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.
10 October 2019
CHS Alliance support to complaints and feedback mechanisms
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 & Accountability more broadly, and explores various areas where the CHS Alliance could consider future work.
9 October 2019
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.
14 August 2019
3-step feedback mechanism: Closed feedback loops with migrants on the move
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.
3 July 2019
Feedback form [Vietnamese and English] – community engagement
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.
2 July 2019
Poster – Suggestions, comments, complaints, questions
An IFRC poster which asks people to make use of a Red Cross Suggestion Box in the camp. It includes instructions on how to submit feedback and informs people how the Red Cross will respond.
2 July 2019
Feedback Form – What is your opinion about the clinic service?
An IFRC clinic satisfaction survey, which invites users to provide a rating of ‘good’, ‘neutral’ or ‘bad’ to their experience of clinic services.
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