- About ADB
- News & Events
- Data & Research
- Publications
-
Focus Areas
-
Sectors
- Agriculture
- Education
- Energy
- Finance
- Health
- Industry and Trade
- Information and Communication Technology
- Public Sector Management
- Social Protection
- Transport
- Water
-
- Projects
-
Countries
-
Subregional Programs
- Brunei Darussalam-Indonesia-Malaysia-Philippines East ASEAN Growth Area (BIMP-EAGA)
- Central Asia Regional Economic Cooperation (CAREC)
- Greater Mekong Subregion (GMS)
- Indonesia-Malaysia-Thailand Growth Triangle (IMT-GT)
- South Asia Subregional Economic Cooperation (SASEC)
-
Other Offices
- European Representative Office
- Japanese Representative Office
- North American Representative Office
- Pacific Liaison and Coordination Office
- Pacific Subregional Office
-
Countries with Operations
- Afghanistan
- Armenia
- Azerbaijan
- Bangladesh
- Bhutan
- Cambodia
- China, People's Republic of
- Cook Islands
- Fiji
- Georgia
- India
- Indonesia
- Kazakhstan
- Kiribati
-
The OSPF Consultation Primer: Procedures for Complaint Handling
| Date: | March 2009 |
| Type: | Guides |
| Subject: | ADB administration and governance; Social development and protection |
Description
This primer provides an overview of the procedures involved in handling complaints from affected groups.
Contents
- 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
