At the Syrian Foundation for Prosthetics and Rehabilitation (NSPPL), we believe the communities we work with are partners in our work, not only recipients of it. Accountability means listening to people’s views, concerns, suggestions and complaints, so we created a feedback, complaints and response mechanism that lets you tell us what is going well and what needs to be put right.
Giving feedback or making a complaint is your right. Using this mechanism will never affect your access to any of our services.
How to reach us
Hotline and WhatsApp
+90 531 936 7609
One number for all our centers and sites, answered from 8 am to 5 pm on official working days. You can call, or send a text, photos, or a voice message if writing is hard for you.
Online form
Write to us here on the website, with or without your name, and get a reference number to follow up on our reply.
Feedback box
There is a box at every site where we run projects, placed where your privacy is protected. Only a dedicated team opens it.
In person
You can visit any of our offices and share your complaint or feedback face to face.
Track your message
Sent a message through the website? Check its status with your reference number and PIN.
Who can contact us?
The mechanism is open to everyone:
- People who receive our services, and their families
- People who did not receive a service and want to know why
- Members of the local community
- Our staff and volunteers, and those of our partners
- Anyone with feedback or a complaint about our activities or the conduct of the people who carry them out
What can you tell us about?
We welcome any positive or negative feedback. Among other things, you can tell us about:
- The quality of our activities and services
- Misconduct or abuse by any of our staff or our partners’ staff
- Any failure to respect humanitarian principles, especially neutrality
- Needs of participants not being considered, especially the most vulnerable such as women and children
- Project information that is not clear enough for you to take part
- Selection criteria, or being included in or left off lists
- Missing, late or poor-quality materials
- Security risks linked to a project
- Any suggestion to improve our programs or how our team treats you
Serious reports
We treat any report of corruption, fraud or theft, abuse (especially involving children), sexual exploitation and abuse, or any serious breach of our code of conduct or child protection policy with the utmost seriousness and full confidentiality. These reports are referred immediately to our Incident Management Committee.
In the form below, choose “Sensitive report” so that it reaches only our safeguarding focal point. Read about our safeguarding commitments
Send your message through the website
Your message is stored in a private registry on our own website and is not sent to any outside service. After sending it you get a reference number and a PIN to follow our reply on the tracking page.
What happens after you contact us?
- Registration Your message is recorded in a private registry that only the complaints officer can see.
- Acknowledgement We confirm we received your message and thank you, through the same channel you used.
- Classification and referral It goes to the right team: the program team, project and technical management, or the Incident Management Committee for serious cases.
- Handling The team works on it and may contact you if they need more details.
- Outcome We tell you the final outcome and record the resolution in the registry.
How quickly do we respond?
| Type of issue | Acknowledgement | Time to handle |
|---|---|---|
| Feedback, suggestion or request for information | Immediately to 3 working days | Immediately to 3 working days |
| An issue with an activity or service | Immediately to 3 working days | Up to 10 working days |
| An issue that needs management action | Immediately to 3 working days | Up to 15 working days |
| A serious report that needs an investigation | Immediately to 3 working days | As long as the investigation takes, and no more than one month |
Can I contact you without giving my name?
Yes. You can share a complaint or feedback without any personal information, and we will not ask for anything you do not want to give.
We do encourage you to leave your name and a way to reach you, so we can come back to you with questions and tell you the outcome. Our system is designed to protect your confidentiality and safety.
Your confidentiality and data
- Only the staff member responsible for the complaints registry can see it.
- NSPPL complies with Türkiye’s Personal Data Protection Law No. 6698, published in the Official Gazette on 7 April 2016, issue 29677.
- Your personal details (name and phone number) stay confidential and are shared with no third party unless necessary.
- Sensitive reports are handled with strict confidentiality to protect the person who made them.
What this mechanism does not handle
Some messages are not complaints, including general questions about the organization, requests for information, contract disputes and internal employment matters, terms and benefits, and anything outside the organization’s work and mandate. In every case we will explain this and point you to the right place as far as we can.