This document outlines 12 steps of a complaints and response mechanism (CRM). Each step has two indicators.
The 12 steps are:
- Establishment of a CRM is supported by senior management and appropriate resources, including human resources
- Beneficiaries, host communities and other stakeholders are consulted regarding appropriate ways to make complaints
- The organisation finalises its complaints handling policy and procedures
- Staff are trained in the processes and procedures
- Beneficiaries, host communities and other stakeholders are informed as to how to make a complaint
- Complaints are submitted
- Complainants are acknowledged
- Complaints are reviewed and investigated
- Response is given
- The complainant may appeal the decision
- Information from complaints is continuously fed into project improvement
- The CRM is evaluated and adjusted according to lessons learnt.
Usage: Guidance for project implementation
Audiences: Gender and diversity practitioners; Technical staff
Reference: Humanitarian Accountability Partnership (HAP) (n.d.). The Steps and Indicators of a Complaints and Response Mechanism (CRM) (pp. 1-2).
You might be interested in these resources:
- The 2010 HAP Standard in Accountability and Quality Management
- Our Commitments to: Accountability to Beneficiaries and the Communities where We Work