Existence of Complaint and Response Mechanisms

The indicator assesses the existence of an operational complaint and response mechanism (CRM) that enables the affected population to communicate their feedback on the quality of provided services, make requests to humanitarian agencies, and receive an adequate response.

1) Define what features the CRM must have in order to be considered “operational”. For example, it must have clear procedures defined (and followed), have dedicated staff, be advertised among the target population, and have a closed feedback loop (responding to people’s complaints), etc.

2) Interview the staff in charge of all the targeted displacement sites to assess whether a CRM is available and meets the pre-defined features. Verify it by reviewing secondary documentation (such as CRM guidelines, IEC materials advertising the CRM, records of the received feedback) and conducting interviews with key informants.

3) To calculate the indicator’s value (in percentages), divide the number of sites with operational CRMs by the total number of target sites. Multiply the result by 100.

1) Pay specific attention to whether the feedback loop was closed – are responses given consistently and in a timely manner to beneficiaries?

2) A CRM should be open for and prepared to receive and respond to complaints on all aspects of life in the displacement site – from complaints about specific service delivery, through to concerns about protection.

3) CRMs that incorporate the prevention of sexual exploitation and abuse (PSEA) may have or require a complementing set of guidelines outlining the procedures to address complaints of this nature.