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.

Search results

16 December 2019

How to do post-distribution monitoring? (French)

Type:

Tool

Organisation:

IFRC

This 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 are interested in designing and implementing PDMs with a strong focus on CEA.

  • Africa
  • Community
  • Post-Distribution Monitoring

16 December 2019

How to do post-distribution monitoring?

Type:

Tool

Organisation:

IFRC

This 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 are interested in designing and implementing PDMs with a strong focus on CEA.

  • Africa
  • Community
  • Feedback

16 December 2019

Focus group discussion questions for CEA (French)

Type:

Tool

Organisation:

IFRC

This 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 the community in decision making. Tips on how to run a successful FGD are also included at the end of the document.

  • Community
  • Feedback
  • Focus Group Discussions

16 December 2019

Focus group discussion questions for CEA

Type:

Tool

Organisation:

IFRC

This 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 the community in decision making. Tips on how to run a successful FGD are also included at the end of the document.

  • Community
  • Feedback
  • Focus Group Discussions

28 November 2019

Development of a Complaints and Response Mechanism in Lebanon

Type:

Case Study

Organisation:

British Red Cross

This 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 how it developed.

  • Case study
  • Complaints
  • Feedback

25 November 2019

Setting up community committee for feedback and complaints

Type:

Case Study

Organisation:

IFRC

This 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.

  • Africa
  • Complaints
  • Feedback