1. What is Feedback and Complaints Mechanism?

Feedback and Complaints Mechanism is a specifically designated mechanism with a mandate to receive and process feedback and complaints. Refugee Rights Turkey (“RRT”) is committed to receiving feedback and responding to complaints about its work and conduct from all stakeholders in a timely and appropriate manner. Feedback and complaints will be dealt with professionally, and in ways that promote fairness, transparency and accountability. RRT recognizes the importance of doing so to: 

• Reaffirm the dignity and value of our stakeholders and their right to be heard and acknowledged,
• Learn from our stakeholders and adjust our programs to better meet their needs, thereby improving program quality and impact,
• Alert the organization about the cases of misconduct and to assure stakeholders that Refugee Rights Turkey does not tolerate wrongdoing.

2. Who can apply to the Feedback and Complaints mechanism?

All beneficiaries who receive support from the Refugee Rights Turkey can apply to our institution's Feedback and Complaints mechanism. All stakeholders who participate in the activities of our institution and in contact with our institution can apply to our Feedback and Complaints mechanism if they are exposed to or observe a situation contrary to the Ethics and Professional principles or to communicate their negative or positive feedback for the services they receive from RRT.

• All RRT Beneficiaries,
• Other people directly affected by policies and actions of RRT,
• Partners, donor organizations and their staff (humanitarian partners, contractors and authorities).

3. Which applications does the Feedback and Complaints mechanism evaluate?

The Feedback and Complaints mechanism is a mechanism where you can share your positive and negative feedback about the legal support services offered by the Refugee Rights Turkey, the events it organizes and all its activities, and it is also an institutional structure that can be applied in case of violation of the Ethics and Professionalism principles.

Refugee Rights Turkey believes in receiving feedback and responding to complaints about the services and its conduct and improve the support we offer in line with these views.

The following categories of feedback/complaints will be evaluated:

• Negative /Positive Feedback about services,
• Operational complaints (such as delay in transactions),
• Corruption (fraud, theft and other forms of dishonesty),
• Breaches of confidentiality,
• Sexual exploitation and abuse,
• Discrimination,
• Harassment, bullying and verbal abuse.

The following categories of feedback/complaints are not accepted under the Feedback and Complaints Mechanism:

• Reports/complaints about matters unrelated to RRT,
• Reports/complaints regarding internal organization (RRT has a seperate internal feedback and complaints mechanism.)

4. How to apply for the Feedback and Complaint mechanism?

Refugee Rights Turkey believes in receiving feedback and responding to complaints about the services and its conduct and improve the support we offer in line with these views. For this reason, you can use any of the communication channels below, which have been specifically developed for our beneficiaries and stakeholders to send their feedback and complaints.

RRT’s Feedback and Complaints Hotline: +90 0543 329 61 90  

• The Hotline is operational during all weekdays from 10.00 AM to 5.00 PM. The Hotline currently operates in Turkish and English. Interpretation is provided upon request.
• SMS, Whatsapp, Telegram, Signal, Viber calls and messages in any language are also accepted.

E-mail:  This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it.  

E-mails in any language is accepted and duely processed.

Online form: Online forms are also available in Turkish, English, French, Arabic and Farsi

5. How does the Feedback and Complaint mechanism work?

The information of each person and institution that reaches us will be evaluated with the utmost care, abiding by the principles of confidentiality. This information will not be shared with third parties for any reason other than legal obligations. During the evaluation and inquisition of the application, due attention is given to the privacy of the applicant and other relevant parties. We also remind that it will not impact the beneficiary’s ability to receive or continue to receive services from RRT.

RRT is an institution that is committed to providing a service environment that does not compromise discrimination and harassment, and do not tolerate or ignore any kind of these situations that may arise.

To understand the full scope of your complaints and feedback, we may need to contact you for more detailed information about the issue you are applying to us. Applications to the Feedback and Complaints mechanism are answered within 3 working days. In this reply, the applicant is informed that the application has been received by us and how to proceed according to the content of the application.