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CARE Somalia
• Complaint Response Mechanism
Complaint Response Mechanism
• Information Sharing• Participation• Handling Complaints
Complaint Response Mechanism: Two Approaches
• Use of Telecom Messaging Service • Use of Direct Line
Design: Use of Telecom Messaging Service
• Use of Telecom Company messaging
system• Sending text to a given number• Only Messages • Limited Characters • Free • Automatic response confirming receipt • Anonymous
Design: Use of Direct Line • Numbers are printed on contact card and
distributed to community • people Dial the number • Complaint is recorded in a Note (Note
taking)• Caller is identifiable but CARE doesn’t trace
the caller
Response to the Feedback
• Messages are analyzed by M&E • M&E discuss with program team for those
that need action • CARE program team takes corrective
action • Monitor agreed action • Reporting
Complaint from CARE
• Communities are told to complain to local authorities if they have complaints from CARE
• Offices of the Mayor, Deputy Mayor, District Sectary General and the regional Governor
Lessons and Challenges
• Access to phone is required • To use you must be literate • People use irresponsibly • Most Messages are vague and lack
specificity•