Feedback & Complaints Mechanisms

Service Description

Too often, NGOs list a contact — but fail to build a real, functioning system for communities to share feedback or raise concerns safely. That’s why I support organizations in building inclusive, trusted, and survivor-sensitive Feedback and Complaint Response Mechanisms (FCRM) that actually work. What I Offer: • Process Coordination: End-to-end coordination of all FCRM development stages • Team Setup: Identification and engagement of responsible staff within the organization • Community Consultations: Design and facilitation of participatory assessments with communities to understand preferred channels, barriers, and protection concerns • Policy and Protocol Development: Drafting or updating FCRM policies, SOPs, confidentiality protocols, and referral pathways in line with Core Humanitarian Standard • Staff Training: Tailored training sessions for staff, volunteers, and management on receiving, documenting, and responding to complaints and feedback • Integration and Launch: Support with internal communication, roll-out strategy, and public visibility of the mechanism The price will depend on the number of documents, depth of revision required, and donor-specific complexity. Please contact me to get a quote.