Process for Receiving and Handling Complaints
The process observed for complaints filed under the ADB Accountability Mechanism.
Step 1: Receiving and registering the complaint
- The complaint is filed with the complaint-receiving officer (CRO).
- The CRO informs the Special Project Facilitator (SPF), the Compliance Review Panel (CRP) chair, and the operations department about the complaint, with a copy of the complaint letter.
- The complaint is entered into ADB’s Complaints Registry.
Note: 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
- The CRO acknowledges receipt of the complaint and sends an information packet which explains the available functions to the complainants.
- The CRO gives complainants 21 calendar days to finalize their choice from either a problem-solving function or a compliance review function.
- If the choice is not clear, the CRO requests complainants to clarify the option.
Step 3: Forwarding the complaint
- The CRO forwards the complaint for handling to either the SPF, the CRP chair, or other departments or offices (if the complaint falls outside the Accountability Mechanism mandate).
- The CRO sends his/her decision to the SPF, the CRP chair the operations department, and other departments or offices, if any.
If there are no objections to the CRO’s decision (see note below), the CRO will forward the complaint to the relevant party to be handled.
Note: Within 3 days of the CRO’s decision, the SPF, CRP chair, operations department or any other relevant department or office may object if they feel that the CRO has misinterpreted the complainants’ choice of function.
The CRO 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 SPF, CRP chair, operations department, or other relevant department or office.
The complainants must clarify their choice within 60 calendar days of the CRO’s request for clarification.
Note: If the complaint needs to be returned, the CRO again sends the information packet to explain the two available functions.
Step 4: Informing the complainants
- The CRO 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 CRO informs them that the Accountability Mechanism process has ended.