1. Key features of good practice complaints mechanisms 2. Designing and implementing a complaints handling mechanism 3. Examples of complaints handling governments 4. Resources 5. References
Complaints mechanisms can increase accountability to aid beneficiaries by providing them with the opportunities to provide feedback on the quality and quantity of the services they receive as well as to complain about potential wrongdoing. There is no blue-print for setting up a complaints mechanism, as it needs to be adapted to the local context, taking into account issues such as cultural norms and values, level of literacy, phone coverage, and social patterns, among others. To address all of these issues, there is a broad consensus that beneficiaries should be consulted in the design of the complaints mechanism to develop appropriate culturally-sensitive and context-specific responses that identify and address the various barriers to reporting. Irrespective of the forms, procedures and channels for handling complaints, the mechanism should be transparent, independent, accountable, accessible, safe and easy to use.
Marie Chêne, Transparency International, firstname.lastname@example.org