Complaint mechanisms can serve a range of purposes: They can offer channels to provide feedback on the quality of a service provided, alert of health or environmental risks and provide information about irregularities and corruption. Whether complaint mechanisms are limited to corruption complaints or offer citizens the opportunity to alert about other types of concerns as well will depend on the size of the organisation national regulations and other requirements.
The purpose of this document is to set out guiding principles and good practices for establishing and implementing complaint mechanisms which provide safe channels for citizens to alert a public or private institution about any corruption risks or incidences. It draws on Transparency International’s experience in this field and makes reference to a wide range of relevant mechanisms and literature to illustrate the generic elements of effective complaint mechanisms.
It aims at being a reference for good practice in designing complaint mechanisms for governments, civil society organisations, businesses and any other institution.