Complaints from Beneficiaries: A Valuable Resource for Project Implementation
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.