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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14 August 2019

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

Poster – Suggestions, comments, complaints, questions

Type:

Infographic

Organisation:

IFRC

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.

  • Accountability
  • Feedback
  • Monitoring

2 July 2019

Feedback Form – What is your opinion about the clinic service?

Type:

Tool

Organisation:

IFRC

An IFRC clinic satisfaction survey, which invites users to provide a rating of ‘good’, ‘neutral’ or ‘bad’ to their experience of clinic services.

  • Accountability
  • Feedback
  • Monitoring

2 July 2019

Common feedback project – Nepal, 2015

Type:

Report

Organisation:

HCT Nepal

An inter-agency report on the ‘Common Feedback Project’, following the 2015 Nepal earthquake. It focuses on the accountability response and how affected people were given access to information and feedback mechanisms.

  • Earthquake
  • Participation

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