Safeguarding Commitment, with extra care and confidentiality.

How AWA is governed

• General Assembly: AWA’s members meet in a General Assembly to approve the association’s direction and reports.
• Board of Directors: a volunteer Board oversees AWA’s strategy, finances and safeguarding.
• Executive Director: leads AWA’s day-to-day work and reports to the Board.

Meet our Leadership and Board.

How we use funds

• Every donation receives an official AWA receipt and is recorded.
• We use gifts for the purpose the donor chooses.
• Our finances are managed under our Financial Management Manual.
• Our annual reports include a financial overview.
• Partners and donors can request financial records by writing to contact@awaforcharity.org.
• No one may collect money in AWA’s name without an official AWA receipt book. If in doubt, call +237 674 715 263.
• We never ask the people we support for money or favours in exchange for help.

Our policies

Public policies:

• Safeguarding Commitment: zero tolerance for abuse, exploitation and harassment, and how to report a concern.
• Protection & Safeguarding: help, confidential support and emergency numbers.
• Privacy Policy: how we collect, use and protect personal information.

Organisational policies adopted by our Board:

• Safeguarding, Child Safeguarding and PSEA (Prevention of Sexual Exploitation and Abuse) Policy
• Code of Conduct for staff and volunteers
• GBV Case Management Standard Operating Procedure
• Financial Management Manual
• Data Protection Policy

Partners and donors can request copies of these policies at contact@awaforcharity.org.