Percentage of complaints registered by clients of the reporting organization relative to the number of clients during the reporting period.
Complaints Ratio (PI5216)
Calculation:
- Reporting Format Unit Referenced within Metric Definition
- Metric Type Metric
- Metric Level Product/Service, Organization
- IRIS Metric Citation IRIS, 2020. Complaints Ratio (PI5216). v5.1.
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/).
Impact Categories & Themes
SDG Goals & Targets
No Poverty
- SDG Target 1.5
- SDG Target 1.4
Gender Equality
- SDG Target 5.5
Decent Work and Economic Growth
- SDG Target 8.1
- SDG Target 8.2
- SDG Target 8.3
- SDG Target 8.10
Industry, Innovation and Infrastructure
- SDG Target 9.3
Reduced Inequality
- SDG Target 10.1
- SDG Target 10.2
- SDG Target 10.3
Sustainable Cities and Communities
- SDG Target 11.5
Metric History
-
January 2020 - IRIS v5.1 Released
No change.
-
May 2019 - IRIS v5.0 Released
No change.
-
March 2016 - IRIS v4.0 Released (current version)
Immaterial change. Minor revision to definition language in order to align consistency of metric with catalog's structure and style.
-
March 2014 - IRIS v3.0 Released
New metric. Complaints Ratio (PI5216) developed via the Microinsurance Network.