This is a concise, step-by-step playbook for building complaints & feedback systems  that communities trust and use with a focus on the Eastern and Southern Africa Region. It highlights the importance of accountability to affected populations (AAP) and details how robust feedback systems—grounded in transparency, inclusivity, and data protection—can improve program quality and trust. The document covers - from selecting appropriate feedback channels and establishing protocols

This guide offers actionable strategies for engaging faith-based leaders in Risk Communication and Community Engagement (RCCE) and Social and Behaviour Change (SBC) during emergencies in Eastern and Southern Africa. Recognizing the deep influence of religious leaders in their communities, the publication details principles for partnership, institutionalization frameworks, and key interventions—from building trust and disseminating lifesaving information to countering misinfor