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
26 March 2020
Community feedback bulletin on cyclone preparedness
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PublicationOrganisation:
IFRCThe bulletin provides insights into key areas for improvement around cyclone preparedness in the camps and issues that Red Cross and Red Crescent partners may want to consider when planning their programmes.
3 July 2019
Feedback form [Vietnamese and English] – community engagement
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ToolOrganisation:
IFRCA feedback form, in both Vietnamese and English, issued in relation to a Vietnamese Red Cross Project. It gives service users the chance to provide feedback about their experiences, as part of a wider CEA programme.
2 July 2019
Poster – Suggestions, comments, complaints, questions
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InfographicOrganisation:
IFRCAn IFRC poster which asks people to make use of a Red Cross Suggestion Box in the camp. It includes instructions on how to submit feedback and informs people how the Red Cross will respond.
2 July 2019
Feedback Form – What is your opinion about the clinic service?
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ToolOrganisation:
IFRCAn IFRC clinic satisfaction survey, which invites users to provide a rating of ‘good’, ‘neutral’ or ‘bad’ to their experience of clinic services.
2 July 2019
Common feedback project – Nepal, 2015
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ReportOrganisation:
HCT NepalAn inter-agency report on the ‘Common Feedback Project’, following the 2015 Nepal earthquake. It focuses on the accountability response and how affected people were given access to information and feedback mechanisms.
2 July 2019
Feedback to action report
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ReportOrganisation:
International Rescue CommitteeThe International Rescue Committee’s ‘Feedback to Action’ report, which looks at how to improve the use of feedback in programmatic decision making.
2 July 2019
Eight principles for building trust through feedback
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ReportOrganisation:
BONDA report from BOND entitled ‘Building Trust Through Feedback’, which sets out best practice principles for developing an accountable feedback mechanism within programme work in the humanitarian sector.
29 June 2019
How to establish and manage a systematic community feedback mechanism
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ToolOrganisation:
IFRCAn IFRC guide on ‘How to Establish and Manage a Systematic Community Feedback Mechanism’, which details how to integrate community feedback to improve decision making.
27 June 2019
Closing the loop: effective feedback in humanitarian contexts
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ToolOrganisation:
AlnapGuidance from ALNAP on how to implement effective feedback mechanisms in a humanitarian programme, to improve Community Engagement and Accountability. Additional resources can be found at: https://www.alnap.org/.
27 June 2019
Client voice and choice and Ground Truth solutions feedback reports
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ReportOrganisation:
International Rescue CommitteeA report from the International Rescue Committee (IRC), based on feedback from clients in Greece, Kenya, South Sudan, and southern Syria, which forms part of the IRC’s Client Voice and Choice Initiative to improve CEA.
27 June 2019
16 key lessons on collecting and using client feedback
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ReportOrganisation:
International Rescue CommitteeA report from the International Rescue Committee about collecting and using client feedback to inform programming decisions, provide insights for humanitarian teams and improve Community Engagement and Accountability.
17 June 2019
Hotline risk register
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ToolOrganisation:
IFRCA template hotline risk register produced by the IFRC which can be adapted for use in a variety of projects.
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