What are the potential risks?
- Information about cash assistance and recipient rights is not shared to recipients in a comprehensive, timely, culturally appropriate or understandable manner. This might lead to opportunistic behaviour of private sector agents and/or recipients not able to access their transfer, potentially adopting negative coping mechanisms as a result.
The complaint and feedback mechanisms in place might not be:
- accessible to all cash recipients, especially those with special needs;
- known or not trusted, which discourages cash recipients to raise sensitive issues related to abuse of power;
- efficient and/or lacking referral pathways with private sector customer service helpdesks.
What do we want to achieve?
- Effective communication builds trust and creates an environment where cash recipients feel safe to share and receive information.
- Beneficiaries should know: when they should expect a transfer, how frequently, for how long, the amount they will receive, the fee they will have to pay to the agent, the pieces of information they should provide and what they need to verify before signing the receipt.
- Cash recipients should know what behaviours are acceptable from parties involved in the provision of cash assistance and how to report abuse of power. Complaints and feedback mechanisms must have a robust information management system and abide by a personal data protection policy to support the collection, acknowledgement, analysis and swift quality response to complaints and feedback received. This will improve issue resolution for reported cases and ensure that cases of abuse of power do not remain unreported and therefore unaddressed.