CEA in Emergencies

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.

IFRC Feedback Toolkit

This toolkit assembles all available resources across the six stages of the feedback cycle.

Visit Toolkit

30 May 2022

Adapting an Ebola feedback mechanism for COVID-19

Type:

Case Study

Organization:

Croix-rouge du Congo, IFRC, Social + behaviour change, UNICEF

A case study on how, in DRC, an interagency community feedback mechanism originally established to better understand people’s perceptions of the Ebola virus has been adapted to gather insights on…

  • Community feedback
  • COVID-19
  • DRC
  • Ebola

Read more

13 April 2022

Community feedback webinar series | COVID-19 vaccine boosters

Type:

Webinar

Organization:

IFRC

The community Feedback Webinar series aims to leverage RCCE/CEA technical support to strengthen the responses to COVID-19 undertaken by each African National Society by promoting monthly interactive discussions and peer…

  • Feedback
  • French
  • Misinformation/ rumours
  • Vaccines

Read more

1 April 2022

Feedback in COVID-19 real-time tracking of community views – case studies from Belarus, Romania, and Turkey

Type:

Case Study

Organization:

IFRC

These case studies looks at some of the different approaches National Societies have taken to feedback mechanisms, the choices they have made based on their different contexts, the benefits and…

  • COVID-19
  • Feedback mechanism
  • KoBo
  • Russian

Read more

1 March 2022

Complaints and Feedback Mechanisms – Closing the feedback loop

Type:

Video

Organization:

Lebanese Red Cross

In this video, Ibrahim, Lebanese Red Cross PMER Coordinator for the Medico-Social sector, takes us through the process of collecting, analysing and responding to service users’ feedback.

  • Arabic
  • Feedback
  • Lebanon

Watch here

1 December 2021

Community feedback webinar: COVID-19 is not real or does not exist

Type:

Webinar

Organization:

IFRC

A webinar on gathering Covid-19 community feedback which aims to encourage peer to peer learning and recommendations among African National Societies. Webinar slides and the webinar’s corresponding feedback report can…

  • Community feedback
  • COVID-19
  • French
  • Perceptions

Read more

1 December 2021

Focus group discussion guide

Type:

Guide

Organization:

Finnish Red Cross

The Finnish Red Cross have developed focus group discussion guidance and questions to investigate social norms in communities using short vignettes. The guide and questions cover sensitive topics such as…

  • Violence
  • Focus group discussion
  • Sexual violence
  • FGM

Read more