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 29