SUPPORTED BY A Global Stock-Take of Country-Owned Grievance and Feedback Mechanisms Trends and Good Practices CASE STUDIES Abbreviations and Acronyms FRDP Feeder Roads Development Project GM grievance mechanism ACRC Anti-Corruption and Civil Rights Commission REACH Reaching Everyone for Active Citizenry at Home ADC Administrative Development Circular (Malaysia) UNFM National Union of Moroccan Women CIMER Cumhurbaşkanlığı İletişim Merkezi) Türkiye Acknowledgments This report was part of an effort to strengthen the right to Carole Megevand, Carolin Geginat, Gayatri Acharya, Iva Hamel, remedy in World Bank operations and beyond by building the Jeevakumar Govindasamy, Liang M.D.O. Wang, Maha Muhammad capacity of World Bank staff, clients, and project-affected Bali, Sabah Moyeen, Samera Chowdhury, Stephen Ndegwa, people, especially the vulnerable and marginalized, to Yasuaki Yoneyama, Yasuhiko Matsuda, and Yukiko Sakurai. They implement effective grievance mechanisms so that they can also appreciate the strategic guidance of Practice Managers improve service delivery, risk management, and development from the Social Sustainability and Inclusion (SSI) Global Practice outcomes. (GP), Varalakshmi Vemuru, Practice Manager Eastern Europe and Central Asia, and Pia Peeters, Practice Manager for Middle East The lead authors of the report are Harika Masud and Sanjay and North Africa, as well as the leadership of Louise Cord, Global Agarwal, with invaluable contributions from Hélène Pfeil and Director Global Director, Social Sustainability and Inclusion, and research support provided by Margaret Chasara. Valuable inputs Maninder S. Gill, Director, Environmental and Social Standards. and comments were provided by the peer reviewers, including Najat Yamouri, Adila Mustafa Abusharaf, Qays Hamad, Siobhan Finally, the authors are grateful to the Human Rights, Inclusion McInerney-Lankford, and Michael Kent (World Bank), and and Empowerment Trust Fund (HRIETF) for supporting the Naomi Hossain, Suchi Pande, and Rachel Nadelman (American activities under this initiative. The findings, interpretations, University). and conclusions expressed in this report are entirely those of the authors and should not be attributed in any manner to the The authors are most grateful for feedback from country World Bank, to its affiliated organizations, or to members of its management units for the countries that are part of this Board of Executive Directors or the countries they represent. study, including those from Abedalrazq F. Khalil, Carla Pittalis, Contents Part One: Main Report 1 Background and Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 Rationale and Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3 Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 4 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 5 Key Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 6 Conclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Part Two: Case Studies 1. Armenia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 2. Australia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 3. Bahrain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 4. Bangladesh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 5. Cambodia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 6. Colombia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 7. Dominican Republic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 i 8. Ethiopia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 9. Hong Kong, SAR China . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 10. Japan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 11. Jordan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 12. Malaysia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 13. Morocco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 14. Nepal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 15. Pakistan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 16. Singapore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 17. South Africa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 18. Republic of Korea . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 19. Türkiye . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 20. Uzbekistan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 21. Vietnam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 22. United Arab Emirates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 23. West Bank and Gaza . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 ii Part 1 Main Report 1 Background and Terminology A grievance mechanism (GM) is a set of procedures and A well-functioning GM can also facilitate citizen participation processes to receive, address, and resolve feedback, in the development process1 and allow for potential risks including complaints, queries, suggestions, and and challenges to be addressed early and remedied properly. compliments. It is a tool for facilitating the participation of Effective GMs are instrumental in promoting progress across citizens in the development process and provides a consistent all Sustainable Development Goals, based on their integral role and accountable avenue for citizens and beneficiaries to share in the social accountability landscape to create or strengthen their views and inputs on development planning, progress, and a transparent and credible public interface between states outcomes. and citizens, increase trust between them, improve the state’s performance legitimacy, and expand freedom of choice and Country-owned GMs are state-based, nonjudicial avenues for action among citizens. the public to submit feedback, led and managed by a ministry, department, or independent body based on a statutory or Centralized country-owned GMs are managed by a single constitutional provision. They are positioned to address entity that provides the main gateway for the submission of grievances on administrative matters such as service delivery. citizen feedback. In most cases, the task of such a centralized These GMs, which can be centralized or decentralized depending GM is to accept and acknowledge the receipt of a submission on the administrative structure, the regulatory and policy and then forward it to the public sector entity with the mandate framework, and the sector or thematic issue, are distinct from to address the specific issue at hand (see figure 1.1). Upon oversight entities such as anticorruption and human rights receiving a submission, the appropriate ministry, bureau, or commissions, ombud offices, and watchdog organizations such department ensures adequate follow-up, investigation, and as consumer protection bureaus. action, with a view toward proposing a resolution agreeable to the GM user. Grievance redress units established at the central/ Establishing effective and inclusive GMs can significantly national level typically monitor the responses of such public contribute to fulfilling Sustainable Development Goal 16 to entities to ensure that they are abiding by legally established “provide access to justice for all and build effective, accountable timeframes for an administrative response and that after and inclusive institutions at all levels,” particularly 16.6, to receiving a suggested resolution, they are communicating “[d]evelop effective, accountable and transparent institutions it back to citizens. Furthermore, because of its position as a at all levels,” and 16.7, to “[e]nsure responsive, inclusive, central node, a centralized GM can also collect and publish participatory and representative decision-making at all levels.” relevant grievance data. 1. This is in line with Article 8 of the Declaration on the Right to Development. 1 1. BACKGROUND AND TERMINOLOGY FIGURE 1.1. TYPICAL SET-UP OF A CENTRALIZED GRIEVANCE MECHANISM • Acknowledges submission receipt • Forwards to the relevant public entities Grievance Ministries/ • Follow-up, investigate, and holds them accountable for timely response redress “hub”/ bureaus/ and act on the complaint central node departments • Collects and communicates o cial • Propose a responses back to citizens resolution • Captures and publishes relevant data. • Submit inquiries/complaints/feedback via various channels Citizens Note: The set-up and processes described in this figure are a simplified and standardized model. Actual implementation realities in various country contexts differ. This figure aims to provide a basic overview of the typical core functions that can be fulfilled by a centralized grievance mechanism. Over the past decade, an increasing number of countries have Decentralized country-owned GMs are managed by national- established or expanded centralized GMs. On a pragmatic and subnational-level agencies and departments that receive, level, this surge could conceivably be linked to the realization address, and respond to citizen feedback (see figure 1.2). For by some governments that a unified and comprehensive GM example, ministry-specific hotlines and complaint-handling covering multiple government departments and agencies, teams can be introduced to interact with beneficiaries and whether at the central/national or subnational level, brings address their questions and grievances according to guidelines added value by standardizing complaint-handling processes and and timeframes set at the agency level or defined by the improving the public sector’s responsiveness to citizen feedback. national legislative framework. FIGURE 1.2. TYPICAL SET-UP OF A DECENTRALIZED GRIEVANCE MECHANISM • Acknowledges receipt • Follows up, investigates, Ministry/bureau/ Ministry/bureau/ and acts on the complaint • Captures and publishes department department relevant data • Proposes and communicates resolution to the complainant • Submit inquiries/ complaints/feedback via various channels Citizens 2 2 Rationale and Objectives While the amount of literature on grievance and complaint- provide feedback through existing local-, central-, or national- handling mechanisms is sizable, a systematic analysis of level GMs than through project-level GMs because of their country-owned grievance mechanism (GMs) and their adoption familiarity with these structures. of the principles of social inclusion has not been conducted. The World Bank’s Social Sustainability and Inclusion Global • Supporting the establishment or strengthening of Practice seeks to fill this gap by taking stock of centralized and country systems for grievance redress and citizen particularly decentralized country-owned GMs in the following engagement. Such efforts align with the requirements of ways: the Environmental and Social Framework2 and the Strategic Framework for Mainstreaming Citizen Engagement in World • Exploring and fostering synergies between existing Bank Group Operations (World Bank 2014).3 The Environmental country-owned GMs and those established for World and Social Framework specifies that “where possible, … Bank-financed operations. Significant investments are grievance mechanisms will utilize existing formal or informal often made to set up parallel grievance management grievance mechanisms suitable for project purposes” (World systems from scratch for World Bank-financed operations. Bank 2017: 57). It also stresses that grievance mechanisms But technical assistance and capacity-building efforts could set up by the Borrower should be accessible and inclusive. Its instead be focused on strengthening existing systems in requirements may lead a Borrower to undertake a diagnosis line with World Bank and other international grievance of their current GM systems, and the process may require management standards in a way that ensures that project- technical assistance to analyze, establish, or strengthen related feedback is received, addressed, and responded to. the system. Providing concrete examples that span all The cases presented in this report can serve as a reference regions can serve as a reference point for teams who are for World Bank teams exploring how existing GM systems thinking about how they should introduce or strengthen might be deployed for World Bank financed projects. The GM-related legislation, policies, and practices as part of guidance is supported by analyses of project GMs, which citizen engagement efforts or technical support related to suggest that project-affected people may be more willing to the Environmental and Social Framework. Teams might also 2. Environmental and Social Standard (ESS) 10 on Stakeholder Engagement and Information Disclosure requires that Borrowers “propose and implement a grievance mechanism to receive and facilitate the resolution of concerns and grievances” of project-affected parties. ESS2 stipulates that a grievance mechanism must be “provided for all direct workers and contracted workers … to raise workplace concerns.” ESS5 on Land Acquisition, Restrictions on Land Use, and Involuntary Resettlement, and ESS7 on Indigenous Peoples/Sub-Saharan African Historically Underserved Traditional Local Communities require that Borrowers ensure that a GM is in place in accordance with ESS10 as early as possible in the development of a project (World Bank 2017). 3. According to the 2014 Strategic Framework for Mainstreaming Citizen Engagement in World Bank Group Operations, and highlighted in the recommendations of the 2018 Independent Evaluation Group’s report on lessons from the implementation of IDA18 (World Bank 2018), the World Bank should commit to broadening and deepening citizen engagement and utilizing available country systems to engage citizens and to more thoroughly explore synergies between the Environmental and Social Framework and citizen engagement, notably through the use of GMs—one of the most frequently used citizen engagement tools in investment lending operations. 3 2. RATIONALE AND OBJECTIVES use these examples as a way to initiate dialogue with clients Bank task teams interested in setting-up or improving about related issues. existing grievance redress systems.4 Some of the experiences outlined in the individual case studies have the • Showcasing concrete good practices of country-owned potential to foster cross-country learning and experience GMs to serve as inspiration for governments and World sharing.5 4. See criteria for effective GMs in the World Bank research note Gaining Traction or Spinning Wheels: Factors Influencing the Effectiveness of Grievance Mechanisms in World Bank Financed Projects (World Bank 2022b). 5. For more information on factors that influence the effectiveness of a GM, please refer to the Gaining Traction or Spinning Wheels: Factors Influencing the Effectiveness of Grievance Mechanisms in World Bank Financed Projects (World Bank 2022b). 4 3 Methodology The preparation of the country case studies for this stock- vulnerable groups, such as people with low literacy levels, taking exercise (see part 2) was based exclusively on online linguistic minorities, refugees, internally displaced people, and desk research conducted between October 2020 and July 2021. people with disabilities. Case studies on advanced economies Based on a literature review and extensive online research, have also been included because several clients, including the research team identified and screened 30 cases. Of these, those from developing economies, typically look to learn from 23 brief case studies are presented, providing an illustrative good practices adopted by advanced economies. Moreover, in overview of good practices for country-owned grievance and some instances, desk research yielded more details on the GM feedback mechanisms. The countries were selected based value chain and social inclusion aspects of GMs that have been on two main criteria: (1) regional representation; and (2) the adopted by advanced economies than of country-owned GMs in amount and detail of information available online and in English less-developed economies. on the relevant grievance mechanism (GM). World Bank staff and consultants compiled the information for each case study, which Caveats was then reviewed by World Bank focal points for the respective regions. (1) The list of countries with country-owned GMs (see table 4.1) is not exhaustive. Case studies of the selected countries illustrate A standard template was created to compile and document good practices of administrative GMs and feedback systems; all case studies and to provide a comparable overview of they are not intended to serve as a comprehensive review of feedback and grievance mechanisms. Each case study provides GM design and implementation or of social and environmental a brief description of the GM, its enabling environment (e.g., systems. In addition, this research was based on secondary laws, directives, and policies), and the number of agencies sources. Because of resource constraints, it was not possible to or ministries it covers. The GM value chain is then outlined, organize individual outreach efforts to practitioners with direct including a description of the GM’s uptake channels, processing involvement in the operation of the central- or national-level systems, follow-up responsibilities, timeframes, service GMs described here. Furthermore, the level of descriptive detail standards, avenues for appealing proposed resolutions, on the GMs varies across the case studies based on the extent monitoring, and communication initiatives. As part of this of information available online in English. Finally, because GM study’s deliberate focus on social inclusion, the case studies operations are dynamic and often evolve over time, the examples also document, to the extent possible, the efforts of country presented here reflect the status of the GMs in late 2021. GM systems to ensure their accessibility and ease of use for 5 4 Scope This stock-take covers 23 countries, including three from Eastern Australia, and Hong Kong. Of these 23 countries and territories, Europe and Central Asia, three from South Asia, three from 20 countries have centralized grievance mechanisms (GMs) the Middle East and North Africa, three from East Asia and (see table 4.1). Some of those also have decentralized GMs the Pacific, two from Africa, and two from Latin America and at the ministry, provincial, regional, municipal, or city-levels; the Caribbean. Seven of the case studies examine GMs from 6 illustrative examples of such are documented. Three countries— advanced economies and territories, including Bahrain, the Colombia, Cambodia, and Ethiopia—only have decentralized GMs. United Arab Emirates, Japan, Singapore, the Republic of Korea, TABLE 4.1. LIST OF COUNTRIES WITH EXAMPLES OF COMPLAINT AND FEEDBACK MANAGEMENT SYSTEMS n Centralized GM n Decentralized GM Country World Bank Name of System Responsible Agency Armenia Europe and Central Asia E-request.am Ministry of Justice Australia Advanced economy Services Australia Bangladesh South Asia Grievance Redress System Cabinet Division 5 Bahrain Advanced economy Tawasul E-Government Authority Cambodia East Asia and Pacific Multiple—See case study for illustrative example of decentralized GMs. Colombia Latin American and the Caribbean Multiple—See case study for illustrative example of decentralized GMs. Dominican Republic Latin American and the Caribbean 311 Public Assistance Ministry of the Presidency System (continued) 6. These countries include Bangladesh, Pakistan, and Nepal (South Asia); Malaysia, Vietnam, and Cambodia (East Asia and Pacific); Colombia and the Dominican Republic (Latin America and the Caribbean); South Africa and Ethiopia (Africa or Sub-Saharan Africa); and Armenia, Uzbekistan, and Türkiye (Europe and Central Asia). 