Complaints and feedback
Community feedback is essential to any project. It helps you understand what is working well, and whether changes need to be made. You can use the tools and resources in this section to set up an effective complaint and feedback system.
14 July 2021
NFI distribution survey report
Organization:Hellenic Red Cross
A report on the results of a survey carried out in May 2021 on the distribution of non-food items to the residents of the Lesvos Identification Centre (Karatepe) in Greece on behalf of the Hellenic RC.
2 June 2021
Module CEA for Humanitarian Service Points (HSP)
IFRC and National Society Humanitarian Service Points implemented in migration crisis response operations are a field-based tool to address the priority needs of migrants. To accompany this work, a manual on integrating the CEA approach has been developed for these service points.
14 December 2020
CEA in Greek lessons
Organization:Hellenic Red Cross, IFRC
A case study on the implementation of a feedback mechanism designed to understand the effectiveness and appropriateness of Greek languages classes attended by migrants and refugees in Thessaloniki, particularly looking at online and distance learning solutions put in place in response to COVID-19.
26 October 2020
Migrant satisfaction surveys on Health Days in Peru
Organization:IFRC, Peruvian Red Cross
A case study on the implementation of satisfaction surveys which were used to collect feedback from migrant populations on health services in Peru during ‘Health Days’. Health Days were set up by the Peruvian Red Cross with support from IFRC in response to the lack of available health services for migrants in Peru.
27 July 2020
Accountability, feedback & complaints mechanisms in humanitarian responses to migration
This guidance document provides an overview of accountability to affected people and where feedback and complaints mechanisms fit. It outlines some of the challenges of migration contexts, as well as highlights the lessons learned by organisations implementing feedback and complaints mechanisms in migration contexts.
15 June 2020
Zine on Feedback: Do you want people to trust you? Start by listening
A zine on the importance of community engagement, as well as practical examples, tips, and resource links on how to engage with different communities. This resource is designed to be printed as a leaflet.
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