Tender notice: Consultancy to develop new Complaints and Feedback Mechanism (CFM)

Norwegian People’s Aid (NPA) is a politically independent membership-based Non-Governmental Organisation working in Norway and in more than 30 countries around the world. Founded in 1939 as the labour movement's humanitarian solidarity organisation, NPA aims to improve people's living conditions and to create a democratic, just and safe society.

NPAs programme work internationally covers mine action and disarmament (including demining and conflict preparedness and protection against weapons); humanitarian response (including food security and livelihoods and sexual and gender-based violence) and support to civil society. In all interventions, and in line with commitment 5 of the Core Humanitarian Standard on Quality and Accountability (communities and people affected by crisis have access to safe and responsive mechanisms to handle complaints), NPA currently seeks to gather feedback from the people we serve and the partners we work with. However, this process needs to be further formalised and systematically documented and to be more uniformly applied across all locations. This consultancy will draw on existing NPA experiences, policies and tools as well as those developed by other like-minded organisations to develop a new comprehensive and context-specific Complaints and Feedback Mechanism (CFM) system and implementation guidelines. The CFM system will be informed by the Core Humanitarian Standards and the principles of Charter 4 Change, which NPA is signatory to, while being cognisant of the unique context of NPA’s mandates and different operational areas. 

For more detailed information about the consultancy see Terms of Reference.

Tender will be conducted in accordance with the NPA’s open tendering procedures as detailed in the NPA procurement manual and is open to all interested applicants.

Proposals will only be considered if received by email to tenders@npaid.org with the subject “CFM CONSULTANCY” on or before 30th October 2024 at 4.00 PM CET time. Any applications submitted after this date and time will not be considered.  

Received bids will be opened thereafter by the appointed opening and evaluation committee.

Norwegian People’s Aid
Address: PO Box 8844, Youngstorget
City/place: 0028 Oslo
Country: Norway