6 4. SCOPE TABLE 4.1. CONTINUED Country World Bank Name of System Responsible Agency Ethiopia Africa or Sub-Saharan Africa Multiple—See case study for illustrative example of decentralized GMs. Hong Kong Advanced economy 1823 service Efficiency Office Japan Advanced economy Administrative Counseling The Administrative Evaluation Bureau System of the Ministry of Internal Affairs and Communications Jordan Middle East and North Africa Bekhedmetkom (At Your Ministry of Information and Communications Service) platform Technology Malaysia East Asia and Pacific Public Complaints Bureau Prime Minister’s Office Morocco Middle East and North Africa Chikaya Ministry of Public Administration and Administration Reform Nepal South Asia Hello Sarkar Office of the Prime Minister and Council of Ministers Pakistan South Asia Citizen’s Portal Prime Minister’s Office Singapore Advanced economy Reaching Everyone for Ministry of Communications and Information Active Citizenry at Home (REACH) South Africa Advanced economy Presidential Hotline Department of Planning, Monitoring and Evaluation Korea, Rep. Advanced economy Anti-Corruption and Civil Rights Commission (ACRC) Türkiye Europe and Central Asia CIMER (Cumhurbaşkanlığı Presidency’s Directorate of Communications İletişim Merkezi) platform Uzbekistan Europe and Central Asia President’s Virtual President’s Office Reception Vietnam East Asia and Pacific Government Inspectorate United Arab Advanced economy 171 Tawasul Ministry of Human Resources and Emirates West Bank and Middle East and North Africa Directorate General for Council of Ministers Gaza Complaints 7 5 Key Findings Enabling Environment Constitutional provisions for grievance redress can translate into national legislation. Under Vietnam’s Law on Complaints Complaint-handling and feedback mechanisms are typically and Denunciations (02/2011/QH13 and Decree No. 75/2012/ND-CP), governed by legal, regulatory, and policy frameworks that individuals and organizations are entitled to lodge complaints guarantee or promote the right of citizens to remedy and that against administrative decisions at all levels of government. The allow for the provision of feedback about public services. These Law on Reception of Citizens (2013) outlines the responsibilities frameworks also stipulate that a government entity will address associated with receiving citizen feedback; the rights and such feedback to ensure effective service delivery. They can obligations of a person submitting a complaint, denunciation, be found in: (1) constitutions; (2) national-level administrative petition, or report; and how citizen feedback activities are legal frameworks (laws, decrees, and directives) enumerating organized at citizen reception offices and designated places the rights of citizens and residents to submit complaints and at agencies, organizations, and units. Decree 123/2016/ND-CP feedback with expected redress or response within reasonable outlines the role of ministry inspectorates in conducting and specified timeframes and outlining the mandate of a single inspections, settling complaints, and preventing and combating complaint-handling agency or multiple administrative units; corruption in areas under the jurisdiction of the relevant (3) guidelines and procedures that outline steps for complaint- ministry. handling agencies and/or service providers and administrative units to receive, address, and respond to feedback and appeals; Colombia’s constitutional provision on effective complaint and (4) national vision statements and frameworks that endorse resolution is substantiated and further enumerated by Law 1,755 responsive complaint management and service delivery. of 2015, which outlines the fundamental right of a citizen to petition public authorities for reasons of general or particular Article 30 of Vietnam’s constitution, for example, stipulates that interest and to obtain prompt, complete, and substantive resolution. It is further supported by Decree 1,166 of 2016, which citizens have the right to lodge with any competent State establishes procedural rules for the uptake of verbal petitions, authority a complaint or denunciation regarding transgressions complaints, claims, suggestions, and allegations of misconduct. of the law by any State body, economic or social organization, Under some government systems, royal directives have been people’s armed forces unit, or any individual. issued for the same purpose. For example, in 2014, a Bahrain royal directive emphasized the need to provide seamless and Article 23 of the Colombian constitution declares the right of direct interactions between citizens and government officials.7 individuals to respectfully petition authorities on behalf of general or private interest and to secure prompt resolution. 7. These directives were issued by H. R. H. Prince Salman bin Hamad bin Isa Al Khalifa, Deputy King, Crown Prince, Deputy supreme commander of the Bahrain Defense Force, then first Deputy Prime Minister, and H. R. H. Prince Khalifa bin Salman Al Khalifa, then Prime Minister See link. 8 5. KEY FINDINGS Laws focused more specifically on the role of complaint- Responsible agency handling agencies include: (1) Uzbekistan’s Law on Citizen The grievance mechanism (GM) systems covered in this Appeals (amended in 2017), which outlines the functions of the compendium are managed by a range of central- and national- Presidential Virtual Reception and People’s Receptions; and (2) level government entities, such as the Office of the President Malaysia’s Administrative Development Circulars (ADCs), which or Ministry of the Presidency in Türkiye, Uzbekistan, and the govern the work of the Public Complaint Bureau, particularly ADC Dominican Republic; the Prime Minister’s Office in Malaysia 4 on Managing Public Complaints (1992) and ADC 1 on Improving and Pakistan; the E-Government Authority or Ministry of the Effectiveness in Managing Public Complaints (2002). There Information and Communications Technology in Bahrain and are also sectoral laws focused on grievance redress, such as Jordan; and ministries or departments of administrative reform Cambodia’s Law on Electricity, which states that administrative or planning in South Africa and Morocco. Some entities have complaints about electricity service must be submitted to the been established with specific mandates to receive and settle electricity service provider. If a complainant does not agree with complaints and to handle other types of feedback; to coordinate the service provider’s decision, the complaint can be filed with the management of feedback with other entities under the GM the Electricity Authority of Cambodia within 30 days. system’s purview; and to monitor and report on the complaint- handling process, including the number and nature of issues Nepal and South Africa have issued detailed guidelines on raised and resolution rates, to the highest levels of government grievance management and redress. Nepal’s 2020 Public in order to inform policy making, administrative processes, Accountability Promotion Procedure itemizes the steps a citizen and reforms. Such entities include Korea’s Anti-Corruption and must take to register a grievance at the local level. It also Civil Rights Commission (ACRC) and Vietnam’s Government explains the procedures for accepting, sorting, storing, and Inspectorate. responding to grievances; the role of the grievance officer; and the formation of a grievance resolution coordination committee Purview and mandate under the leadership of the deputy mayor. South Africa’s 2013 The purview and mandate of the 23 countries in this stock-taking Citizen Complaints and Compliments Management Framework exercise vary in terms of receiving, processing, investigating, applies to all line and sector departments that are responsible and resolving grievances based on administrative structures and for the public service delivery, and it provides a uniform mandates of the entities hosting a centralized GM or dealing approach to complaint management for the public sector. with sector-specific or localized feedback. Public institutions under the jurisdiction of Türkiye’s Cumhurbaşkanlığı İletişim As part of the United Arab Emirates’ Vision 2021, launched in Merkezi (CIMER) platform, for example, include presidential 2010, a customer charter was issued for all ministries that offices; boards and affiliated bodies; public ministries; outlines the duties of federal authorities toward customers, 8 governorships; the Office of the Chief Public Prosecutor; district including simplified and efficient service delivery, the provision governorships; universities; metropolitan, provincial, and district of fair and unbiased services, and continued engagement with municipalities; and special provincial administrations.10 In customers to improve service delivery. Jordan’s Third National Malaysia, the purview of the Public Complaints Bureau extends Action Plan 2016–18 for the Open Government Partnership to 16 utility companies, 25 ministries, 257 federal government Initiative includes multiple commitments to enhance the agencies, 13 state secretary’s offices, and 149 local authorities. complaint registration system and follow-up mechanisms in The purview of Bangladesh’s Grievance Redress System includes response to citizen feedback. 9 all government ministries, the departments and agencies under 8. See https://www.Mohre.Gov.Ae/En/Laws-Legislation/Customer-Charter.Aspx. 9. “Jordan’s Third National Action Plan 2016–2018 under the Open Government Partnership Initiative.Doc,” 16. https://www.opengovpartnership.org/documents/ jordan-third-national-action-plan-2016-2018/. 10. See https://joinup.ec.europa.eu/collection/egovernment/document/prime-ministry-communication-center-bimer. 9 5. KEY FINDINGS them, and the recently added union parishads (councils)—the application, complaint, or letter. In addition to complaints about lowest tier of government. service delivery, Bangladesh’s Grievance Redress System can receive complaints from government officials and autonomous Some entities that manage centralized GMs lack the organizations about their access to services and their rights investigative powers to address, resolve, and respond to as employees, as well as suggestions from citizens about complaints. Others function as clearing houses for receiving simplifying services or legal and regulatory reforms. Users and channeling feedback to entities with the legal authority of Pakistan’s Citizen Portal can select one of 27 feedback to investigate and remedy various types of feedback, including categories,11 each of which includes further subcategories that complaints. For example, Hong Kong’s 1823 service records the pinpoint to the greatest extent possible the nature of the case.12 details of a complaint or unresolved query, refers the case to the appropriate bureau or department, monitors its progress, and Some GM and feedback systems enumerate the types of conveys the response to 1823 service user. Nepal’s Hello Sarkar complaints and feedback that they do not have the mandate to system lacks investigative authority and a mandate to resolve receive and manage. In South Africa, for example, issues beyond complaints, but the Office of the Prime Minister and the Council the purview of the Presidential Hotline include outcomes of of Ministers can issue injunctions that permit ministries and legal, disciplinary, and dismissal proceedings and requests for departments to resolve complaints under their jurisdiction. employment and funding. In Morocco, complaints submitted through the judicial system and cases that have been the Budget subject of a judicial decision and that have acquired the Available information on the allocated budgets of GM force of res judicata (a matter that has been adjudicated by a systems is limited. The 2019 annual budget for Korea’s Anti- competent court and may not be pursued further by the same Corruption and Civil Rights Commission was Won 87.498 billion, parties) are beyond the purview of its complaint and feedback including Won 44.873 billion for personnel expenses, management system platform, called Chikaya. In Malaysia, Won 7.294 billion for basic expenses, and Won 35.331 billion for complaints outside the purview of the Public Complaints Bureau primary work expenses. In South Africa, frontline and citizen- include government policies and matters under the authority of based service delivery monitoring and complaints resolution the Public Accounts Committee, the Malaysian Anti-Corruption was appropriated Rand 50,303,000 in fiscal 2018/19 and Commission, and the Legal Aid Department, as well as family Rand 59,380,000 in fiscal 2017/18. disputes, civil claims involving individuals and companies, and complaints against entities or private companies not associated with the government. Trends and Good Practices: Centralized Grievance and Feedback Uptake channels Systems Each of the 20 centralized GM and feedback systems has Types of feedback deployed a range of uptake channels to provide users with a The type of feedback managed by the various entities in diverse set of digital and nondigital options for submitting charge of GMs and other feedback systems that are examined feedback. GM users in Armenia and the United Arab Emirates in this stock-take varies. Several reviewed centralized systems can use a web portal specifically designed to receive and must handle a wide range of feedback. Armenia’s e-request.am process feedback. In the West Bank and Gaza and South Africa, portal, for example, asks users if they are submitting a request, 11. Categories include agriculture, banking, communications, corruption/malpractice, development projects, disaster emergency, education, energy and power, environment and forests, excise and taxation, federal board of revenue, health, human rights, immigration and passports, investment, land and revenue, law and order, licenses and certificates, media cyber crimes, municipal services, the National Database and Registration Authority, overseas Pakistanis, poverty alleviation and social safety, security and exchanges commission, transport, and youth affairs. 12. See https://www.dawn.com/news/1616809. 10 5. KEY FINDINGS users can submit feedback using an online form. In Bahrain in Vietnam and the West Bank and Gaza, feedback can be and Malaysia, users can submit feedback with mobile apps— submitted by email. Tawasul (see figure 5.1) and People’s Response, respectively. In Singapore and Australia, social media accounts can be used to Nondigital uptake channels include toll-free hotlines, such as submit feedback, including the Reaching Everyone for Active those in Jordan and Türkiye, as well as mail (post), fax, and Citizenry at Home (REACH) page and Services Australia accounts, standard telephone numbers, which most of the countries and respectively. In Hong Kong and Korea, users can submit feedback territories considered in this stock-taking exercise allow. Some via chatbot. In Nepal and Singapore, they can use SMS. And governments have instituted measures to ensure suitable in-person uptake channels. In Korea, for example, the Anti- Corruption and Civil Rights Commission’s onsite Mobile E-People Program is intended as a way to reach out to citizens in order FIGURE 5.1. BAHRAIN’S TAWASUL PHONE APPLICATION to resolve complaints in the field. The Government Complaints Counseling Center also provides counseling to citizens regarding complex complaints that involve multiple government institutions. Singapore’s REACH program organizes face-to- face engagement sessions, including public forums, dialogue sessions, and feedback booths.13 See box 5.1 for additional examples of good practices with in-person uptake channels. Several GMs provide users with the option of submitting complaints anonymously, including those in Bangladesh and Malaysia. However, in Vietnam, both written and verbal complaints that have been transcribed must be signed or fingerprinted by the complainant. Uzbekistan’s Law on Citizen Appeals stipulates that anonymously submitted complaints shall not be considered; and Türkiye’s CIMER platform only allows an anonymous submission categorized as a “whistleblower complaint.” Typically, feedback can be submitted at no cost, although only a few of the examined GMs emphasize this aspect to potential users. For example, Korea’s 110 call center established free rates for phone calls to facilitate cost-free public access. Services Australia makes clear that there is no cost to submit feedback but users can incur telephone charges at varying rates depending on the service provider. Armenia’s legal framework stipulates that if an information query requires printing in excess of 10 pages, then the relevant governmental body should inform the applicant of the nominal charges for copying the information. 13. See https://www.reach.gov.sg/about-us/about-reach. 