ASF Institutional Policy Manual · Aligned with PHIG, September 2026
Part of the ASF policy framework, aligned with the equivalent PHIG policy. To raise a concern: see the ASF Complaints and Reporting Channel.
Anyone affected by ASF’s work can give feedback or complain, free of charge and without fear, and receives an answer. Owner: Patient and Public Council.
Channels
- Use the ASF Complaints and Reporting Channel (subject “Feedback” or “Complaint”) and the contact form on publichealth.ge
- WhatsApp and phone, published on project materials
- A feedback box or form at project sites and events
- In person to any ASF staff member, who must pass it on the same day
Channels are explained in French and English, and in other languages used by the community, at the start of every project.
Handling standards
| Step | Timeline |
|---|---|
| Acknowledge receipt | 3 working days |
| Resolve standard feedback or complaints | 15 working days |
| Sensitive complaints (fraud, safeguarding, misconduct) | Referred at once to Policy 14, confidentially |
| Appeal of an outcome | To the the Board Chair, then the Chair |
Learning
The Safeguarding and People Lead keeps a feedback log and reports themes and actions to management every quarter and in donor reports where required.