Last updated: December 2024
This guidance note briefly explains Loop’s processes for handling sensitive feedback shared by the community via Loop's Platform as well as the best practice acknowledgement timeframes that we expect from organisations upon receiving Loop’s referrals.
Loop defines sensitive feedback as: “Any information that can put the person sharing it or other people linked to it at risk and needs to be handled with care. Sensitive feedback includes complaints as well as reports of protection violations. The terms are sometimes used interchangeably. Loop categorises sensitive feedback into types including Gender-based Violence (GBV), Child Protection (CP), Sexual Exploitation, Abuse (SEA) and Sexual Harassment (SH), fraud and corruption, requests for mental health support, etc. (Adapted from IFRC Feedback Kit)”.
The overall sensitive feedback handling process at Loop looks like this:
Loop’s Moderators refer all sensitive feedback to be handled by Loop’s Sensitive Feedback Leads within 48 hours. Loop’s Sensitive Feedback Moderators will attempt to establish contact with the complainant/survivor to obtain consent in the local languages to refer the reports on. Once consent is obtained, the Sensitive Feedback Lead will send the feedback to the designated focal point at the relevant organisation that is mentioned by the complainant/survivor or to an organisation that is in a position to handle the feedback:
- conduct a risk assessment to ensure Loop does not put people at risk of further harm.
- request consent from the survivor or, if child, their caregiver, to refer her/him to emergency medical assistance or other support in the area.
- refer the assistance request on an urgent basis, verbally and in writing.
- update the report to mark the referral complete, follow up with survivors to ensure they received timely and appropriate medical attention and other support services.
For more information on how we handle sensitive feedback, please read our Framework for Handling Sensitive Feedback