• Clients

Operational Impact


Complaints Ratio (PI5216)

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


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 (