Libya. Evacuation flight to Italy brings 114 people to safety. © UNHCR/Mohamed Alalem 4. Feedback and Response 4.1 AGD Considerations for Feedback, Complaints, and Response Mechanisms in MENA Community-based protection structures are in place across countries in the MENA region to support equal access to feedback, complaints and response mechanisms (FCRM). This includes community centres, mobile units, outreach volunteers, community platforms (e.g., women and youth committees), community gatherings, community-led initiatives and community-based organizations among others. Different terminology is used to describe the process of receiving and responding to queries and concerns. Feedback and complaints may be known for example as petitions, comments, or suggestions. For many partners, accountability is covered by units or departments dealing with monitoring, evaluation, accountability, and learning (MEAL) or integrity. Not all channels can reach people of all ages, genders, and diverse backgrounds. Multiple and complementary channels will constitute an impactful FCRM. The diagram below shows a variety of channels that are part of a holistic FCRM. In the MENA region, some UNHCR operations and partners describe channels as physical, digital, remote, asynchronous, integrated, dedicated, and non-dedicated. Changes in the operational context, including availability and accessibility of channels, needs and preferences of populations require regular updates of the FCRM. Commonly used channels include contact centres (e.g., helplines in Jordan, Lebanon, Egypt), community centres (e.g., in Syria), community support committees (e.g., in Jordan), and community outreach volunteers (e.g., in Syria and Lebanon), social media, dedicated emails, physical and digital complaint/suggestion boxes and forms, SMS and WhatsApp (or other direct messaging apps), and many others. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 19