2019 CHS Alliance Support to Complaints and Feedback Mechanisms Report

  • Author(s)
    CHS Alliance
  • Resource Type

Commitment 5 of the Core Humanitarian Standard (CHS) remains the lowest scoring commitment. To consider what this means for the Alliance and its membership, we commissioned Manisha Thomas to conduct a study with our members. Initial results were presented and discussed in a well-attended webinar on 8 May.

Main topics that recommendations focus on include fostering the right culture in an organisation, (such as promoting clear codes of conduct and whistle-blower protection); engaging with decision-makers, donors and regulatory bodies; developing resources and promoting learnings. A number of recommendations cover Prevention of Sexual Exploitation and Abuse (PSEA), such as expanding the pool of investigators and promoting inter-agency complaints mechanisms.

Some of these recommendations, we are pleased to say, we are already working on. For instance:

  • We are currently researching good practice on Code of Conducts, and we will hold a session on Code of Conducts during our HHR conference, October 2-4;
  • Whistle-blower protection is currently a topic on our PSEAH Contact Group;
  • The development of an advocacy strategy on verification is under way which will covers donors, UN and senior management;
  • We are in the process of developing a verification guide to include guidance on the implementation of the CHS;
  • Our CHS Exchange programme, including our next event in Bangkok on 19-20 November, continues to bring members together to exchange best practice on commitment 5.

However, the report highlights a number of other important areas for us to consider. These include researching the costs of running a Complaints & Feedback Mechanism (CFM); reviewing our CFM training course; supporting our members in inter-agency complaints mechanisms; promoting in-country PSEA networks and further developing the PSEA guidance for assessments.