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.

1 December 2021

Focus group discussion guide

Type:

Guide

Organization:

Finnish Red Cross

The Finnish Red Cross have developed focus group discussion guidance and questions to investigate social norms in communities using short vignettes. The guide and questions cover sensitive topics such as female genital mutilation, early child marriage and sexual and gender-based violence.

  • Violence
  • Focus group discussion
  • Sexual violence
  • FGM

14 July 2021

NFI distribution survey report

Type:

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.

  • Community feedback
  • Migration
  • Refugees
  • Survey

2 June 2021

Module CEA for Humanitarian Service Points (HSP)

Type:

Guide

Organization:

IFRC

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.

  • Feedback
  • Migration
  • Spanish
  • Survey

14 December 2020

CEA in Greek lessons

Type:

Case Study

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.

  • Case study
  • Community feedback
  • Data collection
  • Feedback
  • Migrants
  • Refugees
  • Satisfaction survey

26 October 2020

Migrant satisfaction surveys on Health Days in Peru

Type:

Case Study

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.

  • Feedback
  • Health
  • Migrants
  • Migration
  • Satisfaction survey
  • South America
  • Spanish

27 July 2020

Accountability, feedback & complaints mechanisms in humanitarian responses to migration

Type:

Publication

Organization:

Start Network

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.

  • Complaints
  • Displacement
  • Feedback
  • French
  • Migration
  • Spanish