Handling Complaints Efficiently: Lessons Learned from the Earthquake and Tsunami Emergency Support Project in Indonesia

Date: December 2009
Type: Brochures and Flyers


The powerful earthquakes and tsunami that hit Aceh Province and Nias Island, Indonesia, in December 2004 and March 2005 caused massive damage and staggering loss of life. More than half a million people were left homeless, livelihoods were devastated, and much public infrastructure was destroyed. The Government of Indonesia (GOI) responded with a Master Plan for rehabilitation and reconstruction and established the Aceh-Nias Rehabilitation and Reconstruction Board (BRR) to coordinate all relief efforts, including those of external agencies. About $6 billion has been mobilized so far. The Earthquake and Tsunami Emergency Support Project (ETESP) Grant Agreement signed by the GOI and the Asian Development Bank (ADB) in April 2005 is providing $329 million for assistance in 12 sectors. The Executing Agency is BRR, which houses the Project Management Office (PMO) and is also the implementing agency for most subprojects.

This brochure provides an overview of the complaint handling mechanism of the project.