Communities and people must be able to provide feedback and make complaints in a safe, dignified and confidential manner, and receive an appropriate response when they do so.
Key Actions Include:
- Diverse groups are consulted on appropriate and context-specific channels for feedback and complaints, particularly those of a sensitive nature, including allegations of sexual exploitation and abuse, fraud and corruption.
- Diverse groups have access to, and are fully aware of how to use, complaints and feedback mechanisms, and understand how the complaint/feedback will be managed as well as when to expect a response.
- Staff act on feedback and complaints in a timely, fair and appropriate manner that prioritizes the safety of the complainant and those affected at all stages.
- Staff understand the management system in place to support sensitive complaints handling, including the procedure to ensure access to necessary support for complainants particularly survivors of sexual exploitation and abuse (SEA).
- Staff refer complaints that do not fall within the scope of the organization to a relevant party.
FCRM Guidance and Tools
This tool describes the key feedback and complaints categories and key actions to manage and respond to each type.
This tool is designed to assist teams to consider factors that may influence communication and engagement with program participants, such as local power dynamics, access to communication technology, and the experience and resources of CRS and our partners for community engagement or FCRMs.
This tool presents a range of feedback, complaints and response channels to assist teams to tailor these to the context and target audience during start‑up and implementation.
This tool articulates the key competencies, behaviors, attitudes and skills that support an effective feedback, complaints and response mechanism. It can be adapted for recruitment interviews and performance reviews.
This tool will support teams to develop standard operating procedures for feedback, complaints and response mechanism implementation in their operating context.
This tool identifies the data fields needed in a registry for a feedback, complaints and response mechanism, and should be used during the development of the FCRM data management system.
This tool identifies key information to be documented through a face‑to‑face FCRM channel and should be adapted to the project context as needed.
This checklist includes commonly requested information that can be shared with program participants and other community members on the organization, the project and FCRMs.
This tool documents the key tasks and sub‑tasks for MEAL and program staff associated with implementation of the FCRM.
This tool contains examples of scenario‑based and technical interview questions that can be used when recruiting for FCRM‑related positions.
This tool presents key steps and reflection questions associated with annual effectiveness checks on the FCRM.
FCRM tools (.zip)
Compressed folder with all the tools
[English] (1-3 & 5-12)
[Français] (1-3 & 5-12)
[Español] (1-3 & 5-12)
Emergency Version FCRM guide
This guidance supports the implementation of quality feedback, complaints and response mechanisms, or FCRMs, during rapid‑onset emergency responses, the early stages of emergency responses, and early recovery phases. It is relevant to programming and MEAL teams working in these settings, as well as country program operations teams supporting these responses. This guidance is a companion to the broader FCRM guide, which is aimed at development settings, longer‑term recovery programs and protracted crises.