Literature Review: Complaints Mechanisms and Handling of Exploitation and Abuse

This literature review is on the topic of complaints mechanisms and handling in the context of
exploitation and abuse by aid workers, including sexual exploitation and abuse. The review
focuses on existing practice and is not an exhaustive list of all resources, but rather, a summary
of the most relevant and informative sources, with an eye towards highlighting emerging best
practice and providing practical guidance on the use and effectiveness of complaints
mechanisms. A focus is placed on lessons learnt and examining barriers to reporting. A review
of eight case studies demonstrates the successes and challenges of complaints handling in
sexual and non sexual contexts. By reviewing successes and failures of complaint mechanisms,
it helps the reader better understand what components of effective mechanisms are, and what
the direction of emerging good practice looks like. This review researched over 50 reports,
training manuals, declarations, and guidance on issues of abuse and exploitation between 2002
and 2010 authored by Non-Governmental Organizations (NGOs) and various agencies of the
United Nations. Recommendations related to complaints mechanisms by each of these entities
are also outlined in the report.