The FSRP's Complaints Management Mechanism (CMM) is a system for clarifying misunderstandings, dealing effectively and fairly with complaints and resolving complaints and problems arising from project implementation. Divided into six categories of complaint, the MGP functions as an early warning system and can help to identify and resolve problems before they escalate, thus avoiding costly and time-consuming disputes.
For the FSRP Togo, this mechanism consists of six levels of referral (village, canton, commune, prefecture, region, central) and five levels of processing: cantonal, communal, prefectural, regional and central. At each processing level, a complaints management committee is set up to receive, record, process (resolve), review and archive complaints.
To facilitate the complaints management process, the FSRP has begun to build the capacity of the members of the project's complaints management committee. The first stage of the tour, which began on 31 October 2023, visited the seven prefectures of the Savanes region and brought together around fifty participants in each prefecture. They were given a better understanding of how to fill in registers, write up minutes and fill in complaint management forms, including those relating to gender-based violence, sexual harassment and all other complaints arising from the implementation of the project.
To this end, the project has provided all the committees with registers for recording and acknowledging complaints, registers for resolving complaints and minutes, and forms for managing gender-based violence/sexual harassment, which were distributed during capacity-building sessions in each prefecture.
