CARE Somalia

• Complaint Response Mechanism

Complaint Response Mechanism

• Information Sharing• Participation• Handling Complaints

Complaint Response Mechanism: Two Approaches

• Use of Telecom Messaging Service • Use of Direct Line

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

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

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

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

Lessons and Challenges

• Access to phone is required • To use you must be literate • People use irresponsibly • Most Messages are vague and lack

specificity•