Intermediate level · Module 4: Stakeholder Engagement and Accountability · Lesson 2 of 3
Feedback and Complaints Mechanisms
Let people raise concerns safely and get a response.
In this lesson you will
- Design feedback channels
- Respond to and learn from feedback
Key concepts
feedback channelsconfidentialityresponse timesclosing the loop
The lesson
Offer several channels — suggestion boxes, phone lines, help desks, community meetings — suited to literacy and access.
Treat sensitive complaints confidentially and refer them correctly.
Respond within set times and tell communities what changed as a result.
Step by step
- Choose channels.
- Set response times.
- Plan confidential handling.
- Plan how to report back.
Setting up a community feedback mechanism
Steps to let people raise concerns safely and see a response.
Ask the community
Ask women, men, youth and people with disabilities how they prefer to give feedback.
Open several channels
For example a phone line, a help desk on distribution days and monthly community meetings.
Explain it widely
Tell everyone what they can raise, how, and that there will be no retaliation.
Log and route
Record each item, respond to general feedback within set times and refer sensitive complaints confidentially.
Close the loop
Report back in meetings on what was raised and what changed.
Review
Analyse feedback monthly for patterns and use it to adapt the project.
Result
Communities can shape the project, problems surface early and sensitive concerns reach the right people safely.
Practice activity
Design the WASH feedback mechanism.
Expected result: A safe, accessible mechanism.
Check your understanding
-
Why offer several channels?
Show answer
To suit different literacy and access needs.
-
What does closing the loop mean?
Show answer
Telling people what was done about their feedback.
Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.