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

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

2 July 2019

Eight principles for building trust through feedback

Type:

Report

Organisation:

BOND

A report from BOND entitled ‘Building Trust Through Feedback’, which sets out best practice principles for developing an accountable feedback mechanism within programme work in the humanitarian sector.

  • Client responsiveness
  • Feedback
  • Participation

29 June 2019

How to establish and manage a systematic community feedback mechanism

Type:

Tool

Organisation:

IFRC

An IFRC guide on ‘How to Establish and Manage a Systematic Community Feedback Mechanism’, which details how to integrate community feedback to improve decision making.

  • Feedback
  • Monitoring
  • Participation

27 June 2019

Closing the loop: effective feedback in humanitarian contexts

Type:

Tool

Organisation:

Alnap

Guidance from ALNAP on how to implement effective feedback mechanisms in a humanitarian programme, to improve Community Engagement and Accountability. Additional resources can be found at: https://www.alnap.org/.

  • Communication
  • Feedback
  • Monitoring

27 June 2019

Client voice and choice and Ground Truth solutions feedback reports

Type:

Report

Organisation:

International Rescue Committee

A report from the International Rescue Committee (IRC), based on feedback from clients in Greece, Kenya, South Sudan, and southern Syria, which forms part of the IRC’s Client Voice and Choice Initiative to improve CEA.

  • Accountability
  • Feedback
  • Participation

27 June 2019

16 key lessons on collecting and using client feedback

Type:

Report

Organisation:

International Rescue Committee

A report from the International Rescue Committee about collecting and using client feedback to inform programming decisions, provide insights for humanitarian teams and improve Community Engagement and Accountability.

  • Feedback
  • Monitoring
  • Participation

17 June 2019

Hotline risk register

Type:

Tool

Organisation:

IFRC

A template hotline risk register produced by the IFRC which can be adapted for use in a variety of projects.

  • Feedback
  • Hotline
  • Mainstreaming

17 June 2019

Hotline questions and answers (internal)

Type:

Report

Organisation:

IFRC

A Q&A document produced by the IFRC detailing the Nepal Red Cross Society’s hotline following the 2015 earthquake in the country. It outlines the system used, its aims, feedback mechanisms and costs.

  • Feedback
  • Information as aid
  • Mainstreaming