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

17 June 2019

Hotline flow chart

Type:

Tool

Organisation:

IFRC

How does a hotline work? From the initial call from a member of the community to high-priority case-handling, mass media follow-up and CEA focal points, this flowchart explains the process in full.

  • Feedback
  • Hotline
  • Mainstreaming

17 June 2019

CEA Ground Truth Europe migration powerpoint presentation

Type:

Training Material

Organisation:

IFRC

A powerpoint presentation about the IFRC’s Ground Truth feedback methodology for migrants in Europe. It details the design, data collection and analysis of the programme in various countries.

  • Displacement
  • Emergencies
  • Migrants

17 June 2019

CEA in Greece – Feedback Mechanisms Powerpoint presentation

Type:

Training Material

Organisation:

IFRC

A presentation from the IFRC’s Budapest CEA workshop, held in March 2017. It provides a summary of feedback mechanisms and images of IFRC communication with local communities.

  • Accountability
  • Feedback
  • Migrants

17 June 2019

Informal feedback and learning

Type:

Infographic

Organisation:

IFRC

An IFRC infographic about how to ensure that informal feedback and learning regularly inform CEA activities.

  • Accountability
  • Feedback
  • Leaflets and posters

17 June 2019

Closing the feedback loop

Type:

Infographic

Organisation:

IFRC

An IFRC infographic called 'Closing the Feedback Loop', which provides guidance on CEA practise and responding effectively to people's feedback.

  • Accountability
  • Feedback

17 June 2019

Time to Listen

Type:

Publication

Organisation:

CDA Collaborative

A guidance document produced by CDA Collaborative Learning Projects entitled ‘Time to Listen’, which outlines best practices for listening and engaging with people who are receiving international aid.

  • Accountability
  • Feedback
  • Video

17 June 2019

Complaints and feedback risk assessment BDRCS

Type:

Tool

Organisation:

Bangladesh Red Cross

A risk assessment produced by the Bangladesh Red Crescent Society to ensure that an effective Complaints and Response Mechanism (CRM) is in place. It includes risks, impacts, and control and mitigation activities.

  • Accountability
  • Feedback

17 June 2019

Community feedback and response: options in emergencies

Type:

Tool

Organisation:

IFRC

A document outlining The British Red Cross’s feedback and complaints procedure. It covers mechanisms for receiving feedback and complaints during an emergency response, and how to respond and learn from them.

  • Accountability
  • Feedback
  • Video

17 June 2019

Complaints handling policy BDRCS

Type:

Tool

Organisation:

Bangladesh Red Cross

The Bangladesh Red Crescent Society’s complaints handling policy. This document covers the key principles of complaints reporting, monitoring and recording, as well as complaint resolution.

  • Accountability
  • Feedback

17 June 2019

Session outline: setting up a complaints and feedback mechanism

Type:

Training Material

Organisation:

IFRC

A training scenario produced by the International Federation of Red Cross and Red Crescent Societies. It looks at best practice in relation to complaints and feedback mechanisms.

  • Accountability
  • Feedback

17 June 2019

Scenario: setting up a complaints and feedback mechanism

Type:

Training Material

Organisation:

IFRC

A training scenario produced by the International Federation of Red Cross and Red Crescent Societies. It looks at how to set up complaints, feedback and response mechanisms as part of a cholera prevention programme.

  • Accountability