POINT is committed to accountability by ensuring transparency, participation, and responsiveness in all its operations. Through its Complaints, Feedback, and Response Mechanism (CFRM), POINT upholds ethical humanitarian principles, empowering communities to voice concerns, report issues, and actively shape interventions. The organization prioritizes dignity, protection, and equity, ensuring all feedback is addressed systematically and without fear of retaliation.

To facilitate an inclusive and accessible CFRM, POINT has established multiple feedback channels, including suggestion and complaint boxes placed in project areas, dedicated hotlines for general and sensitive complaints (such as Protection from Sexual Exploitation and Abuse – PSEA), electronic online forms, social media monitoring, email reporting, and direct face-to-face interactions with staff. These diverse channels ensure that all community members, regardless of literacy, location, or digital access, can safely and easily provide feedback.

All feedback and complaints are systematically recorded in a secure database, categorized based on severity, and addressed through a structured process. The CFRM focal point is responsible for collecting, tracking, and escalating complaints to the appropriate program or management level, ensuring timely responses and resolution. Serious complaints, such as corruption, abuse, or breaches of policy, are directly referred to the Incident Management Committee (IMC) for urgent action.

POINT continuously monitors and evaluates CFRM trends, using feedback to enhance program quality, inform decision-making, and implement corrective measures. Regular reports are shared internally and with stakeholders, reinforcing a culture of learning and accountability. By integrating continuous improvement, stakeholder engagement, and strong protection measures, POINT fosters trust with beneficiaries, partners, and donors, ensuring that humanitarian assistance remains effective, transparent, and responsive to community needs.