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.
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30 March 2020
CHS Alliance support to complaints and feedback mechanisms
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CHSComplaints 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.
30 March 2020
Feedback starter-kit
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IFRCThis 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.
26 March 2020
3-step feedback mechanism: Closed feedback loops with migrants on the move
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British Red CrossGuidelines for National Societies from the Red Cross AMiRA Programme on how to set up a feedback mechanism with migrant populations on the move.
3 July 2019
Feedback form [Vietnamese and English] – community engagement
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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
Feedback to action report
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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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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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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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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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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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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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IFRCA template hotline risk register produced by the IFRC which can be adapted for use in a variety of projects.
17 June 2019
CEA Ground Truth Europe migration powerpoint presentation
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IFRCA powerpoint presentation about the IFRC’s Ground Truth feedback methodology for migrants in Europe. It details the design, data collection and analysis of the programme in various countries.
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