2.6.5 Monitoring and Oversight The procedures should set out responsibilities for monitoring and assessing the timeliness and the adequacy of the response to feedback or complaints. All feedback and complaints received by the UNHCR Office should be recorded in a centralized system at operation level to enable effective monitoring and follow-up. The centralized feedback and complaints record should be accessible only to UNHCR staff members who are designated to have such access by the Representative or Head of Office. Where appropriate, the feedback or complaint, as well as the response when one is required, should also be kept on the individual RSD files. Feedback and complaints mechanisms provide an important source of information regarding the quality and integrity of all aspects of the RSD procedures in UNHCR Offices. In each UNHCR Office, the Representative or Head of Office should monitor the nature and content of feedback and complaints received regarding UNHCR RSD procedures, as well as the response by the responsible staff members, and should take all necessary measures to promote the effectiveness of feedback and complaints procedures as an oversight tool. 62 Procedural Standards for RSD under UNHCR’s Mandate