Impact of complaints mechanism in Kivu

Concern Worldwide is supporting vulnerable, conflict-affected people in North Kivu, Democratic Republic of Congo. We’re doing this in lots of ways and helping people like Saa Mbili.

Saa’s story

Saa is from the village of Lukweti in Masisi territory, North Kivu. She made the 20 mile trek in heavy rain to attend a fair organised by Concern. It was made possible through funding from the European Commission's Humanitarian Aid and Civil Protection department (ECHO).


Unfortunately, Saa arrived with her sister’s identity card and had no authorisation to collect money vouchers on behalf of her sister. As a result, she was ineligible to take part in the fair and couldnt get access to the agricultural tools and seeds she so desperately needed. Saa was understandably devastated.

Complaints response mechanism

Thankfully,Saa was helped through the complaints response mechanism (CRM). Her problems were listened to and her case was reassessed.


Once her case was verified, Saa was able to participate in the agricultural fair. She used her vouchers to purchase much needed seeds and tools.

As it was rainy season, she and her sister hoped that the seeds would grow well in their field. 


Saa's story shows the importance of accountability in humanitarian work. Strong accountability mechanisms help to empower people through a transparent process of engagement. 


This gives people access to appropriate information, such as the source of funds. It also allows them to appeal, or complain, if they have been unfairly treated. 

In depth

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