Aid in action

Ethiopia: strengthening complaints and feedback mechanisms

A boy hides behind a woman

The PSEA Network in Ethiopia, together with the Inter-Agency Accountability Working Group, is undertaking a collective mapping of existing complaints and feedback mechanisms (CFMs) and services - including GBV and child protection services. The mapping focuses on the three regions hosting IDPs and potentially the region hosting refugees. It will entail an analysis of the coverage and functionality of individual organisations’ CFMs to enable the set-up of complementary, inter-agency reporting channels tailored to a specific community. The mapping will also enable the drafting of the inter-agency PSEA community-based complaint mechanisms standard operating procedures, including referral pathways and defining the recording and processing of complaints in country. The Logistics Cluster (LC) is providing information management expertise to the mapping exercise by adapting its interactive Road Access Constraints Map. This interactive map will enable access to information about operational CFMs and assistance services locally. It will be accessible to both aid workers and communities. A dashboard will be extracted, translated into local languages, printed and made available locally. This initiative reflects a collective people-centered approach: it considers communities’ needs for information and access to operational CFMs, rather than an organizations’ own mechanisms.

UNHCR/Mustafa Saeed