1. Complaint Response Mechanism
CARE Somalia
Complaint Response Mechanism

2. Complaint Response Mechanism
Information Sharing
Participation
Handling Complaints

3. Complaint Response Mechanism: Two Approaches
Use of Telecom Messaging Service
Use of Direct Line

4. 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

5. 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

6. 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

7. 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

8. Lessons and Challenges
Access to phone is required
To use you must be literate
People use irresponsibly
Most Messages are vague and lack specificity