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

An Introduction to UNICEF's "Essentials for Excellence" Strategic communication is essential for addressing public health threats and fostering resilient, informed communities. Success hinges on the rigorous application of research, monitoring and evaluation (RME) throughout every stage of an SBC initiative ensuring that interventions achieve the highest sustainable impact and deliver value for investment.​ Why RME matters for Social and Behaviour Change Evidence-Based Decisi