Existence of Complaint and Response Mechanisms

Global Cluster indicator, Output indicator

Indicator Phrasing

number or % of displacement sites that have a formal complaint and response mechanism including prevention of sexual exploitation and abuse (PSEA)
nombre ou % de sites de déplacement disposant d’un mécanisme de réception des plaintes et de réaction, incluant la protection contre l’exploitation et l’abus sexuels (PEAS)
počet nebo % míst hostících postiženou populaci s formálním systémem pro podávání a řešení stížností (včetně prevence sexuálního zneužívání)

Indicator Phrasing

English: number or % of displacement sites that have a formal complaint and response mechanism including prevention of sexual exploitation and abuse (PSEA)

French: nombre ou % de sites de déplacement disposant d’un mécanisme de réception des plaintes et de réaction, incluant la protection contre l’exploitation et l’abus sexuels (PEAS)

Czech: počet nebo % míst hostících postiženou populaci s formálním systémem pro podávání a řešení stížností (včetně prevence sexuálního zneužívání)

What is its purpose?

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.

How to Collect and Analyse the Required Data

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.

Important Comments

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

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