Survey123 Tutorial Complaint | Fuel Relief Fund

1. SURVEY123

Deployment Survey

E. Complaint Survey Type

Feedback is very important to Fuel Relief Fund. If someone—beneficiary, partner, or anyone else—complains about us or our work, we take that seriously and want to make sure we respond accordingly. That is why we have created a specific Complaint Survey Type. If you are ever approached with, or made aware of, a complaint, please ensure that a Complaint Survey Type is filled out as soon as possible.

Complaint Survey Type in Survey123

There are multiple ways this can be done:

i. If the person filing the complaint is comfortable doing so in person, you can offer to file it for them in Survey123. To do this, open a survey, enter all the information above Survey Type, select Complaint as the Survey Type, and then type in the complaint as they dictate it.

ii. If they are not comfortable with you filling the survey in for them, you can hand over the mobile device (preferably a tablet) and have them fill it out themselves.

iii. If they would prefer to log the complaint at a later time, you can direct them to our website (www.fuelrelieffund.org), ask them to click on the Take Action menu tab, and them submit a complaint survey there themselves.

Do not just pass the complaint along to the Team Leader or another team member. Even if the complaint is dealt with on the spot, a Complaint Survey Type should be submitted so that FRF has a record of it.

NOTE: The Complaint Survey is also available to FRF Response Team members should a volunteer feel the need to raise an issue with HQ.