Complaints Ratio (PI5216)

Number of complaints registered per client of the reporting organization during the reporting period.

$= Number of Complaints Registered (PI2197) / Client Individuals: Total (PI4060)$

Organizations should footnote all assumptions used.

This metric is intended to capture the number of complaints per client of the organization during the reporting period. Organizations reporting this metric should have a complaint tracking system in place. While there are different modes for processing complaints, this metric should capture all modes of client recourse.
Organizations are encouraged to report this metric in conjunction with Client Complaint Tracking System (PI9435).
For more detail on the ratio and for guidance on its interpretation for organizations providing microinsurance, see the Microinsurance Network's Social Performance Indicators for Microinsurance, p. 27 (https://www.social-protection.org/gimi/ShowRessource.action?id=5270/).