Awareness of the Complaint Response Mechanism

Output indicator

Indicator Phrasing

% of beneficiaries aware of the complaint and response mechanism and know how to use it
% des bénéficiaires connaissant le mécanisme de traitement des plaintes et savent comment l’utiliser
% de beneficiários/as que conhecem o mecanismo de tratamento de reclamações e sabem como utilizá-lo
% příjemců pomoci, kteří vědí o systému podávání a řešení stížností a ví jak ho použít

Indicator Phrasing

English: % of beneficiaries aware of the complaint and response mechanism and know how to use it

French: % des bénéficiaires connaissant le mécanisme de traitement des plaintes et savent comment l’utiliser

Portuguese: % de beneficiários/as que conhecem o mecanismo de tratamento de reclamações e sabem como utilizá-lo

Czech: % příjemců pomoci, kteří vědí o systému podávání a řešení stížností a ví jak ho použít

What is its purpose?

The indicator measures the extent to which the project beneficiaries are aware of the complaint and response mechanism (CRM) of a given organization and know how to use it for providing their complaints on the quality of provided products / services.

How to Collect and Analyse the Required Data

Collect the following data by conducting individual interviews with a representative sample of male and female members of the affected population:

 

RECOMMENDED SURVEY QUESTIONS (Q) AND POSSIBLE ANSWERS (A)

Q1: Do you know whether there is any system which enables you to submit an official complaint to [specify the organization’s name] in the case that you are not satisfied with [specify the provided aid/service]?

A1:

1) the respondent is aware of the official CRM

2) the respondent is not aware of the official CRM

 

(ask the following question only if the respondent is aware of the official CRM)

 

Q2: Can you please explain to me how exactly you can submit a complaint by using the [specify the organization’s name]’s complaint and response system?

A2:

1) the respondent knows how to use the official CRM

2) the respondent does not know how to use the official CRM

 

  

Calculate the indicator’s value by dividing the number of respondents who know how to use the organization’s CRM by the total number of interviewed respondents. Multiply the result by 100.

Disaggregate by

Disaggregate the data by gender, wealth, age groups, persons with disability and specific vulnerabilities (e.g. belonging to a certain ethnic group).

Important Comments

1) For any CRM system, it is very difficult to ensure that every member of the target population is aware of the system and knows how to use it. Furthermore, if there are several agencies operating in the area, people might find it difficult to differentiate between the CRM systems they use. Therefore, the target value of the indicator should be realistic, not exceeding 60-70% of the target population.

 

2) If you work in an environment where there are several CRMs operated by different actors (e.g. in a camp), ensure that the respondent can easily understand from the survey questions that the data collector is asking about the CRM system of a given organization related to specific assistance. Otherwise, s/he can easily confuse it with the CRM of another organization.

 

3) Instruct the data collectors to keep probing if the respondent does not initially mention the CRM system. For example, they can ask: “Do you know whether there is any official number you can call or text your complaint to?”

This guidance was prepared by People in Need ©

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