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

14 July 2021

NFI distribution survey report

Type:

Report

Organisation:

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

2 June 2021

Module CEA for Humanitarian Service Points (HSP)

Type:

Guide

Organisation:

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
  • Survey

14 December 2020

CEA in Greek lessons

Type:

Case Study

Organisation:

Hellenic Red Cross

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

26 October 2020

Migrant satisfaction surveys on Health Days in Peru

Type:

Case Study

Organisation:

IFRC

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

27 July 2020

Accountability, feedback & complaints mechanisms in humanitarian responses to migration

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

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

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?

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

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

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)

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

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