11 5. KEY FINDINGS Box 5.1. Good Practice Examples of In-Person Uptake Channels Bangladesh. For off-line submission of complaints, members of the public can use citizen service booths located at the gates of the Cabinet Secretariat Complex in Dhaka. These booths are staffed by authorized personnel with administrative access to the Grievance Redress System software who are tasked with recording the details of complaints, generating acceptance slips for users, and forwarding letters to the grievance redress officers of the relevant ministries. Users can refer to the information printed on their acceptance slips to track their complaints on the Grievance Redress System website. For complaints regarding departments/agencies outside Dhaka, complainants can submit written grievances in a complaint box at the relevant institution or they can mail them. Japan. During the Administrative Counseling Week in October, the Administrative Evaluation Bureau’s Administrative Counseling System sets up makeshift one-stop counseling centers at department stores and public facilities all over the country where citizens can submit complaints and make requests for administrative consultations. Specialists from the Legal Affairs Bureau, National Tax Bureau, Labor Bureau, and local public organizations are among those who participate in these administrative consultations. The Administrative Counseling System’s special administrative consultation service addresses complaints and inquiries submitted by affected persons during large-scale disasters about such matters as government support measures, the loss of health insurance, and pension certificates. Several of the GMs considered here give users the option of three working days of issuing a settlement/decision, the office tracking the status of their case. Armenia’s e-request.am portal in charge of resolving the complaint will notify the complainant allows users to track the status of their complaint by entering of the same. The timeframe for settling a second-time complaint a 16-digit control number generated at the time of submission. is a maximum of 45 days after the complaint is accepted. In Jordan’s Bekhedmetkom (“At Your Service”) platform, provides remote areas with difficult travel conditions, the timeframe users with a reference number via email or SMS at the time of for settling a complaint is within 60 days after receipt. For the submission of a query, suggestion, report, or compliment. second-time complaints, the concerned agency is expected to This number can be entered along with a valid phone number to communicate the settlement decision to the petitioner within track the status of a case on the “Ask the Government Status” seven days of issuing it. page. Some of the GMs examined in this report have stated Timeframes and service standards timeframes for the acknowledgment of feedback, such as Most centralized GMs publicly communicate standard Nepal’s Hello Sarkar, which acknowledges receipt within resolution/redress timelines, but many do not elaborate on 24 hours. The West Bank and Gaza’s Directorate General for acknowledgment timeframes. According to Services Australia’s Complaints must accept or reject a complaint within three days. standards, complaints should be resolved within 10 working In Vietnam, the responsible agency is expected to acknowledge days, and if that is not possible, the user will receive an receipt of a first-time complaint to the complainant, to the explanation for the delay and will be informed of additional agency that forwarded the complaint, and to the appropriate options. Under Vietnamese law, the timeframe for settling a state inspectorate within 10 days. first-time complaint is less than 30 days after its acceptance. Complicated cases may require additional time but may not Few centralized GM systems provide information regarding other exceed 45 days from the acceptance of the complaint. Within service standards or key performance indicators. Exceptions 12 5. KEY FINDINGS include Malaysia’s Public Complaint Bureau, which monitors signs off on the final resolution. See box 5.2 for a closer look at progress on the overall resolution rate of complaints, the Pakistan’s Citizen’s Portal. percentage of complaints responded to within 15 working days, and the customer satisfaction index, as well as South Resolution of feedback and citizen satisfaction Africa’s Presidential Hotline, which at the time of its launch Potential outcomes of feedback submitted to most of the had a benchmark complaint resolution rate of 80 percent. The centralized GMs covered in this stock-take are specified in performance standards of Hong Kong’s 1823 service include legal, regulatory, and policy frameworks, and GM user surveys a call abandonment rate of less than 10 percent, a customer are increasingly being deployed as a tool for monitoring satisfaction rate of four out of five points, a first-time resolution their effectiveness. Outcomes of the complaint-handling rate of more than 95 percent for queries, and the assignment of process might include an apology, explanation, compensation, 70 percent of complaints to specific departments within three or action to right the situation in question, such as with hours. Bangladesh’s Grievance Redress System.15 In Uzbekistan, the government authority that considers a complaint is obligated Processing and Follow-up Responsibilities to monitor the execution of the decision and take measures The majority of GM and feedback systems examined here have to compensate for material or moral damage in accordance adopted operating procedures that make some information with legal procedures. Upon receiving notification about the publicly available and provide an overview of guidance to outcome of a case, a citizen can provide feedback through the categorize, prioritize, and process feedback. Türkiye’s CIMER website of a regional khokimiyat (subnational government platform categorizes submissions as: (1) notices/allegations administration). Further, the regional governors’ offices conduct of misconduct, such as sexual harassment or bribery; monthly inspections to assess compliance with the deadlines (2) suggestions about such matters as traffic regulation; for resolving complaints. In addition to providing GM users with (3) requests, such as for social assistance; (4) complaints, the option of submitting feedback about their experiences, such as uncollected trash or unpaid salary; and (5) inquiries to such as in Armenia and Korea, some GM and feedback systems obtain information. Bangladesh’s Grievance Redress System also conduct satisfaction surveys. Services Australia conducts categorizes complaints as severe, medium, or low based on their a customer satisfaction survey to assess and report on its sensitivity and forwards them to grievance redress officers at 14 performance based on satisfaction drivers and criteria, including the appropriate ministry to be addressed. If the Cabinet Division perceived quality, personalized service, communication, time to cannot resolve the issue, it forwards the complaint to one or receive service, fair treatment, and effort. In the West Bank and more relevant ministries to address the issue in cooperation Gaza, international organizations have conducted surveys to with the grievance redress officer. South Africa’s Department assess GM user satisfaction with aspects such as the conduct of of Public Service and Administration requires line departments frontline staff, perceptions of discrimination, and the quality of to follow three stages of complaint resolution: (1) immediate customer service. attention and resolution; (2) investigation, information gathering, and decision making; and (3) internal review, whereby Appeals if a complainant is dissatisfied with a stage-two outcome, Appeal mechanisms for the countries and territories in this a higher authority in the department reviews the complaint, study can be internal or external, depending on the legal undertakes a further investigation, and, based on the findings, framework, the mandate of the agency managing the GM and 14. Grievance redress officers: (1) ensure that all staff members and the public are aware of the current grievance redress procedures; (2) ensure that all grievances are addressed and resolved fairly, impartially, and transparently; (3) ensure that all grievances are dealt with by the appropriate authority; (4) review the available measures and make appropriate recommendations in relation to mediation and conciliation to ensure early resolution of grievances; (5) depending on the seriousness of the complaint, keep the complainant informed of the process; and (6) keep all records of complaints and settlements. 15. See http://socialprotection.gov.bd/wp-content/uploads/2020/03/Enhancing-Social-Protection-Governance-through-Grievance-Redress-System.pdf. 13 5. KEY FINDINGS Box 5.2. Pakistan’s Citizen’s Portal: Processing Complaints Federal ministries, divisions, and other government entities in Pakistan appoint two grievance focal points: one to conduct administrative tasks and the other to conduct tasks related to information technology. Their joint responsibilities include examining all submissions, initiating action and referral of complaints as needed, recording and communicating proposed resolutions to citizens, and analyzing complaints data. All heads of government entities are responsible for overseeing the process and guaranteeing its efficiency and quality. According to the Pakistan Citizen’s Portal User’s Guidelines Manual for Complaints and Suggestions Handling,a public organizations should conduct regular reviews to identify potential bottlenecks in complaint handling, hold grievance focal points accountable, and ensure that staff is well trained and fully equipped with “the necessary skills and resources to process complaints.” Grievance focal points have access to the portal’s dashboard, which organizes complaints into five categories: (1) New, for incoming submissions; (2) In process, when action has been initiated, including the assignment of the complaint to a relevant officer and its processing through resolution; (3) Escalated, when a complaint has not been resolved within the standard timeframe, including two stages: (1) initial escalation, when a complaint has not been resolved within 10 days of its submission; and (2) super escalation, when a complaint has not been resolved within 21 days of its submission; (4) Forwarded when a complaint has been forwarded to another federal or provincial authority within 24 hours of its receipt; and (5) Resolved, when a solution has been offered to the complainant and the grievance focal point has recorded remarks about the resolution in the Pakistan Citizen’s Portal dashboard, attached the notification to the complainant, and clearly referred to and applied the rules and regulations in resolving the case. a. Pakistan Citizen’s Portal User’s Guidelines Manual for Complaints and Suggestions Handling. Third Edition. January 2020. http://www.qesco.com.pk/PDF/tender/ Pakistan-Citizen-Portal-Manual-3.0.pdf. feedback system, and administrative structures. For example, does not agree with the decision of a government authority Malaysia’s Public Complaint Bureau has an internal dispute regarding a case, that authority is obligated to explain to resolution mechanism for cases when the complainant is not the complainant the procedure for lodging a complaint satisfied with the investigation or outcome. Complicated cases 16 against the decision. A GM user who is dissatisfied with the and systemic issues are referred to the Permanent Committee outcome of a complaint at the district administration level can on Public Complaints, which has the mandate to instigate submit an appeal to the People’s Receptions of the regional investigations, request explanations from public officers and administration. If the complainant is dissatisfied with that staff, and direct relevant departments and agencies to take investigation’s outcome, an appeal can be lodged to a higher corrective actions to resolve complaints. Uzbekistan’s Law on authority or in court. Appellants in South Africa can appeal to an Citizen Appeals stipulates that if an individual or legal entity independent statutory institution, such as the Public Protector, 16. See http://www.pcb.gov.my/annual/COMPLAINT.pdf. 14 5. KEY FINDINGS FIGURE 5.2. EXAMPLE OF STATISTICAL CHART ON MOROCCO’S CHIKAYA PLATFORM 400,000 Nombre de réclamations reçues 342,101 300,000 200,000 141,528 100,000 48,778 18,693 16,973 13,735 14,037 16,871 14,937 15,270 17,933 4,937 0 13,021 -100,000 Avr Mai Jun Jul Aou Sep Oct Nov Dec Jan Fev Mar Avr 2020 2020 2020 2020 2020 2020 2020 2020 2020 2021 2021 2021 2021 the Public Service Commission, or any other legally prescribed citizens, and engineers, and the sector of complaints, such as mediator institution, based on the nature of the complaint. 17 municipal services and energy. South Africa’s quarterly report Appellants in Australia appeal to the Commonwealth provides information on changes in the case resolution rate Ombudsman. compared with the previous quarter as well a summary of the most prevalent national- and provincial-level issues. Morocco’s Monitoring and analysis Chikaya portal includes a public statistics page (see figure 5.2), Based on the relevant legal framework, GM and feedback which presents aggregated data on complaints about all systems must publish monitoring reports on a monthly (e.g., administrative bodies and allows users to search for any given Uzbekistan), quarterly (e.g., South Africa), or annual (e.g., period the number of complaints received, processed, and for Pakistan) basis. The published data typically include the which citizens have expressed their level of satisfaction, as well aggregate number of cases received and closed, although there as the average number of days needed to process a complaint. are several good practice examples of more disaggregated data sharing. For example, Hong Kong’s 1823 service publishes There are also examples of GMs that have proactively utilized data on the number of queries, complaints, and other types analyses of feedback data to inform and facilitate efforts to of feedback—such as suggestions and compliments—that are improve service delivery and policy outcomes. In Korea, for received. The West Bank and Gaza’s Directorate General for example, the Anti-Corruption and Civil Rights Commission’s Complaints discloses the total number of complaints that “Complaints Big Data at a Glance” service analyzes data to are received, rejected, processed, and under consideration to identify weekly and monthly trends in civil complaints, as well be processed, as well as the type of entities involved, such as complaints related to major national policies, social issues, as ministries, nonministry government institutions, security and issues of public interest. Its forecast system monitors institutions, and governorates. The annual report of the complaints from the previous three years, selecting cases that Pakistani Prime Minister’s Delivery Unit includes information occur more frequently at specific times and then forecasting on the GM’s user categories, including students, senior the types of complaints and major cases that are expected to 17. See http://www.pcb.gov.my/annual/COMPLAINT.pdf. 15 5. KEY FINDINGS occur one month in advance, allowing the relevant institutions web pages, including those in Malaysia, Morocco, and South to prepare adequate response measures. The entities managing Africa; and in some cases they include staff testimonials, such centralized GMs for Bahrain and Pakistan utilize feedback data as in Hong Kong and Nepal. Many GMs have deployed social analysis to incentivize better performance. In Bahrain, quarterly media for the same purpose, including in Uzbekistan, Singapore, presentations are organized for the Crown Prince regarding the and Nepal. Bangladesh’s Grievance Redress System portal progress and performance of Tawasul entities, and the Prime 18 provides access to the citizen charters of relevant ministries Minister and Crown Prince present awards for the top three and divisions, a user manual, and a process map for grievance performing entities during the annual government summit. redress. Its Cabinet Division’s website provides guidelines, Pakistan’s Prime Minister’s Performance Delivery Unit publishes activities, and instructions about the system for ministries and the names of the 10 organizations with the highest number of divisions. Some entities have devoted entire communication complaints resolved as well as those whose performance fell and outreach programs to their GMs, such as the website of short in terms of having super escalated complaints that were the Vietnam’s Government Inspectorate, which includes a not resolved within the stipulated timeframe. section on news and events and another on videos elaborating on the inspectorate’s activities. Its Inspection Newspaper and Outreach Inspection Magazine publicize information on the management The centralized GMs included in this study have deployed and settlement of complaints and on the hands-on experiences myriad creative and innovative approaches to maximize public of inspection-related operations. The media gallery of Malaysia’s awareness of their mandate and service standards and to Public Complaints Bureau includes a photo gallery, an audio foster trust in their effectiveness. Bahrain’s Tawasul portal and gallery featuring the official song of the Public Complaints application are available in English and Arabic, and Services Bureau, and a video gallery that includes a host of videos about Australia has made information available on procedures for its mission and initiatives. See box 5.3 for additional creative complaints and feedback in over 35 languages. Several GMs examples of GM outreach. have developed and posted videos about their activities on their Box 5.3. Good Practice and Creative Examples of Grievance Mechanism Outreach Japan. In addition to pamphlets, the Administrative Evaluation Bureau has produced: (1) posters in Japanese and English on the process for submitting complaints and seeking counsel and on other appropriate issues; (2) a video introduction to administrative consultations, including procedures for foreigners, and the Administrative Counseling System’s outcomes and achievements; and (3) a drama and program entitled “If you have a problem, don’t worry alone.” The Administrative Evaluation Bureau webpage includes a “kid’s corner” that features cartoons and interactive activities to introduce young people to administrative counseling. A magazine for children had also been produced for this purpose. The Ministry of Internal Affairs and Communications has introduced a specific symbol and the Kikimimi mascot for the Administrative Counseling System and set up a Twitter account to increase public familiarity with the administrative counseling process. Finally, MIC promotes international exchanges, conferences, and events on administrative counseling with the International Ombudsman Association, the Asian Ombudsman Association, and other countries. (continued) 18. This is not available online to the public. 