Profile: The SOP consolidates all FCRM channels (referred to as Complaints and Feedback Mechanisms (CFM) in Iraq), including digital, non-digital, integrated, and dedicated channels offering a standardized and coordinated referral system. Why to Use the Tool: The SOP helps to map and consolidate the FCRM channels by defining roles and responsibilities across sectors, establishing a common language, and addressing complaints in a holistic manner. How To Use the Tool: The SOP for a country-based and multi-stakeholder FCRM. It can also be used as internal SOP, particularly for large operations and organizations.