ORD's complaint mechanism provides a safe, accessible, and confidential way to voice concerns and provide feedback
The ORD Complaint Mechanism is designed to provide a safe, accessible, and confidential way for users to voice concerns, file complaints, and provide feedback about ORD's services, policies, or staff conduct. Our goal is to respond swiftly and fairly to each complaint, ensuring accountability and continual improvement in our organization. This system can be used by everyone, no restrictions at all.
ORD offers multiple channels to submit complaints, allowing users to choose the method most convenient for them: Email, call, handwritten messages, and/or meet our complaint officer.
Every complaint will be handled with the utmost confidentiality, and user identities will be protected unless explicit consent is given for disclosure.
ORD is committed to acknowledging and addressing all complaints promptly, with a maximum response time of five working days.
Each complaint will be recorded, tracked, and managed transparently, with responses provided in a respectful and professional manner.
ORD guarantees a non-retaliatory environment. Users can report concerns without fear of repercussions.
ORD complaint mechanism focuses on the following key areas but is not limited only to these. It addresses all sorts of complaints relating to ORD business:
ORD offers the following channels for users to submit their complaints:
Send your complaint to our dedicated email address: complaints@ord.org.af
Please include a brief description of your concern, relevant details (such as date, time, location), and your contact information if you would like a direct response.
You may also submit complaints by calling our dedicated complaint line: 0202503184
Physical complaint boxes are located at each ORD office for in-person submissions. Feel free to write down your concerns and place them in the box.
For those wishing to remain anonymous, no contact information is required on physical submissions.
Our complaint team is available to assist and record your concerns. Please have details ready to help us address your complaint quickly and accurately. Talk to them and meet them in confidentiality.
Complaints are reviewed confidentially by our dedicated team to determine the appropriate response.
Each complaint is assessed objectively and fairly, with all necessary steps taken to address the concern.
ORD aims to resolve all complaints to mutual satisfaction and uses the feedback to improve services and practices continuously.
Thank you for helping us improve our services and foster a culture of accountability at ORD. We value your feedback and are here to support and address any concerns you may have.