16 5. KEY FINDINGS Box 5.3. Continued Korea. The Anti-Corruption and Civil Rights Commission (ACRC) uses a variety of outreach channels, such as the participation of its senior representatives on television and radio shows and their contributions to newspapers and press releases. In 2019, its Task Force for Digital Communication produced familiar and fun content to help people understand the commission’s policies, which was distributed through official social media channels of ACRC. The commission also launched its ACRC Vision YouTube channel, where it posts a range of content, including live-streamed events. The ACRC releases promotional content about the 110 Government Call Center, E-People, administrative appeals, and its other initiatives in various formats, including videos, posters, and leaflets; television, radio, and newspaper announcements; and bus and electronic display boards. Its news and publications section hosts a “What’s New” section that provides updates; a photo gallery; ACRC’s newsletters; and publications, including annual reports, brochures, and assessments. Social inclusion users that their personal data will be protected, such as in Several centralized GMs in this stock-take have features that Uzbekistan and Morocco. align with the eight effectiveness criteria for nonjudicial grievance mechanisms of Principle 31 of the 2011 United Most GMs have instituted accessible channels for users to Nations Guiding Principles on Business and Human Rights (see 19 submit feedback, with some focused on digital accessibility. For box 5.4). The majority are predictable in terms of communicating example, users of Bahrain’s Tawasul system who have a visual timeframes and processes. For example, operational guidelines impairment can access the portal’s contents using its text-to- for the Dominican Republic’s 311 Public Assistance System speech feature in its screen-reading software, which requires no state that the status of the case must be acknowledged and additional software. In Korea, the Integrated Government Call changed from open to in process within 48 hours of receipt. Center’s “Visible ARS” smart counseling system offers people Nepal’s Hello Sarkar system has published a chart depicting the with hearing impairments video counseling using sign language process and timeframes for complaint redress, and Morocco’s and interpretation services. To avoid excluding petitioners Chikaya web page presents a user guide to observations, on the basis of language, some GMs provide information in suggestions, and complaints. Most of the GMs in this stock-take multiple languages, such as Services Australia, which publishes are also transparent, typically providing users with receipts or information about complaint and feedback procedures in at reference numbers that allow them to track the status of cases. least 35 languages, as well as Hong Kong’s 1823 service, whose In fact, Malaysia’s Public Complaint Bureau keeps complainants website content is available in seven languages. informed by copying them on correspondence related to the investigation of their case. Most of the examined GMs publish Some GMs have adopted measures to promote equity regardless statistics regarding cases received, resolved, and pending; some of age, gender, nationality, race, health, language, geographic go further by sharing examples of resolved cases, such as in location, and income, including Vietnam’s, which allows Nepal and Malaysia. complainants who are ill, old, weak, have physical disabilities, or who are experiencing a valid circumstance preventing them Transparency and predictability are typically precursors for from submitting a complaint, to authorize a parent, spouse, fostering legitimacy. Some GMs, such as in Hong Kong and the sibling, adult child, or other person with the full civil capacity West Bank and Gaza, monitor user satisfaction. Others assure to do so on their behalf. In Uzbekistan, some of its People’s 19. UN HR Council resolution HRC 17/21 of March 21, 2021. 17 5. KEY FINDINGS Box 5.4. Effectiveness Criteria for Nonjudicial Grievance Mechanisms According to Principle 31 of the United Nations Guiding Principles on Business and Human Rights To ensure their effectiveness, state- and nonstate-based nonjudicial grievance mechanisms, should be: 1. Legitimate. Enabling trust from the stakeholder groups for whose use they are intended, and accountable for the fair conduct of grievance processes. 2. Accessible. Being known to all stakeholder groups for whose use they are intended, and providing adequate assistance for those who may face specific barriers to access. 
 3. Predictable. Providing a clear and known procedure with an indicative timeframe for each stage and clarity on the types of processes and outcomes available, as well as the means of monitoring implementation. 4. Equitable. Seeking to ensure that aggrieved parties have reasonable access to the sources of information, advice, and expertise necessary to engage in a grievance process on fair, informed, and respectful terms. 5. Transparent. Keeping parties to a grievance informed about the progress of the case, and providing sufficient information about the mechanism’s performance to build confidence in its effectiveness and capacity to meet any public interest that is at stake. 6. Rights-compatible. Ensuring that outcomes and remedies are in accord with internationally recognized human rights. 
 7. A source of continuous learning. Drawing on relevant measures to identify lessons for improving the mechanism and preventing future grievances and harm. 
 Operational-level mechanisms should also be: 8. Based on engagement and dialogue. Consulting stakeholder groups for whose use they are intended on design and performance, and focusing on dialogue as the means for addressing and resolving grievances. Source: UN 2011: 33–34. Receptions Offices have special onsite rooms for children a window for submitting civil petitions in foreign languages. The and for medical emergencies to ensure that all citizens efficacy of such measures, however, is not always apparent. For have an equal opportunity to lodge complaints. To improve example, concerns have been raised about the extent to which service delivery to culturally and linguistically diverse people, technologically disenfranchised persons can use Pakistan’s Services Australia has appointed service officers to work with Citizen’s Portal because it is primarily designed to function via multicultural community groups, staff, and other government a smartphone application. Data from August 2020 suggest that departments to understand the diverse needs of the population, 93.1 percent of the portal’s users are male. to provide support and assistance in complex cases, and to help staff communicate with them. In 2019, Korea’s Anti-Corruption Satisfaction surveys, such as those in Morocco and the and Civil Rights Commission launched an onsite program Dominican Republic, as well as social media channels, such outreach bus that operates counseling tours in public places, as those in Malaysia and Uzbekistan, appear to be the most such as stations, terminals, and local festivals. The bus also has common modalities for engagement and dialogue. Singapore’s 18 5. KEY FINDINGS REACH program stands out in this regard because, beyond on the verge of approving a similar public hearing and public handling complaints, it offers multiple ways for the public to audit procedure. In Ethiopia, Regional Public Grievance Hearing engage with public issues, for example, by joining a WhatsApp Offices derive their authority from different legal bases that Group Chat to provide feedback on national policies, join public vary from regulation to regional constitutions and are therefore consultations and events, or participate in e-polls. housed in different departments of the respective subnational governments. There is less information available about GMs that use the feedback that they receive as a source of continuous learning. Several GMs have adopted a range of uptake channels through In addition to Korea’s Complaints Big Data at a Glance, South which GM users can submit feedback. In Ethiopia, for example, Africa’s Department of Planning, Monitoring and Evaluation uses the Addis Ababa City Roads Authority and the Hawassa City data from the Presidential Hotline to inform its unannounced Municipality have established multiple mechanisms for clients frontline service delivery monitoring visits and to engage with to voice their concerns (Teshome et al. 2013: ii). Usually, a group departments and municipalities for which complaints are more of community members present their complaints directly to the frequently lodged. respective agencies. Both agencies have implemented a system through which community members submit their complaints to the manager every Thursday. Radio, television, and newspapers Trends and Good Practices: are other voicing mechanisms. Community members can also Decentralized Grievance and Feedback use a suggestion box to forward their complaints (Teshome et al. Systems 2013: 29). In addition, monthly public discussions are conducted This stock-taking exercise documents illustrative examples in each kebele, during which residents present their complaints. of decentralized GMs at the ministry level, including health, In Cambodia, community members can submit their complaints energy, and education; at the provincial or regional level, and to the commune council of the jurisdiction in which they at the municipal or city level. In countries with centralized GMs, reside; to provincial accountability working groups, particularly decentralized GMs operate in parallel with them and emulate on matters related to the misuse of the subnational budget, several of the good practices described above. abuse of power, or local governance issues; and to district ombudsmen—neutral citizen representatives with the mandate Depending on the governance structure, decentralized GMs to address complaints about the district administration. may be governed by overarching legal provisions for grievance redress, by sector-specific legal provisions, or by both. For Several decentralized GMs clearly communicate their timeframes example, Colombia’s Law No. 1,755 of 2015 provides general and service standards. The United Arab Emirates’ Ministry of and specific rules that apply to the right of petition and to all Human Resources and Emiratization is committed to providing public authorities, including national-level ministries, districts, a response to complaints submitted through its web page and municipalities. Provincial-level ministries in Nepal have within 10 working days. The Clients Charter of Malaysia’s Energy introduced grievance management mechanisms, although Commission indicates that if the submitted information is the implementation of these vary across the seven provinces. complete, each complaint is scrutinized and can be resolved Province 1,20 Gandaki,21 and Karnali22 have launched an online GM within 15 working days. However, complicated cases that require portal; Bagmati and Sudurpaschim provinces have formulated a a site visit for review, involve additional documents from a third provincial Good Governance Act modeled on the national-level party, or encompass policy issues that require scrutiny from a Good Governance Act 2,064 (2008), and Madhesh Province is legal point of view take four to six weeks. 20. See http://139.5.73.146/policy. 21. See https://hellocm.gandaki.gov.np/. 22. See https://hellocm.karnali.gov.np/. 19 5. KEY FINDINGS FIGURE 5.3. CITIZEN SUBMISSION PORTAL ON COLOMBIA’S MINISTRY OF INTERIOR WEBSITE Overall, processes and responsibilities for follow up are not adopted by Malaysia’s Department of Wildlife and National described in as much detail as those for centralized GMs, Parks, provide an overview of the processes involved. possibly due to variations at the sectoral and administrative level. However, there are examples of GMs that have Some decentralized GMs also publish statistics regarding the elaborated on these procedures in some detail, such as GMs feedback received, processed, and resolved as a part of their for health-related matters in South Africa and Türkiye, GMs for monitoring and analysis efforts. For example, data for Patients’ labor-related issues in Bangladesh, and GMs for the land and Rights Units in 54 public hospitals under the authority of electricity sectors in Cambodia. Moreover, complaint factsheets, the Istanbul Health Directorate from 2005 to 2011 indicate such as those published by Australia’s Department of Education, that 218,186 complaints were filed. Each year, the number of Skills and Employment, and client charters, such as those complaints increased over the previous year, and nearly half 20 5. KEY FINDINGS (48.9 percent) of the applications were submitted in 2010 and languages, including English, Sesotho, Sepedi, Afrikaans, 2011. The three most frequent complaints were “not benefiting Tswana, Xhosa, and Zulu. In Colombia, some authorities, such from services in general” (35.4 percent), “not being treated as the Ministry of Transport, the Ministry of Interior’s National in a respectable manner and in comfortable conditions” Firefighter Department, and the City of Medellin, have created (17.8 percent), and “not being properly informed” (13.5 percent). YouTube videos to explain the differences between petitions, In the case of Bangladesh’s Department of Inspection for complaints, claims, suggestions, and allegations of misconduct, Factories and Establishments, most complaints pertain to legal as well as how to file them. In Uzbekistan, various regional benefits, due wages, and dismissal from work. The Complaint administrations use social media to share news regarding the Resolving Efficiency Report on the department’s website activities of the People’s Receptions, such as news channels, allows members of the public to generate aggregate statistics their respective websites, and social media (e.g., Samarkand’s for complaints received and resolved during a specified time Instagram account and Fergana’s Facebook and telegram interval, as well as the average number of days taken to address accounts). specific types of complaints. Finally, illustrative good practice examples of issue- or theme- Finally, this stock-taking exercise captures some examples of specific GMs are covered in this compendium, such as those outreach efforts by decentralized GMs and feedback systems. specifically focused on gender-based violence (box 5.5) and South Africa’s Department of Health has provided feedback natural resource management (box 5.6). forms, posters, and a patients’ rights charter in numerous Box 5.5. An Issue-Specific Grievance Mechanism for Gender-Based Violence: Morocco’s Kolonamaak Platform In January 2020, Princess Lalla Meryem, President of the National Union of Moroccan Women (UNFM), launched the Kolonamaak (“We are all with you”) platform, which provides nationwide 24/7 support and guidance for female victims of violence. The platform, operated by UNFM, is connected to institutional services, including the Ministry of Solidarity, Social Development, Equality and Family; the Office of the Public Prosecutor; police authorities; the Ministry of Health; and other relevant stakeholders. It is accessible through a toll-free number (8350) or through a mobile application that locates the victim’s phone to provide the needed assistance, directing her to the most relevant of the 12 regional listening centers. The centers are part of a national network of psychological and social support staffed by experts in the fields of psychology, sociology, family mediation, and social work. Since the outbreak of the COVID-19 pandemic, the Ministry of Solidarity, Social Development, Equality and the Family announced the creation of 63 accommodation and care centers for women victims of violence. In July 2020, with the support of UN Women Morocco, UNFM mobilized an artificial intelligence expert to centralize data management, monitor the complete support system provided to survivors of violence, and optimize collaboration between the national platform and its regional listening centers. Publicity videos regarding the objectives and functions of the Kolonamaak platform are available on UNFM’s web page. 21 5. KEY FINDINGS Box 5.6. Issue-Specific Grievance Mechanisms for Natural Resource Management: Hong Kong and Malaysia Hong Kong. The performance pledge of the Environmental Protection Department (EPD) outlines uptake channels for feedback, service standards, the appeal process, and contact information for its regional offices. The EPD’s customer service center addresses and responds to various types of feedback on pollution-related issues (e.g., improper disposal of livestock and chemical and electronic waste disposal). It also provides an “enquiry service” for the public to obtain information on EPD services, such as waste recycling and plastic shopping bag levy schemes, as well as “help desk service for trade” to assist the business community comply with environmental law. The EPD has also made available summary statistics and detailed information on the number and nature of complaints. The customer service center hotline is backed by a customer relationship management system that uses a geographic information system (GIS) module to enable spatial analysis of complaints submitted by the public. The EPD’s access to information officer is responsible for ensuring confidentiality and adherence to the Code on Access to Information. The EPD’s web page has a responsive design that enables users to change the text size to accommodate their visual needs; and a mobile/accessible version of the web page is available. Malaysia. The Department of Wildlife and National Parks at the Ministry of Water, Land and Natural Resources has set up a hotline, and there are e-forms for inquiries and complaints available on its website that citizens can use to report human–wildlife conflict and violations of the Wildlife Act. The department’s client charter asserts that complaints containing complete information will be acted on within 24 hours. Complainants can check the status of their complaint and can provide feedback after the case is resolved. The department also publishes monthly “Client Charter Achievement” reports, which include progress made in every state with regard to responding to wildlife-related complaints in under 24 hours. 