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.

Search results

27 July 2020

Accountability, feedback & complaints mechanisms in humanitarian responses to migration

Resource type:

Publication

Organisation:

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

15 June 2020

Zine on Feedback: Do you want people to trust you? Start by listening

Resource type:

Leaflet

Organisation:

IFRC

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.

  • Communication
  • Leaflet
  • Zine

2 April 2020

Case study: Setting up a complaints and response mechanism

Resource type:

Case Study

Organisation:

Turkish Red Crescent

This case study details the setting up a complaints and response mechanism at the Turkish Red Crescent's Community Centres in Ankara, Izmir, Konya and Gaziantep. The case study can also be watched as a video, here: https://youtu.be/ZKRBw1ABh0s

  • Community
  • Complaints
  • Response

1 April 2020

How to do post-distribution monitoring?

Resource type:

Tool

Organisation:

IFRC

This guidance note presents the lessons learned from a Post-Distribution Monitoring (PDM) exercise that took place in Aweil East, South Sudan. It includes practical tips intended for National Societies that are interested in designing and implementing PDMs with a strong focus on CEA.

  • Africa
  • Community
  • Feedback

1 April 2020

Focus group discussion questions for CEA

Resource type:

Tool

Organisation:

IFRC

This guidance note provides a list of suggested questions you can use in Focus Group Discussions (FGD) to understand how well a programme or operation is sharing information and involving the community in decision making. Tips on how to run a successful FGD are also included at the end of the document.

  • Community
  • Feedback
  • Focus group

1 April 2020

Development of a complaints and response mechanism in Lebanon

Resource type:

Case Study

Organisation:

British Red Cross

This case study aims to capture lessons from the development of the Lebanese Red Cross (LRC) complaints and response mechanism (CRM), highlighting what it is, why it was created and how it developed.

  • Case study
  • Complaints
  • CRM

1 April 2020

Case study: Setting up community committee for feedback and complaints (BRC)

Resource type:

Case Study

Organisation:

IFRC

This case study produced by the IFRC and Burundi Red Cross details the setting up of a community committee for feedback and complaints in Muyinga, Burundi.

  • Africa
  • Committee
  • Complaints

30 March 2020

Feedback starter kit pilot report – Malawi

Resource type:

Report

Organisation:

IFRC

This report reviews the introduction and pilot of the new IFRC Feedback Starter Kit in Malawi. This kit provides a systematic way of looking at feedback, which helps to store and compare feedback across different geographic localities, age groups, genders and even programs.

  • Africa
  • Complaints
  • Feedback

30 March 2020

Building resilience through community participation

Resource type:

Case Study

Organisation:

Turkish Red Crescent

This case study explores how advisory committees at Turkish Red Crescent Society community centres are being used to ensure that services remain relevant to people’s needs and that communities can voice their concerns.

  • Advisory committees
  • Community
  • Feedback

30 March 2020

Community and organisational perceptions feedback: Cyclone Idai

Resource type:

Report

Organisation:

CDAC Network

A perceptions survey produced by CDAC and Equip Mozambique, with support from the Mozambique Red Cross and UNICEF, to ascertain the perceived levels of community engagement from organisations that responded to the Cyclone in Mozambique.

  • Africa
  • Complaints
  • Cyclone

30 March 2020

CHS Alliance support to complaints and feedback mechanisms

Resource type:

Report

Organisation:

CHS

Complaints and feedback mechanisms can play essential roles in helping organisations be (more) accountable to the populations with whom – and for whom – they work. This paper unpacks the terms “complaints and feedback mechanisms,” looks at the role of complaints and feedback mechanisms in relation to Quality and Accountability more broadly, and explores various areas where the CHS Alliance could consider future work.

  • Accountability
  • Complaints
  • Feedback

30 March 2020

Feedback starter-kit

Resource type:

Tool

Organisation:

IFRC

This feedback starter-kit responds to key questions and provides the most important tips for setting up and running a simple feedback mechanism. The kit includes an overview of templates containing the necessary basic elements to implement and run a feedback mechanism.

  • Feedback
  • Tools