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.

15 June 2020

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

Type:

Leaflet

Organization:

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
  • French
  • Leaflet
  • Spanish
  • Zine

2 April 2020

Case study: Setting up a complaints and response mechanism

Type:

Case Study

Organization:

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

Organization:

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
  • French
  • Post-distribution monitoring

1 April 2020

Focus group discussion questions for CEA

Type:

Tool

Organization:

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
  • French

1 April 2020

Development of a complaints and response mechanism in Lebanon

Type:

Case Study

Organization:

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
  • Feedback

1 April 2020

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

Type:

Case Study

Organization:

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
  • Feedback