22 6 Conclusions The broad array of centralized and decentralized grievance Despite several good examples of processing and monitoring mechanisms (GMs) covered in this stock-taking exercise yield systems that have been put in place, fewer GMs seem to the following insights, which could be useful for development have adopted the practice of publicizing progress on their key practitioners seeking to design or strengthen GM systems or performance indicators, such as GM user satisfaction levels who are focused on utilizing existing country-owned GMs for and the average time needed to resolve a complaint, the development projects and interventions. types of complaints resolved, and the rate of resolution. It would therefore be helpful to consider establishing performance Overall, it appears that centralized GMs are increasingly benchmarks in GM design to strengthen GM accountability and well used. One of the factors that could be at play here is serve as a testament to its legitimacy. that centralized GMs are typically topic-independent, which allows them to address a variety of issues across sectors and In addition to publishing GM statistics to foster public can encourage a virtuous cycle of competition by tracking key trust and legitimacy, country-owned GM systems should performance indicators linked to the quality, accessibility, demonstrate how GM data analyses are being utilized for timeliness, and citizen satisfaction level with feedback handling impact. Examples from Korea and South Africa demonstrate how across state ministries and agencies. Furthermore, because GM entities are using feedback data to inform and facilitate they are built into the very governance structure of the state, efforts at anticipating challenges and improving service delivery institutionalized, country-owned GMs are potentially more and policy outcomes. sustainable than ad hoc feedback mechanisms set up for individual projects that are often dismantled at the end of a Despite the successful proliferation of digital uptake project’s life cycle. channels for GMs, options to provide in-person feedback through “old tech,” such as hotlines, remains extremely Several centralized GMs have established state-of-the-art important. Singapore’s REACH program is one such good processing and monitoring systems, which produce regular practice example as it organizes face-to-face engagement statistics on the number and nature of feedback cases (e.g., sessions, such as public forums, dialogue sessions, and Morocco and Korea). Such systems could be emulated by other feedback booths. Another is Japan’s Administrative Counseling countries and/or utilized by development projects supported by System’s Administrative Counseling System, which proactively external partners. set up makeshift one-stop counseling centers for in-person consultations. Such approaches are also found in contexts with 23 6. CONCLUSIONS decentralized GM systems, such as Cambodia and Ethiopia, or in other sectors in the same country is not always clear. where complainants may be more familiar with localized and This could be partially due to the ongoing efforts at including communal approaches toward grievance redress, as well as in the remaining government entities under the umbrella of situations where there is limited access and/or familiarity with centralized GMs—or perhaps no linkages exist. In such cases, using digital options to provide feedback. interim guidelines or instructions would be useful for GM users and for development practitioners looking to utilize country- There is limited transparency regarding GM budgets, which owned GMs for project interventions. makes it difficult to elaborate on the resources needed to launch and maintain GM systems at the national, sectoral, Accessibility to vulnerable groups must be ensured. This and local levels. Entities managing GM systems should share stock-taking exercise uncovered limited documented efforts to their indicative budgets with citizens and other stakeholders in ensure that GMs are accessible to and easily used by vulnerable the interest of transparency and accountability and to serve as groups. There are a few examples of GMs that have focused on a point of reference for other GMs being set up by government in-person uptake channels and awareness-raising campaigns entities in other countries. for people with limited literacy, language barriers, or visual impairments, such as in Japan, Korea, Uzbekistan, Australia, and Linkages between centralized and decentralized GMs are Bahrain. Nevertheless, in general, there appears to be significant unclear. Although there are numerous examples of centralized scope to mainstream GM design considerations in a way that GMs that are functional and effective, the extent to which would make them more accessible. they are linked with decentralized GMs at the local level and/ 24 Part 2 Case Studies 1. Armenia E-request.am CONTEXT The right to remedy is framed by Armenia’s 2015 constitution: Brief description In Armenia, citizen feedback and complaints can be handled in a 3 Article 50 on the Right to Proper Administrative Action reads: number of ways: 1. Everyone shall have the right to impartial and fair examination by administrative bodies of a case 3 In 2018, a unified platform for electronic inquiries concerning him or her, within a reasonable time period. (e-request.am) was launched, allowing electronic requests to 2. In the course of administrative proceedings everyone be sent to state bodies via a one-window format; inquiries shall have the right to get familiar with all documents are then sorted and sent to the responsible officials. concerning him or her, except for the secrets guarded by law. 3. State and local self-government bodies and 3 Government authorities and local self-government officials shall be obliged to hear the person prior to the authorities are mandated to conduct “citizen receptions” to adoption of an interfering individual act thereon. consider applications, complaints, and suggestions. 3 The newly established Citizens’ Feedback Monitoring System1 3 Article 51 on the Right to Receive Information reads: (started in 2021) allows citizens to electronically assess the Everyone shall have the right to receive information and quality of services received from governmental bodies. get familiar with documents relating to the activities of state and local self-government bodies and officials. 3 The government is currently working on its www.e-hotline.am portal, which will house all of the state unit hotlines as a Furthermore, the Law on Freedom of Information, adopted in unified portal for citizen requests, grievances, and inquiries. 2003, defines the duties of the information holder as well as the procedures, forms, and conditions for obtaining information. Enabling environment E-request.am, the unified online portal for citizen requests, run According to the Presidential Decree on Establishing by the Ministry of Justice, was introduced by the Decision of the the Procedure to be Followed in Government Activities Government of the Republic of Armenia 24–N of April 26, 2018. (articles 81–83), the government and its staff must organize the The portal allows citizens to electronically submit a request, application, or complaint to state authorities using the country’s reception of citizens” and the “consideration of their electronic digital signature system and to receive an answer applications, complaints, and suggestions.” It spells out that electronically. “the Government shall examine and process such applications, complaints, and suggestions of citizens, which have not been addressed by the respective bodies of executive authority, as well as in cases in which complaints are filed against the heads of such bodies. … The Staff of the Government shall: a) Discuss, analyze, and consolidate the applications, complaints, and suggestions of citizens to the Government, 1. As of June 2021, the link to the platform piloted by the e-Government Infrastructure Implementation Office is only accessible by devices with an Armenian Internet Protocol (IP) address. 26 PART 2. CASE STUDIES and periodically report to the Republic of Armenia Prime 3 Documentation, procedures, location, and timelines of Minister on the status of applications; and b) Regularly meetings; monitor the measures taken by bodies of executive authority 3 Public hearings and discussions with community residents; towards receiving citizens and examining their applications, complaints, and suggestions, and propose ways of improving 3 The results of public hearings and discussions regarding this work. The findings of citizen receptions by the Staff of the decisions made by the community council and community Government and the results of reviewing their applications, head and other documents as prescribed by law; complaints, and suggestions, as well as the progress of 3 Procedures for the participation of local community residents measures in this respect shall be reported by the bodies of in the self-government process; executive authority in sessions of the Government. 3 Procedures for the formation and operation of consultative This Presidential Decree was canceled in 2007. The legal act bodies to conduct open public hearings and discussions; and canceling it was adopted on March 2018 and amended in 2019, 3 Other procedures and relevant information (Council of Europe however the amendments do not include any provisions for 2020: 23). the reception of citizens and their applications, complaints, and suggestions, revealing a legislative gap in this regard. The Amendments to the Law on Local Self Governance, adopted in Charter of the Office of Prime Minister currently defines the early 2020, stipulate that in communities with a population need and procedures for the reception of citizens and their of over 20,000, the laws and regulations should be posted on applications, complaints, and suggestions. Procedures are also community websites for public discussion and should include stipulated for each ministry charter. The charter enumerates a link to the e-request.am web page. According to these the responsibilities of staff to organize the “reception of amendments, beginning in 2022, all communities must have citizens and discuss, analyze and summarize their applications, an official website regardless of their population size. These complaints, and suggestions.” It also directs staff to periodically amendments also define a broader circle of information to be inform the prime minister about received inquiries (chapter 2, disclosed on community websites, including contact details point 8). The charter specifies the need to register and disclose for other communal organizations, services provided by the petitions (in cases required by law), to accept or reject petitions, community administrative office and structures subordinated and to inform applicants of same. The charter also defines to it, construction activities in the community, and community- the roles and responsibilities of the Citizens’ Reception and owned real estate. Application Review Department (chapter 6, point 41), including accepting, registering, analyzing, and redirecting received In articles 30 and 33, the law specifies that the “chief of a applications, complaints, and suggestions, as needed; organizing community” must “conduct receptions of citizens; consider the reception of citizens; and ensuring the operation of the complaints, applications and proposals of citizens in a manner hotline that serves the prime minister’s staff. specified by law and take necessary measures in their respect.” The secretary of staff must ensure “respective arrangement for The 2002 Law on Local Self-Government, amended in 2020, reception of citizens by the Chief of the Community and the establishes a duty for all communities with a population of over Community Council” as well as “the process of consideration 3,000 to have an official website with the following information and progress of their proposals, applications and complaints.” publicly available: 27 PART 2. CASE STUDIES UNIFIED PORTAL FOR ONLINE REQUESTS: HTTPS://E-REQUEST.AM/EN/E-LETTER Number of agencies and ministries HOW DOES IT WORK? According to the Law on Government Structure and Activities, Uptake channels adopted on March 23, 2018, and amended in 2019, there are According to Government Decision 524–N of 2018, official 11 bodies under the government and three under the prime websites of state bodies and local governments should have minister. There is one council and 33 intergovernmental a section allowing citizens to “send inquiries/applications/ commissions. The regional government is implemented through requests for information,” in a manner adequate to their specific 10 regional governor offices (marzperarans) in addition to the field of activity. Yerevan Municipality, which is considered a self-governing body. Processing system: Follow-up responsibilities According to the Decision of the Government of the Republic The e-request.am portal asks users to choose if they would like of Armenia 524–N of April 26, 2018, all state bodies and local to submit a request, application, complaint, or letter. It also governments are required to post the link to the e-request.am asks for a name and surname (compulsory), address, citizenship platform on their official websites. status (compulsory), telephone number, email address, the 28 PART 2. CASE STUDIES essence of the inquiry, and the manner in which the user 1. Was the user satisfied with the provided response? would like to be notified. Once submissions are logged in the (yes/no/partly) e-request.am, they are sorted and sent to the relevant officials. 2. Was the response provided within the timeframe established The unified portal allows users to track the status of their by law? complaint by entering the 16-digit control number generated at the time of submission. However, the statistics section was a pilot that will soon be removed from the e-request portal and replaced with a more Timeframes and service standards comprehensive citizen feedback monitoring system that According to the Law on Freedom of Information, an official can assess all types of services. Indeed, the e-Government response to an information request should be given within five Infrastructure Implementation Office recently established a days of receipt if the information already exists as published or portal that lets citizens assess the quality of services received unpublished sources in the requested format. If additional work from state government bodies using a service identification is required, the information should be provided within 30 days. code. The platform, which began operating at the beginning of 2021, will include a section—currently under construction— The Government Decision 1204–N, adopted on October 15, 2015, presenting assessment statistics. defines procedures for copying and providing information by state, local self-government, governmental entities, Monitoring and analysis and organizations. It supplements the Law on Freedom of The pilot version of the e-request.am portal presents statistics Information. The decision stipulates that information inquiries on the number of submitted applications, requests, and should be addressed within five days. In cases where copied complaints received by various entities. As of May 2021, the information exceeds 10 pages, the relevant governmental body police had received the most feedback, with 117,765 submissions must inform the applicant about the required payment for the (93 percent applications, 4.5 percent requests, and 2.5 percent information (a minimal payment for printing). If additional complaints), followed by the Ministry of Labor and Social work is required to prepare information, the relevant entity Affairs, with 33,868 submissions (2,609 or 7.7 percent of should inform the applicant of the delay within five days, also which were complaints), and the Office of the Prime Minister, indicating a potential date for the expected response. with 10,523 submissions (1,770 or 11 percent of which were complaints). The Government Decision 524–N of 2018 envisages amendments to Government Decision 1204–N, adopted on October 15, 2015. According to 2019 data on freedom of information requests It stipulates the procedures for the submission of electronic submitted by citizens, published by the Freedom of Information inquiries and requires that applicants be given the means to Center in Armenia, 15 percent of requests were answered late follow up online regarding the processing of their submitted (violating the statutory five-day period), an improvement over inquiries after identity verification. 2017 data, when 30 percent of requests were not answered in the stipulated timeframe. In terms of the content of responses, Modalities for resolution and citizen satisfaction as of September 2019, 63 percent were comprehensive and The e-request.am portal features a section on statistics that provided within the required timeframe—a clearly positive shows the number of applications, requests, and complaints trend compared with the 2017 rate of 34 percent. The rate of submitted each month. It tracks user feedback in two ways: incomplete answers was down to 13 percent in 2019 compared with the 2017 rate of 23 percent. The rate of inquiries that did not receive any response (“refused inquiries with no response”) 29 PART 2. CASE STUDIES declined from 11 percent in 2017 to 1 percent in 2018 and then OTHER MECHANISMS increased slightly to 3 percent in 2019 (Chakryan 2019). Office of the Prime Minister The Office of the Prime Minister clearly indicates contact According to the monitoring report of Armenia’s anticorruption details for the person in charge of freedom of information—the strategy for 2019–22, the www.e-request.am portal has received head of the Department for Information and Public Relations— over 8,000 grievances and 14,000 inquiries from citizens. As and the person overseeing citizen receptions and application of the first quarter of 2021, 140 state units were connected to review—the head of the Department for Reception of Citizens it. However, statistical data on the portal’s operations are still and Discussion of Petitions. Citizens can also contact the Office lacking; the portal has a section for statistics, but it remains of the Prime Minister by email (hotline@gov.am) or by using under construction. the toll-free hotline: 1–17. The international hotline number is +374 (10) 527-000. SOCIAL INCLUSION There are currently no provisions allowing for the anonymous Statistics published on the website suggest that during feedback of citizens. Moreover, in the absence of alternate calendar year 2020, the prime minister’s office “received uptake channels, such as telephone or SMS, residents of remote 378 online inquiries, of which 278 were answered, 96 were rural areas and others may not have equal access because they redirected, and 4 are in progress,” and that the head of the lack online connectivity. Department for Information and Public Relations would receive an average of 10–15 verbal questions per day. In 2019, the office On the positive side, several ministry websites allow users to received 324 online inquiries, of which 311 were answered and adjust font size, contrast, and colors to improve readability. The 13 redirected). Ministry of Labor and Social Affairs’ website also offers audio. 30 2. Australia Services Australia Brief description Modalities for resolution and citizen satisfaction Services Australia is responsible for the delivery of advice and 2 A Services Australia user who does not agree with a decision high-quality and accessible social, health, and child support about Centrelink payments or services, Medicare debt, or services and payments through: child support has the right to ask for a review of the decision. Such users can write, call, or visit a service center for this 3 The Medicare program, including the pharmaceutical benefits purpose. Authorized review officers generally aim to complete scheme, Australian immunization register, and Australian their review within 49 days. Petitioners who disagree with an organ donor register, officer’s decision can request a review by the independent Administrative Appeals Tribunal. Details about processes and 3 Centrelink, including the delivery of payments and services timeframes to address various issues under review are available for seniors, job seekers, families, caregivers, people with on the Services Australia web page. Customer satisfaction disabilities, and indigenous Australians; and surveys implemented by Services Australia are used to assess 3 The child support program. and report on its performance based on satisfaction drivers or criteria, including perceived quality, personalized service, HOW DOES IT WORK? communication, time to receive service, fair treatment, and Uptake channels effort. However, some concerns have been raised regarding Complaints, suggestions, and compliments can be submitted challenges in submitting complaints and seeking a review of online, in person, by email, or by regular mail. Queries can be a Centrelink decision, particularly for persons with physical or submitted through Services Australia’s social media accounts. mental disabilities; those without a fixed address or who are Services Australia users can also submit feedback via telephone, unable to store personal documentation and records; those with including the free direct-call TTY service and the National Relay limited access to phone or Internet services; and those facing Service for persons who are deaf, have hearing loss, or have a language barriers or who lack support in navigating the complex speech disability. Users based overseas can use an international bureaucratic process.3 phone number for this purpose. Specific options have been provided for businesses and health professionals to provide Appeals their feedback. Petitioners unsatisfied with the outcomes of their complaints can appeal to the Commonwealth Ombudsman. Timeframes and service standards As per the service commitments outlined in Services Monitoring and analysis Australia’s service standards, complaints are to be resolved Services Australia uses data analytic techniques to identify the within 10 working days. If they cannot be resolved within this root causes of complaints and determine the actions needed timeframe, the Services Australia team explains the reasons for to resolve these issues. Analyses have resulted in targeted the delay and options available to the user. improvements to their digital services and claims processing procedures. Services Australia publishes data in annual reports 2. Case studies on advanced economies like Australia have been included because: (1) several clients, including those from developing economies typically look to learn from good practices adopted by advanced economies, and (2) in some instances, desk research yielded more details on the GM value chain and social inclusion aspects of GMs adopted by advanced economies compared with country-owned GMs in less developed economies. 