Скачать или смотреть My voice counts: a video endline study of BDRCS’s complaints response mechanism - Short Version

In September 2012, the Bangladesh Red Crescent Society (BDRCS) began a 4-year Community-Based Disaster Risk Reduction (CBDRR) Programme working with 877 families in Keshobpur and Monirampur Upazila in Jessore district. Starting from 2015, BDRCS formalized a Complaints Response Mechanism (CRM) to provide a channel for communities to ask questions, provide feedback, and raise concerns about the programme activities and staff. A baseline study on CRM was conducted in December 2015 by consulting with men, women and young people to better understand communities’ perceptions, attitudes and practices related to feedback and complaints, potential barriers and preferred channels to give feedback and complaints. The key findings were used to guide the design of the CRM in the two communities. Following the community consultations, the setting up of the CRM involved receiving a formal commitment from BDRCS’ senior management, designing the CRM to receive sensitive and non-sensitive complaints, training staff and volunteers on CRM and related procedures, and sensitizing communities on the feedback mechanisms and scopes for complaining. This end-line film has been carried out in the same two communities in Jessore district to identify how people have used the CRM, how they felt about it and what impact it has had on the CBDRR programme.