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.
1 April 2020
How to do post-distribution monitoring?
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IFRCThis 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…
1 April 2020
Focus group discussion questions for CEA
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IFRCThis 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…
1 April 2020
Development of a complaints and response mechanism in Lebanon
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British Red CrossThis 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…
1 April 2020
Case study: Setting up community committee for feedback and complaints (BRC)
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IFRCThis 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.
30 March 2020
Feedback starter kit pilot report – Malawi
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IFRCThis 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…
30 March 2020
Building resilience through community participation
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Turkish Red CrescentThis case study explores how advisory committees at Turkish Red Crescent Society community centres are being used to ensure that services remain relevant to people’s needs and that communities can…
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