Complaint Response Mechanism 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