The Complementarity Initiative - Spotlight on WFP's Helpline (Jan-Apr 2016)

Since WFP Kenya’s Helpline was set up in 2013, it has received almost 10,000 calls. The Helpline is a fundamental part of WFP’s complaints-and-feedback mechanism, and is particularly critical when WFP introduces a major change in its activities. For example, in 2015, calls increased more than tenfold when WFP introduced Bamba Chakula cash transfers into the refugee camps in Kakuma. The Helpline had received 432 calls in the first half of the year, and this jumped to 5,238 in the second half of the year.