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.
28 November 2019
Development of a Complaints and Response Mechanism in Lebanon
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.
25 November 2019
Setting up community committee for feedback and complaints
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.
25 November 2019
Feedback starter kit pilot report – Malawi
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.
13 November 2019
Building resilience through community participation
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.
23 October 2019
Community and organisational perceptions feedback: Cyclone Idai
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.
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.
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