The purpose of this document is to present the International Rescue Committee’s approach to Client Responsiveness(1) that can be shared with internal and external audience. Client Responsiveness is an organizational priority at the IRC, which reflects our commitment to meaningful participation of people receiving our aid and services, delivered directly and in partnership with others. It also reflects our commitment to promoting the means through which clients may hold us accountable for the decisions we make on their behalf. This document explains the Standards and Practices which our country programs are required to apply throughout all stages of the program life-cycle, and the enabling factors which we ask them to strengthen in support of meaningful participation of and accountability to our clients.

(1)     The term “client responsiveness” refers to measures to collect, analyze and respond to affected people’s feedback and complaints and supports their participation and engagement in project activities and decision-making processes. The term encompasses similar concepts and approaches used by organizations such as Accountability to Affected People (AAP) or Community Engagement and Accountability (CEA).