ACRIF’s Complaint and Response Mechanism (CRM) Policy outlines the organization’s comprehensive system for receiving, managing, and responding to complaints and feedback from stakeholders, including communities, staff, and partners. Grounded in the Core Humanitarian Standards (CHS), the policy reinforces ACRIF’s commitment to accountability, participation, and transparency by ensuring accessible and effective channels for raising concerns. It categorizes complaints into sensitive, non-sensitive, feedback, requests, and staff grievances, and defines clear procedures for intake, classification, referral, investigation, and resolution. ACRIF emphasizes the principles of confidentiality and data protection throughout the process, safeguarding the identity of complainants and ensuring secure handling and restricted access to complaint data. The policy includes guidance on responsibilities of staff, escalation protocols for sensitive cases, and mechanisms for continuous improvement through learning, reporting, and monitoring. It also promotes awareness, coordination with external actors, and sustainability of CRM systems across all operational levels.