Hopefully the value of having such a mechanism is self-evident in helping to empower people in the community to complain about inappropriate behaviour.

Some of the important elements were:

• Offering multiple channels of complaint – online, text and in writing.
• Ensuring that the community see some clear outcomes from the reporting system.
• Demonstrating the range of people the CRM applies to and the range of issues the CRM covers.
• Of course, the video itself is important, since the CRM needs publishing widely in the community. It is of little value if people are not aware of its existence and how it operates.

Other learners have pointed out other things to think about from their own experiences. For example, where a complaints box is situated can be relevant since not everyone will want to put something in the box if it is in a very public place. Issues like this will of course vary according to your own country and cultural context.