How can we collect and respond to feedback and complaints from children

This post is a very quick response to a recent discussion on PELICAN about establishing feedback mechanisms for people who cannot read and write. Accessibility is indeed a fundamental requirement of an effective feedback and complaint mechanism and it is great that we are discussing and investigating this together. 

Accountability to the affected population has been an area of strategic focus for many organisations in the INGO sector in the last decade. The recent collaborative development and piloting of the Core Humanitarian Standard confirms ongoing our commitment to accountability but we have still not found ways to tackle the attrition of feedback and complaints? So that we leave no one behind we need to find way and establish mechanisms that are accessible to all in the community we work with; but how could we know who drops out from the process? A question that seeks answering soon. 

Despite the growth of interest in this subject there remains a dearth of consolidated information on good practice, especially on collecting and responding to the feedback and complaints from children. 

In 2015, five agencies including Educo, Plan International, Save the Children UK, War Child UK and World Vision International got together to conduct a study on Child-Friendly Feedback Mechanisms. 

Please find a PDF copy of this study here:

On Page 38, Annex 2, you will find a variety of examples of feedback mechanisms established by different organisations in a range of countries and in a particular context. Please be free to get in touch with the agencies directly or explore their websites for more information. Please be free to write to me if I could be of any help.

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Comment by Hur Hassnain on March 7, 2018 at 10:24pm

Thanks Rituu for your kind words and all the good work you are doing in terms of cross-pollinating learning all around the world. 

I looked at the SALT blog by Luc and really enjoyed reading it. There is a lot we need to do to bring these child-friendly and participatory tools out in the public and private domains. Keep doing the great work in this regard. 

Comment by Rituu B. Nanda on March 6, 2018 at 3:02pm

Thank you Hur for posting.

I appreciate the work you have done with children. We have much to learn from your experience.

You might enjoy use of SALT and community life competence by Luc with school children in France


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