A Voice That Matters: Awaaz Helps Restore Stolen Lifeline in Rural Afghanistan

Herat Province, Afghanistan — When Fatima (name changed for confidentiality), a resident of a remote village in western Afghanistan, received urgent cash assistance in March this year, it felt like a turning point. Like thousands of others across the country, she was struggling to make ends meet amidst growing economic pressures. The support—14,700 AFN, equivalent to USD 200—provided a vital lifeline.

But within a day, that lifeline was taken from her.

The Problem: Misuse of Power in Times of Need

Fatima was one of 23 people in her community who received the cash assistance as part of a broader humanitarian response. However, on 25 February 2025, just a day after the disbursement, two self-appointed community focal points confronted the recipients. Claiming to “redistribute” the funds across the wider village, they forcibly collected the entire amount from each beneficiary—ignoring eligibility criteria and the targeted nature of the aid.

For Fatima and others, this wasn’t just a loss of money. It was a loss of dignity and hope.

Fearing retaliation and deeply concerned for her safety, Fatima chose a path many others might not have dared: she contacted Awaaz Afghanistan—the country’s only inter-agency, toll-free, and confidential platform for feedback and complaints related to humanitarian assistance.

Awaaz Responds: Quiet Protection, Swift Action

Honoring Fatima’s request for complete anonymity, the Awaaz team documented the case in detail and swiftly referred it to the responsible humanitarian organization for follow-up. Within days, a field team was deployed to the area to investigate the claims.

Their findings confirmed Fatima’s story.

On 4 March, less than ten days after her call, the organization returned to the village, addressed the misconduct, and recovered the full amount of cash assistance. Each affected household, including Fatima’s, received their rightful share—restoring not only their financial support but also a critical sense of fairness and trust.

“Awaaz exists to ensure that no one feels voiceless when things go wrong. In every call, there is a story of courage—and a responsibility to act,” said Edrees Omed, Awaaz Project Manager.  “This case is a powerful reminder that when people speak, and when humanitarian actors listen, meaningful protection and justice are possible—even in the most remote corners of Afghanistan.”

Beyond a Hotline: A Bridge of Trust

Awaaz Afghanistan—supported by UN agencies and partners—remains the country’s first and only nationwide humanitarian call centre. With over 586,000 calls handled and 3.9 million people reached, Awaaz empowers communities to speak up, access information, and shape the support they receive—promoting safer, more accountable programming for those who need it most.

Fatima’s story illustrates the platform’s broader impact: it’s not just about receiving a complaint. It’s about restoring trust, rights, and resilience—one call at a time.

A Call That Changed Everything

Today, Fatima has her cash assistance back. But more importantly, she knows her voice mattered.

For thousands of others like her, Awaaz stands ready—to listen, to respond, and to protect.

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