3. See https://www.aph.gov.au/Parliamentary_Business/Committees/Senate/Community_Affairs/SocialWelfareSystem/Report/c03. 31 PART 2. CASE STUDIES and on the Transparency Portal to share progress on key on the 2021 Readability Scorecard for Australian Government performance standards. agencies. Budget The department’s service centers meet the Australian standard The 2020–21 allocated budget for the continuation of Services for physical access. They are equipped with assistive listening Australia’s remote service provision was US$24.7 million. devices, and help is available for customers and petitioners to The budget is available online; additional details about the complete forms. department’s budget are available in its annual reports. OUTCOMES SOCIAL INCLUSION Statistics Services Australia’s multicultural service officers work with In 2019–20, the agency received 276,350 complaints, which multicultural community groups, staff, and other government represents 0.07 percent of over 395 million interactions, departments to improve service delivery to a culturally and including calls handled, visits to service centers, and self- linguistically diverse population. These officers seek to service interactions. It also received 15,028 suggestions and understand the diverse needs of the citizenry, provide support 15,803 compliments, 80.8 percent of which were about services and assistance in complex cases, and help staff communicate provided by staff, 12.7 percent about programs, and 6.5 percent using language services. The multicultural service provides free about products. Fifty-one percent of Centrelink-related interpretation and translation services in over 200 languages, complaints, 91 percent of Medicare-related complaints, and including Auslan or sign language, aboriginal and Torres Strait 93 percent of child-support-related complaints were resolved Island languages, and international languages. within 10 working days. There is no cost for submitting feedback, although Services PROMOTIONAL MATERIALS Australia clarifies that there are phone service charges, the rates Information on procedures for submitting complaints and for which vary by telephone service provider. feedback is available in over 35 languages. The department’s “Media Hub” section on media releases posts periodic news The servicesaustralia.gov.au website has text-to-speech articles about customer feedback and complaints. It responds to functionality and allows users to change the size, font, and color queries and other feedback through its social media channels, of the text on the screen. Moreover, the department achieved including Twitter and Facebook. a readability score of 119.3—higher than the benchmark of 100 Other Departments Department of Education, Skills and Employment department to investigate and respond to a particular complaint The department has multiple uptake channels for receiving depends on the nature and complexity of the issues involved. In feedback about their numerous programs and services via some cases, the department may offer an internal review of how phone, email, or online form. A complaint factsheet, published the complaint was handled and resolved, taking into account by the department, indicates that anonymous complaints are any additional information provided by the complainant. The considered, but they may not be able to be properly investigated complainant has the right to pursue an independent review or responded to. Complaints are acknowledged within five of the outcome by the Australian ombudsman. Complaints business days, although the length of time it takes for the regarding employment services can be submitted through a 32 PART 2. CASE STUDIES national customer service line. Feedback related to training in deficiencies; discriminatory actions or decisions; flawed the vocational education and training sector can be relayed administrative processes; unprofessional behavior or inadequate through the National Training Complaints Hotline to the most knowledge/training of staff; breach of duty/misconduct by an appropriate authority for consideration. officer; or fraud and compliance-related issues. Complaints can be submitted online, in person, or by email, telephone, or regular Department of Social Services mail. The department keeps petitioners informed regarding the The Department of Social Services (DSS) encourages all clients progress of addressing their complaints; written responses are to provide feedback on their experiences with the department provided within 28 days. DSS publishes data and statistics about or with a DSS-funded service provider. In addition to other many cases in their annual reports. For example, in 2018–19, types of feedback, petitioners can submit complaints regarding 557 formal complaints were received through the Feedback unreasonable delays; inadequate service; legal, human, Management System, most about the National Redress Scheme or factual errors in decision-making processes; procedural and the National Rental Affordability Scheme. States Victoria Department of Health and Human Services New South Wales Department of Planning, Industry and If petitioners are dissatisfied with the outcome of their Environment complaint through the local health and human services (HHS) The department’s External Service-Related Complaints Policy office, they can file a formal complaint with the Victoria HHS outlines the principles and procedures for addressing and about services that it has provided, contracted, funded, or responding to expressions of dissatisfaction with their services, regulated. Feedback can be submitted online or via regular mail, their employees, or the handling of a complaint where a email, or telephone. The department can arrange an interpreter response or resolution is explicitly or implicitly expected. to help with language services, as needed, and complainants Service-related complaints can include matters related to a can grant permission for someone else to lodge a complaint service delay or failure to provide a service or the quality of an on their behalf. Complaints are acknowledged within three action that has been taken. Complaints are acknowledged within working days. The timeline for resolution depends on the three working days and are to be resolved within one month. If complexity of the issue, ranging from 10 to 20 working days. the resolution takes longer than one month, petitioners are kept When an investigation or review is complete, the outcome is informed of the progress of their complaint and the likely date communicated to the complainant within three days, including of its completion. Citizens can contact the “Environment Line” to advice on alternative courses of internal or external review. The submit questions, via online contact, email, and telephone. The department’s Feedback Including Compliments and Complaints department has also provided the public with options to report Management Policy provides details on complaint management. major and nonemergency incidents of pollution, such as air It has produced a poster on how to file a complaint and has pollution, chemical pollution, noise pollution, waste, and litter. issued instructions in easy English; accessible easy English; and over 20 languages, including Arabic, Karen, Russian, and Telugu. 33 PART 2. CASE STUDIES Queensland Department of Seniors, Disability Services and within 45 days. The department has published factsheets on Aboriginal and Torres Strait Islander Partnerships making a complaint, making a human rights complaint, and an The department has provided uptake channels for citizens to internal review. It provides professional interpreting services submit feedback via telephone, mail, email, and online form. for clients who have difficulties communicating in English, Complaints can be submitted regarding services provided (or and it can arrange for interpreters in Auslan and other sign not provided) by the department, financed by the department, languages, as required. A citizen dissatisfied with the handling and the behavior of their employees and actions taken (or not) of a complaint can request that the department conduct by the department. Complaints regarding a decision made or an internal review. If the internal review’s outcome is still action taken by the department must be made within 12 months. unsatisfactory, they can contact the Queensland Ombudsman Privacy complaints about the collection, management, use, to request an independent review. Between July 2018 and disclosure, or overseas transfer of personal information can be June 2019, the department received a total of 118 complaints, submitted by completing and emailing the privacy complaint of which, 28 resulted in no further action and 84 resulted in form to the department. According to the Human Rights Act of further action, including internal reviews, at least one resultant 2019, complaints can only be made about alleged breaches that recommendation, and the outcomes or solutions achieved as a occurred after January 1, 2020, and they are to be addressed consequence of action taken. Cities Sydney provided with the name of the person responsible for resolving The City of Sydney’s complaint and feedback procedures provide the complaint, the estimated length of time it may take to do a framework for the management of both positive and negative so, and the timeframe for when the complainant can expect to inputs to improve services and facilities. Citizens can submit receive an update. anonymous complaints, although the city may request that such a complaint be submitted in writing. Feedback can be submitted Melbourne via telephone, regular mail, email, in person, or on the city’s The City of Melbourne’s complaint resolution policy indicates website. Users with hearing or speech impairments can submit that complaints can be lodged in person at the town hall, their complaints or feedback through the National Relay Service. online, by telephone, or in writing. A petitioner receives an Where possible, interpreter services are provided for users from acknowledgment of the receipt of the complaint as well as a non-English speaking backgrounds. The city aims to resolve reference number for tracking the case. Complaints are generally complaints within 10 working days (or within 24 hours for social resolved within 10 working days; when this is not possible, media complaints). If a complaint cannot be resolved within petitioners are kept informed of the case’s progress. 10 working days, the petitioner is kept informed of progress and 34 3. Bahrain Enabling Environment In 2014, royal directives were issued that stressed the the e-Government Authority’s national customer charter includes need to provide seamless and direct interactions between “providing a platform for customers to give their feedback and citizens and government officials so that citizens’ aspirations participate in framing government policies and enhancing for service improvement could be properly fulfilled. The 4 service delivery.”6 Among the e-Government Authority’s 2012–2016 e-Government strategy,5 with the motto “ADVANCE,” objectives is to “provide mediums such as the National comprises several e-Government initiatives that resulted in key Suggestion and Complaint system ‘Tawasul,’ social media, live achievements, including the launch of Tawasul, the national chat, discussion forums and/or blogs to citizens and businesses suggestions and complaints system. The mission statement of to participate and comment on policies and issues.”7 Centralized Feedback System: Tawasul CONTEXT (@iGABahrain); and (6) Skype for people with hearing or speech Brief description difficulties. Tawasul (the Arabic word for communication ), the national suggestion and complaint system, was launched in January To register a case on the web portal, users select from drop- 2014 by the e-Government Authority in close coordination down lists the name of the concerned government entity and with the Bahrain Center for Excellence. Tawasul is intended to the appropriate user category (citizen/resident, visitor/investor, receive public feedback on the quality of government services, or corporate). Citizens/residents should enter their first name, complaints about shortcomings, failure of or dissatisfaction with personal identification number, mobile phone number, and an service delivery, and issues related to all aspects of government email address if they prefer to be contacted that way. They entities involved in the system. Tawasul is also intended to must select the type of case (inquiry, complaint, or suggestion) ensure the processing and follow-up of complaints. This system and write a message summarizing their feedback; they have has already been deployed at 42 government entities. 8 the option of attaching photos. A user may choose to include a family name and address but this is not required. Visitors/ HOW DOES IT WORK? investors are required to follow a similar process, except instead Uptake channels of a personal identification number, they must indicate their Tawasul’s uptake channels include: (1) a web portal that 9 nationality and can choose to provide their passport number allows citizens, residents, and corporations to submit their as well as a telephone number or email address. Persons inquiries, complaints, and suggestions to government entities submitting feedback on behalf of corporations must provide at any time; (2) a mobile application (available for Android and a first name, the name of the organization, a commercial Apple OS); (3) a 24/7 telephone line; (4) an email address; (5) the registration number, a telephone number, and an email address e-Government Authority’s social network accounts prior to choosing the type of case and leaving a message. There 4. These directives were issued by H. R. H. Prince Salman bin Hamad bin Isa Al Khalifa, Deputy King, Crown Prince, Deputy supreme commander of the Bahrain Defense Force, then first Deputy Prime Minister, and H. R. H. Prince Khalifa bin Salman Al Khalifa, then Prime Minister See link. 5. “Bahrain 2016 EGovernment Strategy.” https://www.iga.gov.bh/Media/Publications/pdf/eGovernment_Strategy_2012-2016.pdf 6. “Kingdom of Bahrain—EGovernment Portal.” See link. 7. Portal. See link. 8. “@iGA Bahrain Jan 13 Tweet.” https://twitter.com/iGABahrain?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor 9. See www.bahrain.bh/tawasul. 35 PART 2. CASE STUDIES is also an option to leave a last name and an address. It is defined by the entity’s service-level agreement, an automated therefore possible for visitors and investors to leave anonymous process escalates the complaint to the relevant ministry office. complaints, although citizens, residents, and corporations cannot. The Tawasul mobile application has a camera feature to Timeframes and service standards capture and upload documents and reports as attachments (up Complaint resolution times range from 24 hours for urgent cases to five images). Users can immediately report public damages to three to seven working days for nonurgent cases.11 Service- via the Fix2Go feature, which is connected to concerned level agreements have been put in place with each individual entities. The option of geotagging the location of the complaint government body to define the amount of time in which users enables government bodies to instantly locate faults in roads should expect an issue to be addressed.12 or buildings to within a few meters. Users of the mobile app are required to enter their personal data (personal identification Modalities for resolution and citizen satisfaction number for an individual and commercial registration number Once cases are resolved, petitioners are asked to express for a corporate user), making it faster to use but not allowing their level of satisfaction on the response provided by the for the logging of anonymous complaints. Users experiencing government entity. If feedback regarding satisfaction is not difficulties with Tawasul uptake channels, who are unsure of the provided within one week, the system automatically marks responsible entity, or who have a concern regarding an entity the case as closed. The e-Government Authority implements not included in Tawasul can email the e-Government Authority annual customer satisfaction surveys for Tawasul and other at Customer.Care@iga.gov.bh to review and transfer their e-Government services. Findings of the 2018 survey indicate complaint to the relevant entity or, if the entity is not part of that an average of 76 percent of users were satisfied with the Tawasul, they can communicate with it off-line. 10 Tawasul platform. Eighty percent expressed satisfaction with features and functions, including readability (font size and style Processing system: Follow-up responsibilities as well as word and line spacing), 77 percent were satisfied with Upon successful submission of feedback, Tawasul users receive the time it took them to submit feedback, and 75 percent were an acknowledgment message with a reference number via email satisfied with the protection of users’ personal data.13 and/or text message (for local submissions only). The reference number can be used to follow up on a case in the “track your Appeals case” section. Once the case has been passed to the appointed If petitioners are not satisfied with a proposed resolution, they Tawasul representative in the concerned government entity, the can reopen the case.14 They are asked to provide the concerned complainant receives notification. The representatives review the