4. How to set up and operate a Feedback and Complaints Mechanism?

Experience shows that Feedback and Accountability Mechanisms (FAM) can have enormous benefits for both communities and for CARE staff.  On the other hand, setting up such a mechanism that does not function well (for example if complaints are not followed up) may contribute to frustration and worsening relationships with communities and local stakeholders thus can potentially be harmful.

CARE divides the process of setting up and operating FAM into three main stages with specific steps in each stage:

PLAN                     ACT                    IMPROVE

Step 1: COMMIT                              Step 4: DESIGN                               Step 7: RESPOND

Step 2: UNDERSTAND                    Step 5: PROCESS                           Step 8: ADAPT

Step 3: CONSULT                            Step 6: MAKE SENSE                    Step 9: LEARN


These steps follow standards for the design, implementation and management of Feedback and Accountability Mechanisms that are aligned with global commitments as outlined by the Core Humanitarian Standard (CHS).

Please do not consider the steps as a linear progression but instead that each step reinforces the others in a circular fashion. Frequently these steps will be conducted in parallel or previous steps will be revisited with the new understanding gained from the other steps.

See full FAM Guidance for further details about each of those steps.

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