Complaints from Beneficiaries: A Valuable Resource for Project Implementation

Publication | December 2009

The complaint-handling system led to enhanced accountability of project implementers and increased satisfaction of beneficiaries. 


  • Problems often arise in large and complex projects, leading to complaints from intended beneficiaries.
  • The Asian Development Bank's Earthquake and Tsunami Emergency Support Project in Indonesia established several avenues for receiving and responding to complaints at the project level.
  • The complaint-handling systems provided feedback about problems and enabled their early resolution before they escalated into difficult issues, resulting in smoother project implementation.