government entity with an explanation of their feedback so the case and pass it on to the relevant expert, who may reach out entity can adequately respond or reroute the case to concerned to the petitioner to obtain additional information and carry out parties for further investigation. The case may be reopened to the investigation. Once the investigation has been carried out apply the same initial process until the petitioner is satisfied and the case resolved, the expert(s) share the outcome with the with the outcome or until the matter is discussed with the Tawasul representative(s), who in turn responds to the petitioner petitioner for closure. via email or SMS. The petitioner can view the details of the resolution on the Tawasul portal by using the reference number. If Monitoring and analysis a complainant has not received a response within the timeframe Each government entity is required to address individual complaints, analyze them, identify preventive solutions, and 10. “Kingdom of Bahrain—EGovernment Portal.” See link. 11. Tawasul “FAQs.” See link. 12. “Kingdom of Bahrain—EGovernment Portal.” See link. 13. Customer Satisfaction Report 2018. “Information and EGovernment Authority—CS and CSI Surveys” See link. 14. About National Suggestions and Complaints System. See link. 36 PART 2. CASE STUDIES take action to improve services.15 The software used for Tawasul feedback cases, and ensures high-quality service delivery. The automatically identifies common complaints, flagging them team is staffed by the e-Government Authority, supported by to managers for agile and proactive service improvement. A 16 professionals from across the ministries. Finally, the quarterly public page on the Tawasul portal presents aggregated data on presentations are organized for the Crown Prince regarding feedback cases for all government entities that use the system, the progress and performance of Tawasul entities.26 The prime including the total number of cases per year and the percentage minister and Crown Prince present awards for the top three of closed cases. In 2019, of the 106,115 complaints submitted, performing entities during an annual government summit.27 95 percent were closed; in 2018, 96 percent of received cases were closed; and in 2017, 94 percent of the 14,991 received cases Promotional materials were closed. In 2020, according to the e-Government Authority’s 17 A YouTube video presentation on Tawasul’s objectives and chief executive, Tawasul quickly responded to all received functions is available in Arabic with English subtitles. The portal submissions, achieving a 99 percent fulfillment of its service- and the application are available in English and in Arabic. People level agreement. Findings from the 2018 customer satisfaction 18 with hearing or speech difficulties can communicate with the survey conducted by the e-Government Authority indicate that 19 Government Services Contact Center via Skype (Sunday through 38 percent of survey participants had used Tawasul, and 55 Thursday, 8:00 a.m. to 4:00 p.m., username: egovbahrain).28 Users percent of those had used the Tawasul system between two to who are visually impaired can read the portal’s contents by five times over the past year. Sixty-three percent of people who using screen-reading software—two free programs are offered: were aware of Tawasul are Bahraini, and 19 percent are Asian NVDA and System Access To Go. It also has a text-to-speech but its users are 73 percent Bahraini and 13 percent Asian. 20 feature to help users read text on the portal without the need Women represent 37 percent of those who are aware of Tawasul to activate any other software. Petitioners are protected by and 39 percent of its users. One percent of its users are 21 Law 30 of 2018 on Issuing the Personal Data Protection,29 under under the age of 18; 29 percent are 18–25; 40 percent are 26–35; which they have a right to view personal data (right to access), 29 percent are 36–55; and 3 percent are older than 55. 22 the right to correct or delete personal data, and the right to legally object to the way personal data are being processed. The In addition, ministry offices receive monthly reports outlining the e-Government Authority uses personal data in limited situations, entities’ performances. They can access a visual dashboard 23 24 such as answering customer service requests, sharing updates that displays the performance of the organization in terms of with users about the release of new government services, managing complaints and that measures progress against key improving the national portal (bahrain.bh) and related services, performance indicators. The system has a dedicated monitoring 25 and requesting feedback from customers.30 team that manages the dashboard, conducts an overview of 15. About National Suggestions and Complaints System. See link. 16. “United Nations Public Service Awards Case Studies.” https://publicadministration.un.org/en/Research/Case-Studies/unpsacases/ctl/NominationProfilev2014/mid/1170/id/5217. 17. Tawasul “Statistics.” See link. 18. “IGA’s ‘Tawasul’ App Named Best Smart Government Application.” The Daily Tribune, Kingdom of Bahrain. November 28, 2020. https://www.newsofbahrain.com/bah- rain/68391.html 19. See “Information and EGovernment Authority—CS and CSI Surveys.” 20. “Information and EGovernment Authority—CS and CSI Surveys,” 101. 21. Customer Satisfaction Report 2018. “Information and EGovernment Authority—CS and CSI Surveys,” p. 102. See link. 22. Customer Satisfaction Report 2018. “Information and EGovernment Authority—CS and CSI Surveys,” p. 103. See link. 23. Not publicly available online. 24. Not publicly available online. 25. “United Nations Public Service Awards Case Studies.” https://publicadministration.un.org/en/Research/Case-Studies/unpsacases/ctl/NominationProfilev2014/mid/1170/id/5217 26. Not publicly available online. 27. “United Nations Public Service Awards Case Studies.” https://publicadministration.un.org/en/Research/Case-Studies/unpsacases/ctl/NominationProfilev2014/mid/1170/id/5217 28. “Kingdom of Bahrain—EGovernment Portal.” See link. 29. ‫ينوناقلا يأرلاو عيرشتلا ةئيه‬. 30. “Kingdom of Bahrain—EGovernment Portal.” See link. 37 4. Bangladesh Enabling Environment The government of Bangladesh’s 2014 Secretariat Instructions in 2018, which provides instructions on a range of issues, (chapter 8, 262 (1) and (2)) include provisions mandating that the including the classification and monitoring of grievances and receipt of opinions from citizens and the redress of grievances the responsibilities of various ministries, including the Cabinet be conducted transparently and neutrally. The Cabinet Division’s Division. Additionally, sections 2 and 5 of Bangladesh’s Vision Coordination and Reform Unit issued a revised version of the 2021 emphasize effective systems to curb corruption and 2015 guidelines on the government’s grievance redress system promote good governance. Grievance Redress System CONTEXT HOW DOES IT WORK? Brief description Uptake channels In 2007, the government of Bangladesh established a framework The GRS has online and off-line uptake channels. To use the for a grievance redress system to address complaints and online option, complainants must register on the GRS web improve public service delivery in all line ministries. In 2014, page, after which they can submit their feedback and receive the Cabinet Division launched the Grievance Redress System email and SMS-based notifications acknowledging receipt. The (GRS), an online centralized system that includes line ministries, GRS web page includes an option for submitting anonymous government departments, and subordinate departments/ complaints but such cases do not receive email notifications, agencies. The GRS is intended to address: (1) public grievances and their status cannot be tracked. For off-line submission of about service provision under the purview of the government, complaints, members of the public can download and print a semigovernment organizations, or autonomous organizations; grievance form from the GRS web page or use citizen service and (2) staff complaints that can be submitted by government, booths located at the gates of the Cabinet Secretariat Complex semigovernment, or autonomous organization officials regarding in Dhaka, which are staffed by authorized personnel with their access to services or rights as employees. Citizens can also administrative access to the GRS software. They are tasked with use the GRS to make suggestions regarding the simplification recording the particulars of the complaint in the GRS software, of services, laws, regulations, or other ideas. However, generating acceptance slips for the users, and forwarding complaints related to religious matters, the right to information, letters to the grievance redress officer (GRO) of the concerned departmental cases against government officials or employees, ministry. A complainant can use the information printed on the and issues pending in any court are beyond the scope of the acceptance slip to track the complaint on the GRS website. For GRS. departments/agencies outside Dhaka, a complainant can submit a written grievance in a complaint box at the respective Number of agencies and ministries institution’s premises or send it by regular mail. Some ministries The GRS includes all government ministries and departments/ have deployed additional uptake channels as well, including the agencies under them, as well as union parishads—the lowest Ministry of Land’s internal hotline (16122), the Ministry of Power, tier of local government in Bangladesh and the most recent Energy and Mineral Resources’ e-form and online feedback page, addition. and the Road Transport and Highways Division‘s complaints and feedback page. 38 PART 2. CASE STUDIES Processing system: Follow-up responsibilities an issue to the complainant’s satisfaction, the complainant The GRS has a three-tier redress mechanism. Upon receipt, can submit their case to the Cabinet Division’s Grievance a complaint is classified as severe, medium, or low based Management Cell, which is then expected to address the appeal on its sensitivity. It is then forwarded to the GRO31 of the within three months.35 respective ministry, division, or agency. If a complaint is forwarded successfully, a receipt specifying the case tracking Monitoring and analysis number and information about the GRO is emailed to the Every government entity is expected to generate and publish self-identified complainant. The GRO addresses and responds monthly reports on the total number of complaints received to the complaint. If there is no resolution, the Cabinet Division and addressed and to share that information with the Cabinet forwards the grievance to one or more relevant ministries that Division by letter. The Cabinet Division (with the support of will endeavor to address the issue in cooperation with the GROs) monitors the overall progress of the GRS and convenes GRO. If a third-party decision is required as a last resort, the monthly coordination meetings that include a discussion on complaint is forwarded to an authority superior to the GRO. A the GRS. self-identified complainant can track the status of the complaint and is notified via SMS and email when it has been resolved. SOCIAL INCLUSION Procedures for grievance redress are outlined in Complainants can submit public grievances anonymously detail here. through the GRS. The online complaint form on the GRS web page provides complainants with the option of identifying as Timeframes and service standards male, female, or other, and to provide multiple data points about GROs are expected to address complaints within 40 working themselves, including occupation status (e.g., unemployed, days of receipt and to resolve cases for which an investigation retired, housewife, student, or self-employed), education level, has been initiated in no more than an additional 20 working and nationality. Moreover, public grievances can be submitted days. 32 by people living in other countries and by petitioners of Bangladeshi or other nationalities. Appeal officers have the right Modalities for resolution and citizen satisfaction to blacklist subsequent petitions submitted by people who have Potential outcomes of the grievance redress process may lodged earlier complaints that proved to be untrue or motivated include an apology, an explanation, compensation, or actions to by nefarious purposes. right the situation in question.33 Once a complaint or appeal has been resolved, the complainant can provide feedback through OUTCOMES the GRS web page. 34 Several ministries publish monthly, quarterly, or annual reports on the total number of complaints received and addressed, such Appeals as the Ministry of Finance, the Bangladesh Water Development An appeals officer is responsible for redressing grievance-related Board, the Road Transport and Highways Division, and the appeals in all government departments within 30 days from Ministry of Agriculture. the date of receipt. If the appeals officer is unable to resolve 31. GROs: (1) ensure all staff members and the general public are aware of the current grievance redress procedures; (2) make sure that all grievances are addressed and resolved fairly, impartially, and transparently; (3) guarantee that all grievances are dealt with by the appropriate authority levels; (4) review the available measures and make appropriate recommendations in relation to mediation and conciliation to ensure early resolution of grievances; (5) depending on the seriousness of the complaint, keep the complainant informed of the process; and (6) keep all records of complaints and settlements. 32. See “Frequently Asked Questions” at http://grs.gov.bd/. 33. See “Enhancing Social Protection Governance through Grievance Redress System (GRS)—A Pilot Initiative” at https://socialprotection.gov.bd/wp-content/uploads/2020/03/ Enhancing-Social-Protection-Governance-through-Grievance-Redress-System.pdf. 34. See the user manual at http://grs.gov.bd/assets/grs_user_manual.pdf. 35. See http://grs.gov.bd/groInformation.do. 39 PART 2. CASE STUDIES OUTREACH AND PROMOTIONAL MATERIALS forms for GRS users to file complaints and appeals. The Cabinet The GRS portal provides access to citizen charters for the Division’s website provides information on GRS guidelines and various ministries and divisions, a user manual, a process map activities, GROs appointed to ministries and divisions, and for grievance redress, a list of frequently asked questions, and instructions on the GRS for ministries and divisions. Subnational Grievance Mechanisms In addition to the GRS, citizens can use other uptake channels Feni district and Cox’s Bazar district; regular mail, email, and at the district or upazila (subdistrict) level to submit their telephone numbers for the various district offices; and complaint complaints or feedback, including public hearings convened by boxes and in-person petitions at district offices. Upon receipt, the deputy commissioner’s offices, such as those for Chattogram the feedback is sent in writing to the concerned officials so they district and Chandpur district; web portals, such as those for can take necessary action. Themes VIOLENCE AGAINST WOMEN AND CHILDREN LABOR ISSUES The National Helpline Centre for Violence against Women The Ministry of Labour and Employment’s Department of and Children was launched to help victims of physical and Inspection for Factories and Establishments (DIFE) has a sexual violence and harassment, trafficking, early marriage, grievance mechanism to address worker complaints, such as and kidnapping, and other concerns. Assistance and referral abuse, child and adolescent workers, employment conditions, services provided by helpline center staff include rescue, legal, maternity benefits, occupational health and safety, accidents and research assistance; medical support; and psychosocial and compensation, social security and welfare, working hours counseling. Victims, as well as their families and associates, 36 and holidays, workplace disputes, and wrongful termination. can contact the helpline center via email or by mobile phone Workers can submit their complaints at no cost through an or landline to a toll-free hotline that operates 24/7. Moreover, e-form on the DIFE web page, a mobile application, regular the “Joy” (victory in Bangla) mobile application enables mail, or the 24/7 complaint helpline. To ensure privacy, the victims to record images and send the files with their GPS helpline only collects the personal information necessary coordinates to specify their location to the helpline center for providing workers with the information or services they and other designated contacts. The center is staffed with need (name, address, factory number, and phone number) and qualified personnel who can set into motion a variety of referral submits the information to the DIFE for further action. If a pathways, depending on the nature of the case. Each case 37 complainant requests that personal details not be revealed, the is recorded in a digital database that upholds confidentiality helpline submits the complaint to the DIFE without them. Most standards. Moreover, protocols have been outlined to record complaints submitted to the DIFE pertain to legal benefits, due and follow up on the details of each type of case (UNDP 2016). wages, or dismissal from work. A complainant can track the Statistics regarding the nature of feedback submitted to the status of a case and provide feedback online after receiving a center attest that most of them are queries or related to “other” response. The Complaint Resolving Efficiency Report on DIFE’s issues, followed by requests for police or legal assistance. web page allows public users to generate aggregate statistics 36. See http://nhc.gov.bd/images/stories/English%20Helpline%20Liflet(1).pdf. 37. See http://nhc.gov.bd/index.php?option=com_content&view=article&id=9. 