"Narratives and frames have greater influence on policy change than facts and figures. They have a critical role to play in leveraging political will for transforming the humanitarian system. Humanitarian organisations have greater power to shape narratives than they are willing to admit. The constant need to raise funds has given rise to a master frame of exceptionalism. Dominant narratives represent crises as exceptional events that require humanitarian aid as a self-contained solution. The label ‘humanitarian’ is used both to forge a collective identity and to exclude other actors. This frame has Western roots and is increasingly contested by donors, affected governments, national and local aid groups, and international activists who are excluded from it. It helps fuel narratives used to delay transformations towards a more people-centred and locally led model, in particular assertions that the system needs money more than reform." (Key messages)