Complaints from Beneficiaries: A Valuable Resource for Project Implementation

Publication | December 2009

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.