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In Cox’s Bazar, IOM and DRC implement Site Management (Camp Coordination and Camp Management) programming across 17 camps hosting more than 500,000 Rohingya refugees within IOM’s Area of Responsibility (AoR) – with IOM directly managing 13 camps and DRC 4. During this quarter, 31 male and female staff and Rohingya volunteers collected and replied to feedback through 46 information hubs and 43 mobile teams. This approach strengthens the accessibility and inclusiveness of the Community Feedback Mechanism (CFM), ensuring that vulnerable and at risk groups can safely share their concerns and receive timely responses.
This quarter, 29,212 feedback entries were received - a relative 5% drop from the baseline but an increase from the 25,947 received last quarter. The majority (98%) were requests for assistance, services, or repairs, and the other 2% were general questions about assistance. Of those received, 15,338 (53%) were referred to service providers, while 13,874 (48%) were closed upon receipt due to being unreferrable. The top reasons provided for closing feedback without a referral were 'Not Eligible' (48%), 'Can't Technically Resolve' (40%), and 'No Agency/Service' (5%).
Most feedback this quarter came from the following channels: Information Desk (73%), and Mobile Outreach (27%), with Mobile Outreach up a notable 5pp from the baseline. The majority (93%) gave feedback on behalf of their household, a smaller percentage represented someone else (4%), or their community (2%) when providing feedback.
Of the 14,972 completed referrals, 15% were successfully resolved, as reported by service providers. Overall resolution rate shifted 2pp above the baseline with requests for 'NFIs' and 'Shelter Materials' recording the most notable improvements, 51pp and 18pp increases respectively. Over half (66%) of completed referrals were unresolved by providers, comparable to the baseline. Camp 14 recorded the highest unresolved referrals rate of 94% - 29pp above the location's baseline.
19% of referrals expired - that is, providers did not respond within 60 days. Camp 8W recorded the largest increase in expirations, rising from 23% in the previous quarter to 53% this quarter. Camp 11, however, still had the highest overall expiration rate, with 55% of referrals expiring, 4 percentage points above baseline.