Sometimes incorrect information spreads about our services or how to register for them. Here are answers to the questions we hear most often. If you hear something you are not sure about, ask us before you believe it or pass it on.
Beware of fraud
- Our services are free of charge.
- No one may ask you for money, a gift or anything else in exchange for registering you or giving you our services.
- If someone contacts you in NSPPL’s name and you have doubts, check with us on our single number +90 531 936 7609 or our official pages.
- Report any such attempt through the form by choosing “Sensitive report”.
Frequently asked questions
How do I know if I am eligible for a service?
This depends on each project’s criteria. If you did not receive a service and want to know why, or have a question about selection criteria or being on a list, ask us on the hotline or through the form and we will explain.
Will making a complaint affect my services?
No. Giving feedback or making a complaint is your right and will never affect your access to any of our services.
Can I complain without giving my name?
Yes. When you use the form you get a reference number and PIN to follow our reply yourself on the tracking page, without giving us any personal information.
Who reads my message?
Only the complaints officer. Sensitive reports are seen only by the safeguarding focal point.
When will I get a reply?
We acknowledge your message within 3 working days at most. Feedback and suggestions are handled within 3 working days, issues with activities or services within 10, issues needing management action within 15, and serious reports within one month at most.
I heard something about NSPPL and I am not sure it is true. What should I do?
Ask us directly on the hotline, WhatsApp or the form. We track incorrect information that circulates so we can correct it and improve how we communicate with you.