From Fear to Fairness: How Awaaz Empowers Women

The UN-operated Awaaz Afghanistan hotline (410) is a confidential, toll-free hotline, and a vital component in upholding integrity and human dignity in Afghanistan's complex humanitarian landscape. This essential lifeline ensures the affected population, particularly women facing difficult situations, have a voice to report their concerns and issues. Through swift action and persistent follow-up, Awaaz has restored stolen assistance, corrected a discrimination, and secured urgent protection for families at risk. Awaaz ensures voices are not just heard, but that justice and fairness are delivered, thereby ensuring an accountable humanitarian response.

Restoring Stolen Aid: The Fight for 23 Women’s Dignity

For women in rural communities, cash assistance is a lifeline for basic survival. In one village, hope turned to dismay when a group of 23 women had their recently received funds forcibly confiscated by local gatekeepers immediately after distribution. Fearing retaliation, one of the rightful female beneficiaries reached out to Awaaz. She articulated a simple, powerful truth: “We are the ones who truly need this support.”

Awaaz’s operators documented the confidential complaint and swiftly escalated the case through official accountability channels. Through persistent follow-ups, the stolen funds were recovered and returned to all 23 women, confirming the system is built to deliver justice.

Ensuring Fair Access: Righting an Economic Opportunity

For women striving for economic independence, a skills training course is a priceless opportunity. When Ms. Zohra (name changed for confidentiality), a participant in a vital tailoring course, was removed without justification, she faced the loss of her future livelihood. She contacted Awaaz, expressing her core request: “Even if assistance cannot be provided, we ask that we be treated with dignity and respect.”

Recognizing this as a clear case of discrimination, Awaaz escalated the complaint to the responsible implementing partner. Following a review triggered by the hotline, the organization acknowledged the error and immediately reinstated Ms. Zohra’s enrollment, restoring her right to equal opportunity.

Securing Safe Passage: A Mother and Children Saved

In situations of crisis, the most vulnerable often face the greatest protection risks. Recently deported and stranded without resources in Nimroz province, Ms. Fatima (name changed for confidentiality) and her three young children had nowhere to turn. Desperate and unregistered, she called the Awaaz hotline (410), believing she had no one else to ask.

Recognizing the severe protection risk, Awaaz mobilized an urgent response. Through persistent internal and external escalation, the family received AFN 10,000 in emergency aid. This critical assistance enabled Ms. Fatima and her children to secure safe transport home, ensuring they did not "fall through the cracks."

“These cases remind us why Awaaz exists. For many women, speaking up comes with fear and risk, yet they still choose to reach out because they believe someone will listen,” said Edrees Omed, Awaaz Project Manager. “When women see that their voices can lead to real change, accountability becomes more than a principle; it becomes a lived reality.”

A Shared Commitment to Accountability and Scale

Awaaz Afghanistan is the essential two-way communication channel, ensuring that feedback is used to improve the quality of programming and address systemic issues. The mechanism, established in 2018 by the Humanitarian Country Team (HCT), is the country's only interagency complaint and feedback system. The impact is far-reaching:

• Since its launch, Awaaz has handled over 660,000 calls from all over the country.
• The call centre has reached more than 4.6 million individuals with critical information and support.
• Approximately 20% of these calls have come from female callers, demonstrating Awaaz’s success as a safe channel for women.

As the managing agency for this vital mechanism, UNOPS highlights Awaaz's strategic role in the entire humanitarian response.

“Awaaz is more than a hotline; it is a shared commitment that fundamentally improves the way we deliver aid,” said Katy Webley, UNOPS Country Director. “By giving women a confidential and secure channel, this mechanism improves accountability, enhances aid efficiency, and is essential in protecting them from discrimination, exploitation, and other unjust practices.”

The commitment of the UN and its partners is to ensure this vital mechanism remains sustainable, upholding the core promise that every voice, particularly those of the most marginalized, is respected and acted upon.