Number of complaints registered by clients of the organization during the reporting period.
Organizations should footnote all assumptions used.
This metric is intended to capture the number of unique complaints made by clients of the organization. The metric assumes that the provider has a complaint tracking system as part of its system for redress.
Organizations are encouraged to report this metric in conjunction with Complaints Ratio (PI5216) and Client Complaint Tracking System (PI9435).
June 2022 - IRIS v5.3 Released (current version)
Immaterial change. Minor revisions to definition and usage guidance for clarity.
January 2020 - IRIS v5.1 Released
No change.
May 2019 - IRIS v5.0 Released
No change.
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.
March 2014 - IRIS v3.0 Released
New metric. Number of Complaints Registered (PI2197) was developed via the Microinsurance Network.
IRIS Metrics Work Better in Sets
To use IRIS metrics—and the resulting data—to understand impact performance, IRIS metrics should be used and analyzed in generally accepted sets and according to well-defined objectives. IRIS+ gives you access to generally accepted Core Metrics Sets aligned to common Impact Themes and Sustainable Development Goals (SDGs).