How to Use the Tool: The Tool can be used as a template
for consideration when establishing or updated SOP
and ToRs of call centres. It can be used for internal or
interagency purposes, following consultations with
communities and partners.
Tool 4.4.3 -
Feedback, Complaints and Response Mechanisms Guidance –
UNHCR Syria
Category: Guidance Note
Organization: UNHCR
Country: Syrian Arab Republic
Link: Feedback, Complaints and Response Mechanisms (FCRM) Guidance – UNHCR Syria
Profile: The Tool provides the standards for operating
a FCRM in Syria. It was designed to support UNHCR’s
partners and grassroots organizations to establish
and assess their own FCRM. It includes key principles
and procedures to ensure equal access to feedback
and complaint mechanisms by people of all AGD in all
community centres and community-led initiatives across
the country.
Why to Use the Tool: The Note provides a helpful stepby-step process on the setup and maintenance of an
Secure
organizations’
commitments
Raise awareness
with community
Define the
scale and
scope of the
FCM
Activate the
mechanism
FCRM. It specifies the different types of feedback and
complaint tools and channels, including best practices
for their use. It also describes their supplementary use
for the analysis of strengths and weaknesses of each
modality. It is a quick but comprehensive guide for small
but also large organizations. Upon request, the Tool is
available in Arabic.
How to Use the Tool: The Note can be used as training
and coordination tool, helping organizations to select and
adapt templates to their needs.
Consult with
communities
and analyze
context
Select a variety
of channels
based on
community’s
preferences
Define roles and
responsibilities
and prepare
tools and
guidance for
operating
mechanisms
Process
feedback and
complaints
Provide
analysis of
feedback and
complaint data
to decision
makers
Learning and
improvement
FCRM Guidance: Steps to establish complaints and feedback mechanism (minimum operating standards) UNHCR Syria 2021.
MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE
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