Beneficiaries

  • Clients

Operational Impact

Filters

Complaints Ratio (PI5216)

Percentage of complaints registered by clients of the reporting organization relative to the number of clients during the reporting period.
Calculation:
Reporting format
Unit Referenced within Metric Definition
Metric type
Flow
Metric level
Product/Service, Organization
IRIS metric citation
IRIS, 2016. Complaints Ratio (PI5216). v4.0.

Footnote

Organizations should footnote all assumptions used.

Usage Guidance

  • The metric assumes that the provider has a complaint tracking system in place. Complaints should be recorded and tracked as part of a redress system. While there are different modes for processing complaints, this metric captures all modes for client recourse.
  • Organizations are encouraged to report this metric in conjunction with Number of Complaints Registered (PI2197) and Client Complaint Tracking System (PI9435).
  • For more detail on the ratio and for guidance on interpretation for organizations providing microinsurance, see the Microinsurance Network's Social Performance Indicators for Microinsurance, p. 27 (http://www.microfact.org/social-performance/).