CASE STUDY: IMPROVING ACCOUNTABILITY THROUGH STRONGER FEEDBACK SYSTEMS
Feedback and Complaint Mechanisms (FCM) are an essential component of transparent and accountable humanitarian response. Action Against Hunger provides formal feedback channels in the majority of its country programs. To document good practices and lessons learned, a qualitative study was undertaken focused on the FCMs in use by Action Against Hunger in Pakistan and Uganda.
Various factors were found to enable or inhibit use of the FCM. To ensure a robust FCM system, adequate sensitization of program staff is essential to dispel misconceptions and encourage them to raise awareness of the feedback channels within communities. Other recommendations include offering multiple channels and providing for the security and anonymity of those reporting into the system.