Transparency International

This Anti-Corruption Helpdesk brief was produced in response to a query from one of Transparency International’s national chapters. The Anti-Corruption Helpdesk is operated by Transparency International and funded by the European Union

Query

Can you provide guidance on community complaints mechanisms for humanitarian aid and service delivery programmes (for example, key features, development process and examples of good practice)?

Note

This answer is also available in French and Spanish.

CONTENT

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

SUMMARY

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.

Authors

Marie Chêne, Transparency International, tihelpdesk@transparency.org

Date

05/04/2013

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