Complaints Handling
HAP provides specialised advice and support in relation to complaints handling systems. These are:
Complaints present agencies with significant opportunities to improve services and strengthen relationships with stakeholders as well as to test assumptions about community needs. Good complaints handling systems also allow beneficiaries to enforce agencies’ claims about quality and accountability. On the other hand, mishandled complaints can undermine community confidence in agencies and even compromise security.
To find out more about our Complaints Handling Unit please contact Smruti Patel.
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Community meeting to introduce and seek input on a camp-level complaints and response mechanism, Haiti (2010)
Where there is power let there be accountability
Adrian Henriques, Professor of Accountability at Middlesex University, UK quoted in Are NGOs doing enough to make themselves accountable, Ethical Corporation Magazine, August 2007.
