6.3 Feedback and complaint mechanism

As for any other projects, an important component of accountability towards beneficiaries is the setup of an internal complaints and a response mechanism

Do:

• Raise community awareness of their right to make reasonable feedback and complaints, and to receive a response within a certain timeframe;
• Ensure mechanisms are in place to deal with serious complaints like allegations of sexual abuse, fraud or other sensitive issues;
• Use feedback and complaints information to improve project impact;
• Make sure staff are well trained to handle complaints and know what to do when they receive feedback;
• Help develop an internal learning culture, where feedback and complaints are welcomed and not feared by staff.

Don’t:

• Establish feedback or complaints systems that are difficult to access by vulnerable groups or that can be manipulated by the elite;
• Fail to investigate and act on feedback and complaints;
• Forget to close the feedback loop – have you reported back to communities?