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Recommended for both new and experienced development and humanitarian workers, this curriculum provides knowledge and guidance for anyone responsible for the complaints management systems within their organization. 

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About DisasterReady is an online learning platform built to better prepare humanitarian and development professionals for the critical work they do by providing high-quality, relevant online learning resources at no cost. DisasterReady is provided in English, Arabic, French, and Spanish.

What You Will Learn

The purpose of this free online course is for you to learn about the foundations your organization should have in place to deal with different categories of complaint in a timely and compassionate manner. Specifically, by the end of this curriculum, you will be able to:

  • Identify and understand the underlying principles, policies and procedures a complaint management system is built on
  • Understand the process of receiving, acknowledging and classifying complaints received by your organization
  • Be able to identify and classify different types of complaints
  • Understand how to effectively channel and manage different types of complaints
  • Explore how different organizations can implement complaints handling mechanisms

This course compliments the CHS Alliance publications: 
Managing Complaints: A Best-Practice Guide for Aid Organizations
Managing Complaints: A Best-Practice Toolkit for Aid Organizations

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Managing Complaints: A Best Practice eLearning for Aid Organizations

Online course • 70 minutes • English • Free