1) The “main requirements” need to include that a response is provided in a timely manner and in a way that reaches the intended people. They must also consider the communication-related needs of illiterate people and people with disabilities.
2) Receiving a response may not result in beneficiary satisfaction, and this should be differentiated. Consider therefore complementing this indicator’s data with another indicator “% of CFRM users who were satisfied with the response they received”.
3) It is recommended that the target value of this indicator is at least 90%.
4) Response to complaints may be made through responses on an individual basis, but may also be in the form of mass information campaigns or messaging through the community leadership if, for example, a large number of complaints are received for the same service delivery topic.