Number of complaints registered per client of the reporting organization 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, 2021. Producer Price Premium (PI1568). v5.2.
Footnote
Organizations should footnote all assumptions used.
Usage Guidance
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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.
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Organizations are encouraged to report this metric in conjunction with Client Complaint Tracking System (PI9435).
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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/).
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
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June 2025 - IRIS+ v5.3b Released (current version)
No change.
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December 2024 - IRIS+ v5.3a Released
No change.
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June 2022 - IRIS+ v5.3 Released
Material change. Revision to definition and usage guidance for clarity.
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May 2021 - IRIS+ v5.2 Released
No change.
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January 2020 - IRIS+ v5.1 Released
No change.
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May 2019 - IRIS+ v5.0 Released
No change.
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March 2016 - IRIS+ v4.0 Released
Immaterial change. Minor revision to definition language in order to align consistency of metric with catalog's structure and style.
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March 2014 - IRIS+ v3.0 Released
New metric. Complaints Ratio (PI5216) was developed via the Microinsurance Network.