4.3 Handling Feedback and Complaints
Once feedback or complaints are received, the handling
process should be activated according to set parameters.
In all cases and across all channels, feedback and
complaints must be acknowledged and responded to in a
timely manner. Complaints require a formal response and
specific referral procedures31, including concrete steps
and timeframes to address sensitive complaints.32
Feedback and Complaint Categories
01
02
03
04
Information Requests /
Assistance Requests
Suggestions or
Recommendation
Non-Sensitive or
Programmatic Complaints
Sensitive Complaints
capacity to respond (staff capacity and diversity, working
hours, security, etc.). High risk or sensitivity complaints
should be responded to within 24 hours or less.
Severity
or Risk
Key point: An effective SOP should provide a specific
timeframe for acknowledgement and response of a
feedback or complaint.
The timeframe selected for response is directly related
to the type of feedback and complaint and channel used
(digital, non-digital etc.), and the existing operational
Higher
severity,
sensitivity or
risk of the
feedback or
complaint
Response
Timeframe
A review of existing and similar systems in MENA has
identified categories for the management of different
types of feedback and complaints:
Shorter
timeframe
for response
should be
allocated
Sensitivity and Response Time, UNHCR RB MENA, 2023
4.4 Feedback and Response Tools in MENA
Feedback and Response Tools
4.4.1
Feedback,
Complaint
and Response
Mechanism
SOP
4.4.2
4.4.1.1
Helpline
SOP –
UNHCR
Jordan
4.4.5
Feedback,
Complaints
and Response
Mechanism
Digital Forms
Contact
Centre - Iraq
Information
Centre
Process Flow
4.4.5.1
Help Website
Feedback and
Complaints
Form –
UNHCR
Jordan
Feedback, Complaints
and Response
Mechanisms Guidance
– UNHCR Syria
4.4.5.2
MENA Digital
Complaints
Response and
Feedback
Form
UNHCR MENA
Template Feedback,
Complaints and
Response Mechanisms
SOP Template
UNHCR Iraq Multichannel Feedback,
Complaints
and Response
Mechanism SOP
4.4.4
4.4.3
4.4.2.2
4.4.1.4
4.4.1.3
UNHCR Jordan
Feedback,
Complaints
and Response
Mechanism SOP
UNHCR Yemen
Feedback,
Complaints
and Response
Mechanism SOP
4.4.2.1
Contact
Centre
SOPs
4.4.1.2
4.4.4.1
Satisfaction
or Feedback
Surveys and
Forms in
MENA
4.4.6
Standard Operating
Procedures Template
for Addressing
Fraud Committed by
Forcibly Displaced
and Stateless
Persons
Community
Center
Satisfaction
Survey –
UNHCR Syria
4.4.7
Jordan Inter-Agency
Protection from Sexual
Exploitation and Abuse
Community-Based
Complaint Referral
Mechanism
4.4.4.2
Feedback
Form/ Survey
for Help
Websites –
UNHCR Türkiye
4.4.8
MENA Digital
Feedback,
Complaint
and Response
Mechanism
Map
31
See “UNHCR Inspector General’s Office (IGO) - Reporting misconduct”
32
Sensitive complaints often relate to issues such as abuse, sexual harassment, fraud or corruption, or other kinds of misconduct.
MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE
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