The OSPF Consultation Primer: Procedures for Complaint Handling (Urdu translation)

Date: March 2009
Type: Guides
ADB administration and governance; Social development and protection


This primer provides an overview of the procedures involved in handling complaints from affected groups.


  • Introduction
  • Steps 1 and 2: Receipt, Registration, and Acknowledgement of Complaints
  • Step 3: Determination of the Eligibility of a Complaint
  • Step 4: Review and Assessment of a Complaint
  • Steps 5 and 6: Complainants’ Decision to Carry on with the Consultation Process, and Complainants’ and ADB Operations Department’s Comments on Findings 
  • Step 7: Implementation of a Course of Action
  • Step 8: Termination of the Consultation Process