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

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

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

26 March 2020

3-step feedback mechanism: Closed feedback loops with migrants on the move

Type:

Report

Organisation:

British Red Cross

Guidelines for National Societies from the Red Cross AMiRA Programme on how to set up a feedback mechanism with migrant populations on the move.

  • Feedback
  • Participation

3 July 2019

Feedback form [Vietnamese and English] – community engagement

Type:

Tool

Organisation:

IFRC

A 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.

  • Evaluation
  • Feedback
  • Monitoring

2 July 2019

Feedback to action report

Type:

Report

Organisation:

International Rescue Committee

The International Rescue Committee’s ‘Feedback to Action’ report, which looks at how to improve the use of feedback in programmatic decision making.

  • Client responsiveness
  • Feedback
  • Participation

2 July 2019

Eight principles for building trust through feedback

Type:

Report

Organisation:

BOND

A 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.

  • Client responsiveness
  • Feedback
  • Participation

29 June 2019

How to establish and manage a systematic community feedback mechanism

Type:

Tool

Organisation:

IFRC

An IFRC guide on ‘How to Establish and Manage a Systematic Community Feedback Mechanism’, which details how to integrate community feedback to improve decision making.

  • Feedback
  • Monitoring
  • Participation

27 June 2019

Closing the loop: effective feedback in humanitarian contexts

Type:

Tool

Organisation:

Alnap

Guidance 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/.

  • Communication
  • Feedback
  • Monitoring

27 June 2019

Client voice and choice and Ground Truth solutions feedback reports

Type:

Report

Organisation:

International Rescue Committee

A 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.

  • Accountability
  • Feedback
  • Participation

27 June 2019

16 key lessons on collecting and using client feedback

Type:

Report

Organisation:

International Rescue Committee

A 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.

  • Feedback
  • Monitoring
  • Participation

17 June 2019

Hotline risk register

Type:

Tool

Organisation:

IFRC

A template hotline risk register produced by the IFRC which can be adapted for use in a variety of projects.

  • Feedback
  • Hotline
  • Mainstreaming

17 June 2019

CEA Ground Truth Europe migration powerpoint presentation

Type:

Training Material

Organisation:

IFRC

A 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.

  • Displacement
  • Emergencies
  • Migrants