Global Resources

Giving voice to clients of post-rape services: building and piloting a feedback mechanism in Tshwane

Author: C.-M. Pegus, S. Johnson, N.B. Mahlalela
Publisher: Institute of Development Studies UK
Publication Date: Jan 2017

This practice paper reflects on the development of an appropriate and confidential feedback mechanism for users of post-rape services at Thuthuzela Care Centres / Rape Crisis Centres in Tshwane, South Africa. It discusses the disjointed approach to post-rape services, how centre staff were supported to act on client feedback, uneven access to high-quality post-rape care in Tshwane and client perceptions of services, and managing the tensions between anonymity, visibility and representation in gathering client feedback.

The paper offers suggestions on how to get service providers to promote and engage with a new feedback mechanism, tips on how best to work with developers for organisations working to launch a mobile app for the first time, and advice for donors in the field of tech for transparency and accountability.