Purpose:

This document outlines 12 steps of a complaints and response mechanism (CRM). Each step has two indicators.

Overview:

The 12 steps are:

1. Establishment of a CRM is supported by senior management and appropriate resources, including human resources
2. Beneficiaries, host communities and other stakeholders are consulted regarding appropriate ways to make complaints
3. The organisation finalises its complaints handling policy and procedures
4. Staff are trained in the processes and procedures
5. Beneficiaries, host communities and other stakeholders are informed as to how to make a complaint
6. Complaints are submitted
7. Complainants are acknowledged
8. Complaints are reviewed and investigated
9. Response is given
10. The complainant may appeal the decision
11. Information from complaints is continuously fed into project improvement
12. The CRM is evaluated and adjusted according to lessons learnt.

Usage: Guidance for project implementation

Audiences: Gender and diversity practitioners; Technical staff

Reference: Humanitarian Accountability Partnership (HAP) (n.d.). The Steps and Indicators of a Complaints and Response Mechanism (CRM) (pp. 1-2).