Definition & calculation
Verify whether a complaints and feedback mechanism exists that is known to the community, offers multiple safe channels, handles SEA reports confidentially, and demonstrably processes and responds to feedback.
Means of verification
Mechanism design documentation, complaints logs, community verification/audit, AAP assessment
Interpretation
Typical reporting frequency: Monthly or quarterly
Guidance & common pitfalls
A 'yes' requires evidence the mechanism is actually used and closes the loop, not merely that a suggestion box exists; confirm channels are accessible to all groups including persons with disabilities.
This library is a curated reference to adapt, aligned generically with recognised humanitarian frameworks (Sphere, cluster registries, IASC, CHS and others). It is not an official indicator registry — always use the exact indicator definitions your donor or cluster requires.
Related indicators
- Percentage of children in case management showing improved psychosocial wellbeing
- Percentage of explosive ordnance risk education participants demonstrating safe behaviours and knowledge at follow-up
- Percentage of protection service users who report being treated with respect and dignity by staff
- Percentage of referred protection cases confirmed to have accessed the service they were referred to