Conduct of FCRM Orientation
20.04.2025
On 20 April 2025, the Monitoring and Evaluation (M&E) Department conducted an orientation session on the Feedback and Complaint Response Mechanism (FCRM) for the Union Aid office-based staff. The session was held in the conference room and aimed to familiarize all staff with the purpose, structure, and operational procedures of the FCRM system.
The orientation covered five key topics:
1. Introduction to FCRM – its importance and role in ensuring transparency and accountability.
2. FCRM Framework – an overview of how the system is designed and functions within the organization.
3. Channels for Submitting Feedback– different ways beneficiaries and stakeholders can submit complaints or suggestions.
4. Focal Point Responsibilities – how designated staff members handle and respond to submitted feedback.
5. Feedback Loop – the process of communicating outcomes or responses back to the individuals who raised concerns or provided suggestions.
The session emphasized the importance of timely response, confidentiality, and a systematic approach in handling feedback, ensuring Union Aid continues to uphold trust and accountability in its operations.
