A Feedback Mechanism is a formal, systematic, inclusive and planned system to listen to and act upon the positive or negative opinions of the recipient of a humanitarian WASH intervention. When feedback is received from individuals or communities, the organisation must respond, act or refer to other sectors or organisations.

Feedback Mechanisms are an essential element of Accountability M.4, transparency and the rights of the affected population. They contribute to building trust and empowering people. As an integral part of Monitoring M.2 and Evaluation M.3 they can provide an early-warning system and help improve the overall WASH response. The design and establishment of a complete Feedback Mechanism include (1) the involvement of all the stakeholders in the design so that it is appropriate to their needs, (2) listening, collecting and acknowledging the feedback through selected feedback channels and engagement with the communities, (3) categorising the feedback, including recording and validating where necessary, (4) responding to the feedback by taking appropriate action to address feedback and (5) closing the feedback loop by informing people about the actions taken. Feedback Mechanisms must be designed with the users using Participatory Communication C.4 and established at the beginning of the intervention. They must be transparent, safe and accessible to all, including the most vulnerable. Examples of Feedback Mechanisms include complaint boxes, regular consultations with different segments of the population, or through hygiene promoters actively seeking feedback as part of their day-to-day work with the community.

Applicability

Feedback Mechanisms are applicable throughout the project cycle and in all contexts and phases. They are an integral part of monitoring, evaluation, accountability and learning (MEAL, chapter  M ) and demonstrate a commitment by the humanitarian community to be held accountable by the affected population.

Do

• Ensure that different segments of the population have access to the feedback channels. Use the Community Profile [A.7] and Communications Channel ([C.4] and [C.5]) to identify preferences and how best to collect and respond to feedback

• Establish Feedback Mechanisms from the outset. The mechanisms can develop over time

• Coordinate with others, monitor the use of the feedback channels and adapt the system if required

Don't

• Do not forget to mobilise resources (skilled staff, a budget) to establish and implement the Feedback Mechanism

• Do not manage the Feedback Mechanism in isolation. It must be designed in conjunction with the MEAL component of the humanitarian response (chapter [M])

• Do not collect feedback without responding to it

Practical Example

In the Darfur IDP camps, World Vision used a variety of feedback methods. Community Help Desks were supplemented by suggestion boxes and regular monitoring – including the use of Checklists T.2, Focus Group Discussions T.14 and community meetings. Community representatives and leaders were provided with managers’ phone numbers so that urgent issues could be addressed. Feedback was recorded and followed up as soon as possible. The progress and resolution of issues was reported on and discussed in community meetings.