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Process for Receiving Complaints
View chart in higher resolution.
Step 1: Receiving and registering the complaint
Within 2 days of receiving the complaint
- The complaint is filed with the complaint-receiving officer.
- The complaint-receiving officer informs the Special Project Facilitator, the Compliance Review Panel chair, and the operations department about the complaint, with a copy of the complaint letter.
- The complaint-receiving officer registers the complaint on the Accountability Mechanism website.
- Complaints received by other ADB departments should be forwarded to the complaint-receiving officer.
- The complaint-receiving officer ensures the confidentiality of complainants’ identities if requested.
Step 2: Acknowledging the complaint
Within 2 days of receiving the complaint
- The complaint-receiving officer acknowledges receipt of the complaint and sends an information packet to the complainants.
- The complaint-receiving officer gives complainants who have clearly chosen for either problem solving or compliance review 21 calendar days to change their choice and to notify the complaint-receiving officer.
- If the choice is not clear, the complaint-receiving officer requests complainants to clarify their choice.
Step 3: Forwarding the complaint
Within 5 days after the 21- day deadline for complainants to change their choice
The complaint-receiving officer decides to forward the complaint for handling to
- the Special Project Facilitator, or
- the Compliance Review Panel chair, or
- other departments or offices (if the complaint falls outside the Accountability Mechanism mandate).
The complaint-receiving officer sends his/her decision to
- the Special Project Facilitator;
- the Compliance Review Panel chair;
- the operations department; and
- other departments or offices, if any.
- If there are no objections to the complaint-receiving officer’s decision (see note below), the complaint-receiving officer will forward the complaint to the relevant party to be handled.
Note: Within 3 days of the complaint-receiving officer’s decision, the Special Project Facilitator, Compliance Review Panel chair, operations department or any other relevant department or office may object if they feel that the complaint-receiving officer has misinterpreted the complainants’ choice of function.
Returning complaint to complainants (if needed)
The complaint-receiving officer will return the complaint to the complainants with a request to clarify the choice of function if
- the choice was unclear; or
- an objection is raised by the Special Project Facilitator, Compliance Review Panel chair, operations department, or other relevant department or office.
- The complainants must clarify their choice within 60 calendar days of the complaint-receiving officer’s request for clarification.
Note: If the complaint needs to be returned, the complaint-receiving officer again sends the information packet to explain the two available functions.
Step 4: Informing the complainants
Within 2 days of forwarding the complaint to the relevant party, or failure of the complainants to clarify their choice
- The complaint-receiving officer informs the complainants and their representative(s), if any, which party will handle the complaint and the contact person(s).
- If the complainants did not clarify their choice within 60 calendar days, the complaint-receiving officer informs them that the Accountability Mechanism process has ended.