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

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

25 November 2019

Feedback starter kit pilot report – Malawi

Type:

Report

Organisation:

IFRC

This 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 and compare feedback across different geographic localities, age groups, genders and even programs.

  • Africa
  • Complaints
  • Feedback

13 November 2019

Building resilience through community participation

Type:

Case Study

Organisation:

Turkish Red Crescent

This 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 voice their concerns.

  • Advisory Committee
  • Community
  • Feedback

23 October 2019

Community and organisational perceptions feedback: Cyclone Idai

Type:

Report

Organisation:

CDAC Network

A perceptions survey produced by CDAC and Equip Mozambique, with support from the Mozambique Red Cross and UNICEF, to ascertain the perceived levels of community engagement from organisations that responded to the Cyclone in Mozambique.

  • Africa
  • Complaints
  • Cyclone

10 October 2019

CHS Alliance support to complaints and feedback mechanisms

Type:

Report

Organisation:

CHS

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.

  • Accountability
  • Feedback
  • Complaints