Frequently Asked Questions

·         How does the SMS feedback work?
Using a mobile phone with a local SIM card, SMSes from beneficiaries will be received and forwarded to a private administration section of the dashboard supported by Ushahidi platform at http://somcdrd.org/geo/dashboard/.

·         What times are best to send messages?
You can send feedback any time that suits you. The SMS feedback line is open 24/7, including weekends and public holidays.

·         Where do my messages go?
The comments you send are only read by 4 people, 2 of whom are responsible for processing feedback messages. Once they have processed, translated to English, and categorized your messages, they will post them on this website: www.somcdrd.org/hif, but your personal details and phone number will not appear in public.

·         How much does it cost me?
Only the cost of one SMS text message at your normal network rate. You will not be charged anything more, nor will you be subscribed to any other services.

·         What happens after I send the message?
You will receive an automated reply acknowledging your message and thanking you for your feedback. If your message regards a complaint or enquiry, and only if it is directly related to a DRC project, we will pass it to the relevant department and let you know what actions are to be taken. If you do not wish to be contacted by anyone, simply ignore the reply message and no further contact will be made.

·         What is the different between the existing complaint mechanism and the beneficiary feedback system?
 Feedback messages are vital to ensure DRC is in direct contact with beneficiaries and hear their voices in order to monitor projects better and improve on delivery. Feedback messages do not need to be followed up beyond the automated response. Complaints and suggestions directly affecting DRC projects, on the other hand, will be dealt with by the relevant department and outcomes relayed to the beneficiary. Complaints and suggestions regarding third party and other humanitarian agencies, DRC will not be able to address but we will forward to the relevant agency for you.

·         Can I trust you not to use my mobile phone number or pass it on to anyone else?
Yes.  DRC’s Beneficiary Feedback will not use your phone number or make it available to anyone else unless you specifically give permission. Even when you do, you will only be contacted if necessary to help the relevant person deal with your complaint or query.

·         What if I want something sorting out quickly?

The Beneficiary Feedback is a convenient feedback service designed to help beneficiaries have their say, express opinions, etc. If you have an issue that needs sorting out immediately and that is part of an ongoing project, we will forward your message to a field officer near you. But if it concerns a service provided by a third party, we can only forward them your message and urge them to follow up.

Su’aalaha uguu badan ee layska waydiiyo qaabka habkani u shaqeeyo: 

·         Siduu habkani u shaqeeyaa?

Iyadoo la adeegsanaayo moobilka, kuwaas oo ku xidhan Sistam la yidhaahdo Daashboodh oo uu taageeraayo soo bandhige layidhaahdo “Platform”, ayaa maasayjkii gaabnayd ee ay soo direen ka faa’iidaystayaashu waxaa la dhigayaa mareegta hay’adda ee http://somcdrd.org/geo/dashboard/.

    ·         Xilligee ugu fiican ee maasayj la diri karaa?

Sistamku wuxuu shaqaynayaa 24 saacadoodba, xataa maalmaha fasaxa la yahay, waxaanad diri kartaa fariintaada xillikasta oo kuu haboon in aad dirto.

·         Maasayjkaygu xaguu tagayaa?

Fariinta aad dirto waxaa akhrinaaya 4 qof oo qudha, 2 ka midihi waa cidda habaynaysa ee turjumaysa ka dibna dhigi doonta mareegta hay’adda. Laakiin magacaaga, telefankaaga iyo faahfaahintaada lama dhigaayo, kana muuqanmaayaan mareegta hay’adda ee www.somcdrd.org/hif.

·         Maxaa karash igu kacaya?

Kaa qaadan mayso kharash aanka ahayn inta maasayjka caadiga ah lagu diro, ma jiro wax dheer oo ay kaa goosanaysaa.

·         Maxaa dhacaya markaan diro maasayjka ka dib?

Isla marka aad dirto masayjkaaga waxaad helaysaa fariin degdega ah, oo lagaaga mahadcelinaayo fikrada aad soo dirtay.  Haddii fariintaadu la xidhiidho cabasho ama dalab war dheeri ah, oo si toosa u khusaysa Hay’adda DRC mashaariicdeeda, waxaa si toosa loogu gudbindoonaa cidday khusayso, waana kula soo socodsiin doonaa talaabada la qaadi doono. Hadaadan rabin in lagula soo xiriiro, lagulama soo xiriiri doono.

·         Ma idinku aamin karaa in aydaan isticmaalin nambarkeyga,  ama inaydaan cid kale u gudbin?

Waa sax, DRC habkeedani awood uma laha in uu numberkaaga isticmaalo ama uu cid kala siiyo, haddaanu adiga ogolaansho kaa haysan, waxaa kaliya oo kula soo xidhiidhi karaa waa cidda cabashadaada iyo warkaad rabtay jawaabtiisa ku siinaysa. 

·         Haddaan rabo in arrin si degdeg ah in la iigu qabtana?

Habkani waa mid loo abuuray in uu kuu adeego  kaana caawiyo in aad soo gudbiso arragtidaada iyo fikradaadaba si xor ah, sidaas awgeed haddaad rabto in arrin si degdega wax lagaaga qabto taas oo la xidhiidha mashaariicaha hadda socda, waxaanu fariintaada kuugu gudbin doonaa masuuliyiinta goobaha kuugu dhow. Laakiin hadday arrintaadu khusayso hay’addaha kale een wadda shaqayno, waxaanu karnaa oo qudha in aanu kuugu tabino howshaada, kuna boorino in ay si degdeg ah wax uga qabtaan.

·         Waa maxay farqiga u dhexeeya habkii cabasho tabinta ee horey u jirey iyo habkan fikrad dhiibashada ee cusub?

§  Fariintan toos ka ah ee ka faa’iidaystayaashu waxay muhiim u tahay in la maqlo codka ka faa’iidaystayaasha, taas oo u sahlaysa habka kormeerka howlaha oo horumarin iyo degdegsiinyo siinaysa.

§  Haabkan fikrad celinta ka faa’iidaystayaashu uma baahna in laga jawaabo madaama ay tahay fariin.

§  Cabashooyinka iyo soo jeedimaha ku saabsan DRC mashaariicdeeda, waxaa loo gudbinayaa masuuliyiinta mashruuca laga cabanayo, iyadoo jawaabta soo baxdana loo gudbin doono ka faa’iidaystayaashii soo diray.

§  Cabasha iyo soo jeedimaha khuseeya hay’addaha  kale ee ku lug leh gargaarka bini-aadannimo, DRC awood umalaha in ay ka jawaabto laakiin waxay kaa caawindoontaa in ay ayaga u gudbiso fariintaadii.