> For the complete documentation index, see [llms.txt](https://urd.gitbook.io/compass/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://urd.gitbook.io/compass/evaluating/commitment-5.md).

# Commitment 5

## <mark style="color:orange;">CAN PEOPLE AND COMMUNITIES SAFELY REPORT CONCERNS AND COMPLAINTS AND GET THEM ADDRESSED?</mark>

Evaluating whether complaints are welcome and addressed complements the analysis of the level and quality of engagement with communities and people affected by crisis. Focusing on the complaints mechanism, we measure (1) the extent to which it is relevant and appropriate and (2) its level of implementation and effectiveness.

#### Key evaluative questions:

1. <mark style="background-color:blue;">**To what extent is the complaints mechanism relevant and appropriate to the context?**</mark>

* Number of registered complaints
* Communities and people affected by the crisis’s perception of the accessibility of the complaints mechanism
* Adjustments made to adapt the complaints mechanism to the specific characteristics of the context (language, media, etc.)
* Evidence of measures to protect confidentiality.

2. <mark style="background-color:blue;">**To what extent is the complaints mechanism implemented and effective?**</mark>

* Number of complaints processed
* Communities and people affected by the crisis’s level of knowledge of the scope and functioning of the complaints mechanism
* Actions undertaken as a result of a complaint

3. <mark style="background-color:blue;">**To what extent do people and communities receive feedback on what happens when they report (Closing the loop)?**</mark>

* Evidence that complaints/feedback inform programme improvement
* Community perceptions of responsiveness and fairness