Complaints and Response Systems Workshop

Purpose: This workshop is designed to help participants identify the users of a complaints system and the barriers users face when reporting complaints. Designed as a set of interactive sessions delivered over a three or four-day period, this workshop enables participants to identify practical issues in the design and operation of an effective complaints system and how to handle complex complaints, such as allegations of sexual exploitation and abuse. It will help participants in drafting a plan for setting up a complaint-handling system in their own operational context with the engagement of beneficiaries and other stakeholders.

Intended Audience: The workshop is oriented towards organisations that are committed to setting up a CRS as part of their accountability framework or are preparing for HAP certification. It is aimed at mid-level and senior staff with designated responsibility for designing and implementing CRS in their programme area. Participants demonstrate a commitment to protect disaster survivors from sexual exploitation and abuse, have basic knowledge of humanitarian accountability issues and practical experience of working in humanitarian response.

Topics: Some of the topics to be covered during the workshop include:

Why complaints handling constitutes an essential part of an accountability framework
Factors that represent barriers to complaining and ways in which these can be addressed
What constitutes an effective complaints and response system which is safe, confidential, transparent and accessible
How to define valid complaints and the scope and parameters of complaint handling systems
What and how to communicate with potential complainants
Methods for engaging with communities and other stakeholders in developing appropriate complaint-handling systems
Steps in setting up a complaint-handling system

Price Guide: Sole Agency Workshop
Swiss francs	Full Members	Associate and Non-members
Standard rate	10,000	20,000
Small agency rate	5,000	10,000

Price Guide: Multi-agency Workshop
Swiss francs per participant	Full Members	Associate and Non-members
Standard rate	1,000	2,000
Small agency rate	500	1,000

For more details on this service and other services provided by HAP, please see the HAP Services and Price Guide.

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