Event series on strengthening accountability and inclusion: Complaints and feedback mechanisms: Making much-needed changes

It has long been recognized that affected people must play an active role in decisions that affect their lives. Yet recent evaluations show that this is an area where the humanitarian sector is still lagging behind. There are few examples of systems that systematically capture the views and feedback from affected people, ensure they inform decision-making, and close the “feedback loop.” Many are not handling reports of sexual exploitation, abuse, and harassment appropriately, risking dangerous breaches of confidentiality. This webinar will be looking at some of the existing good practices, and at plans to scale them up and strengthen complaints and feedback mechanisms.

About the event series on accountability and inclusion

Progress has been made, but the humanitarian system – as a whole – is not accountable to the communities it serves. To help practitioners understand the current state of accountability to affected populations (AAP) and how they can be part of strengthening accountability and inclusion, PHAP is organizing a series of events together with the IASC Results Group on Accountability & Inclusion. Join us for four webinars touching on different aspects of accountability and inclusion, bringing together global and local perspectives:

  1. Implementing collective accountability to affected populations
  2. Navigating guidance on accountability and inclusion
  3. AAP in the COVID-19 response
  4. Complaints and feedback mechanisms

Visit the event series page to learn more.

Recommended resources

The following resources were recommended by speakers and participants during the event:

Perception indicators

Collective approaches

Inclusion and accessibility

Community-Based Complaints Mechanisms


Event recording (YouTube)

Watch recording

Event recording (audio podcast)

Access podcast


Simone Buosi Emergency Specialist, UNICEF
Eva Erlach Community engagement and accountability consultant
Husni Regional AAP Adviser, OCHA Asia Pacific
Fredrick Msigallah Advocacy and Alliance Programme Manager, CCBRT
Sandy Tsai MEAL Manager Afghanistan, Danish Refugee Council (DRC)


Manisha Thomas

Event polls

During the event, we also asked participants to share their views on challenges related to complaints and feedback mechanisms. You can find the final results below.