40 PART 2. CASE STUDIES on complaints received and resolved during a specified time protective equipment, maternity leave, excessive working hours, period, as well as the average number of days taken to address forced overtime, sexual harassment, and workplace violence. specific types of complaints. DIFE’s General Section department Other issues include payments related to occupational safety addresses gender-related complaints, and its five-member or health, such as sick pay, maternity pay, and payments of any Complaint Committee addresses complaints related to sexual nature that may have been impacted as a result of reprisals harassment (DIFE 2020). against a person who has pursued such a claim. The accord also accepts complaints related to reprisals against workers The Bangladesh Accord on Fire and Building Safety38 is a who have raised safety concerns. Workers can file a complaint legally binding agreement between workers, factory managers, anonymously or choose to identify themselves by calling the and apparel companies that requires brands and retailers to safety complaints’ phone number, via email, or in person at the open their supplier factories to fully independent inspections accord’s Dhaka office. Upon receipt of a grievance, a complaints by qualified experts and engineers. The agreement also states handler conducts an initial assessment to verify the alleged that the results of these inspections are to be reported publicly issue at the accord-covered factory. Once verified, the accord in a searchable database and that the brands and retailers must sends an engineer to the factory to investigate allegations help pay for essential safety renovations and must cease doing related to fire, structural, or electrical safety, or a case handler business with any factories that fail to make needed safety to carry out an onsite visit for other types of complaints. repairs. Subsequently, if the violation is confirmed, a report is prepared that includes time-bound steps to remediate the problem. If a Additionally, the Accord has a Safety and Health Complaints follow-up visit confirms that the issue has been remediated, the Mechanism that receives and processes complaints from case is closed. If not, then the apparel company signatories are workers and their representatives on the occupational safety informed, and the brands issue a notice and warning that leads and health issues in factories that are covered by the accord. to the termination of the business relationship between all In addition to building safety, these issues include personal accord signatory brands and the factory (ILRF 2019). 38. See https://www.workersrights.org/our-work/bangladesh-accord/. 41 5. Cambodia Enabling Environment The Cambodian constitution provides a framework for legal management. Provisions for receiving complaints are often, with protection against administrative measures and outlines a few exceptions, through the legal system and therefore often system that protects the public rights of individuals. Article 39 have associated costs and take additional time to address. For clearly states that a citizen can complain about any type of example, the 1994 Law on Investment and subsequent decrees administrative measure. Consequently, most administrative laws include a general provision for “amicable settlement through provide complaint mechanisms against administrative decisions. consultation between parties in dispute” without mentioning Many pieces of national and sector-specific legislation require public disclosure and grievance redress explicitly. The information to be disseminated to the public and confirm the implementation of grievance mechanisms in investment projects right to file complaints. Recent national strategies and plans appears to be mixed. While many government stakeholders view have further highlighted the importance of engaging with local participation, grievance redress, and information sharing stakeholders at all levels. as important and useful, others do not and have neglected to fully operationalize them. This is substantiated below with Desk-based research suggests that more can be done on additional examples from select laws39 and entities at different public disclosure prior to investment project decision making levels. and to create entry points that allow for better grievance National level Electricity (1) Filing of complaint and notice to defendant. Upon receipt, The Law on Electricity stipulates that administrative complaints the EAC registers and allocates a number to a complaint. The related to electricity service provision should be submitted to EAC chair then conducts a preliminary examination and decides electricity service providers. If the complainant does not agree if the complaint is eligible for consideration. Acknowledgments with the decision of the service provider, the complaint can be informing complainants if their complaints have been accepted filed with the Electricity Authority of Cambodia (EAC) within or rejected are sent within 15 days of receipt. If accepted for 30 days of receiving the decision. Categories of complaints consideration, the EAC also sends the copy of the complaint to against electricity service provision include issues related the defendant for their input. to voltage, interruption/failure of supply, meters and meter reading, nonreceipt of an energy bill or receipt of an incorrect (2) Reconciliation, if decided. In cases where there is no violation bill, disconnection or reconnection, and delay in providing a new of laws, rules, or regulations, the EAC first tries to resolve connection. Complaints must be submitted in written form with the complaint through a reconciliation process, initiated by a relevant attachments. They should contain information about reconciliation officer who invites the complainant and defendant the complainant, details of the complaint, specific references to attend a reconciliation session. If a complainant fails to to relevant laws and regulations, relevant attachments, and the attend the session and/or fails to apply for an alternative complainant’s signature. EAC’s complaint handling comprises a date for it, the complainant is assumed to have dropped the five-step process: matter, and the case is cleared from the complaint register. If a 39. This is not an exhaustive stock-take of all the laws that include GMs or entities operating GMs in each country. It focuses on a few key laws encompassing entity-wide GMs. 42 PART 2. CASE STUDIES defendant fails to attend a reconciliation session and/or fails of a commune; it does not have decision-making authority. to apply for an alternative date; the EAC will determine that the Administrative commissions, which have been established in party is unwilling to reconcile and that the reconciliation has all areas undergoing systematic land registration, represent failed. In cases where both parties agree to the terms of the the first step in resolving cases that arise during the land reconciliation session, the EAC issues a decision based on the registration process. They seem to lack the power to issue terms agreed by the parties. If the reconciliation fails, the case decisions but rather seek to assist conflicting parties resolve is investigated. disputes. If an administrative commission is unable to resolve a dispute, the issue is forwarded to the Cadastral Commission. (3) Investigation. The investigation process involves the The Cadastral Commission is responsible for resolving disputes collection of additional information or records from the over unregistered lands occurring outside the areas under complainant and defendant, the collection of statements adjudication for systematic land registration, as well as from witnesses, and field visits. The investigating officer then disputes emerging during adjudication that cannot be resolved compiles a complete report and submits it to the EAC chair by the administrative commission. The Cadastral Commission for approval. If the report is complete and approved by the comprises the National Cadastral Commission (NCC); the capital chairman, the case is taken up at an EAC hearing. and provincial cadastral commissions (CPCCs) in all 24 provinces; and the municipal, district, and khan cadastral commissions in (4) EAC hearing and judgment. Hearing notices are sent to the 194 districts and khans—whose investigations take no longer complainant and defendant at least 15 days prior. A complainant than six months. Cases where no agreement is reached are or defendant who is unable to attend must inform the EAC referred to the CPCC. If parties do not agree on the CPCC’s in writing at least three days before the hearing and seek an decision, they can appeal to the NCC within 30 working days. The alternative date. NCC makes decisions regarding all cases that cannot be resolved at lower levels and has full jurisdiction to decide on the lawful (5) Appeals. EAC judgments can be appealed in the courts of possessor/owner of unregistered land. The Cadastral Commission Cambodia within three months of the judgment date. Although has no jurisdiction over land disputes over registered land or there is a clear rule that all documents related to complaint contractual and inheritance disputes over registered land. handling, including relevant statistics, should be made publicly available, the information is not accessible on the EAC website. The National Authority on Land Dispute Resolution (NALDR) However, EAC’s hearings are public; copies of its judgments is mandated to hear cases beyond the competence of the are provided to interested parties free of charge (Haustein and National Cadastral Commission. Led by a deputy prime minister Menzel 2014); and records of all proceedings, orders and, findings and comprising members from 26 ministries and authorities, (except those determined to be confidential by the EAC) are made it accepts land-related complaints and forwards them to the public and open to public examination at EAC offices. relevant offices and ministries. Complainants must lodge written documents in person with the NALDR at its only office Land in Phnom Penh. The complaint does not have to be in any Administrative land dispute resolution mechanisms in Cambodia particular format but supporting documents, such as copies include commune councils, administrative commissions, of identification cards and family records, must be attached. A the Cadastral Commission, and the National Authority for collective complaint must also include a document showing that Land Conflict Resolution (NALDR). A commune council can the families have transferred their rights to a representative only help to reconcile differences of opinion among citizens (Menzies and Ketya 2008). The role of NALDR is to coordinate 43 PART 2. CASE STUDIES all land disputes; the NALDR’s general secretary can conduct … the complaint shall be filed in a written form with the GRC investigations and inspections based on complaints and can as stipulated in Article 14 of this law within 30 working days halt work on land where conflict has occurred. In 2019, NALDR 40 following the receipt of the declaration of the expropriation received 1,896 cases and solved 1,766 of them (Koemsoeun project. The main contents of the complaint shall include: 2019). The Ministry of Land Management, Urban Planning, and the name of the owner of and/or holder of real right to the Construction also has the mandate to address complaints. immovable property, address and telephone number; reason During 2019, it received 817 land dispute complaints. Eighty-one for the complaint; description of the legalities regarding the cases were solved and 24 were referred to relevant authorities land; and interests of the owner of and/or holder of real right (Koemsoeun 2019). There are no costs involved in lodging a to the expropriated land. complaint through these dispute resolution institutions. Furthermore, the 2018 Standard Operating Procedures (SOP) for The 2010 Law on Expropriation, establishes the mandate of Externally Financed Projects in Cambodia on Land Acquisition the Grievance Redress Committee (GRC) to resolve complaints, and Involuntary Resettlement provide even more details on establishes the criteria, describes the process for submitting a the establishment of the grievance redress mechanism. They grievance, and stipulates timeframes for the GRC to submit its discuss the constitution and role of the GRC, the structure and report on the grievance. The law states that: steps involved in grievance handling, the process for handling group complaints, and suggestions for grievance indicators and formats related to grievance collection and reporting. Subnational level At the subnational level, the recently approved National negotiating between parties to solve complaints. DOs have Program on Sub-National Democratic Development, the power to seek all relevant documents to solve a complaint, Phase 2 continues to prioritize activities for enhancing the to serve as mediator between citizens and authorities, and accountability of subnational administrations to citizens, to send recommendations to the district governor (or to the strengthening mechanisms for resolving citizen complaints, provincial governor if the complaint relates to the district and providing information to citizens, including through the use governor’s position). Nominations for the DO position are based of information technology. Additionally, the Strategic Plan on on good moral behavior within the community. Candidates Social Accountability for Subnational Democratic Development for the DO position must be independent; they must not be provides a road map for government and other stakeholders employed by the government and must not be a civil servant, implementing social accountability under the national program. member of the national police, military, or any political party. The grievance management roles of the key subnational level Citizens can submit their complaints verbally, by post, or by entities are discussed below. completing and submitting a complaint form. This complaint form can be obtained at the DO’s office and can then be dropped District ombudsmen (DOs) are neutral citizen representatives into a DO complaint box or handed directly to the DO. Upon whose mandate includes monitoring and addressing complaints receipt of the complaint, the DO or his/her secretary assesses regarding the services of One Window Service Offices (OWSO), the complaint’s content. The investigation process involves addressing complaints about the district administration, and interviewing complainants and any witnesses and may include 40. KHAM Vanda and SOU Sorphea. July 2015. “Land Dispute Resolution outside Judicial System in Cambodia and the Philippines.” Parliamentary Institute of Cambodia. https://tile.loc.gov/storage-services/service/gdc/gdcovop/2018333257/2018333257.pdf. 44 PART 2. CASE STUDIES consulting with specialists from government institutions or 3 Receive and address complaints on issues related to the the private sector. In all situations where the DO investigates a misuse of the subnational budget (commune/sangkat41 complaint, persons who are subject to the complaint must be funds), abuse of power, or local governance; notified of both the complaint and the outcome of the solution. 3 Propose sanctions; In addition, strict confidentiality is required for all documents and information obtained during an investigation, such as 3 Monitor, evaluate, and publicize solutions for different cases; the complainant’s identity, witnesses, and the person subject and to the complaint. The DO must also obtain consent from all 3 Publicize their roles, obligations, and procedures. citizens, merchants, businesspersons, companies, or firms that are involved with a particular investigation before any material Provincial-level groups are supported by national-level surrounding the investigation is made publicly available. accountability working groups mandated to provide advice and training and to oversee and monitor provincial-level complaint The DO then writes a report on the investigation, including handling—but not to resolve complaints. a recommendation based on the evidence presented and compiled. If the investigation’s findings recommend the A citizen can submit a complaint to a provincial-level sanctioning of poorly performing OWSO staff, for example, the accountability working group in person or in writing via the relevant line ministry decides on the course of action. The DO 2,545 accountability boxes installed at all provincial, district, and is required to produce monthly and quarterly reports that are commune offices, as well as at the offices of some community- integrated into overall OWSO/DO reports. However, there are based organizations. The boxes are opened every month, and no provisions to ensure that these reports are made publicly the citizens’ petitions are relayed to the working group and available. The National Committee for Sub-National Democratic read aloud at monthly meetings. Based on the outcome of Development has increased public awareness of the OWSO/ investigations, the working group recommends actions to be DO initiative by facilitating presentations at public meetings, taken or refers cases to the appropriate entities or institutions such as citizen forums, biannual business forums, and monthly that can take punitive measures or resolve issues based on citizen hours, in all districts and municipalities. Each district relevant legislation. The relevant body has 15 days to decide administration has its own separate budget and is responsible whether or not to authorize disciplinary action and to report for ensuring that the OWSO/DO receives financial support back to the working group regarding its decision. After sanctions (Transparency International Cambodia 2014; Read and Chea n.d.). are authorized, they are communicated to complainants. The working group is expected to uphold the confidentiality Provincial-level accountability working groups of reports and complaints from citizens. All provincial-level Established by the National Committee for Sub-National accountability working groups are required to provide monthly Democratic Development, the purpose of provincial-level and annual reports to the national-level accountability accountability working groups is to support administrative working groups, summarizing the work completed, complaints reform at the subnational level by ensuring accountability with investigated, and results of their investigations—although regard to public investments. Each working group is chaired by a limited information is available on the National Committee provincial governor and comprises provincial-level officials and for Sub-National Democratic Development’s web page. Contact private sector and civil society representatives. The mandate of information for the provincial working group members is the working groups is to: available on leaflets at all accountability box sites, and citizens 41. The communes of Cambodia are the third-level administrative divisions in Cambodia. They are the subdivisions of the districts and municipalities of Cambodia. Communes can consist of as few as 3 or as many as 30 villages (phum), depending on the population. 45 PART 2. CASE STUDIES can receive information about the groups from posters and have the power to monitor and intervene with officials at the the media. provincial, municipal, district, or khan level. They can investigate complaints and their resolution through the issuance of Commune councils written instructions to the commune/sangkat council. If the At the local level, citizens permanently residing in the commune/sangkat council cannot solve the problem, the case is jurisdiction of their commune councils can submit complaints transferred to the district level or to the courts (Dara 2014). to the council on a wide range of issues. Commune councils 46 6. Colombia Peticiones, Quejas, Reclamos, Sugerencias y Denuncias (PQRSD)— Petitions, complaints, claims, suggestions and allegations of misconduct CONTEXT Health, Ministry of Housing, Ministry of Information Technology Brief description and Communication, Ministry of Interior, Ministry of Justice, In Colombia, a citizen’s right to address the public Ministry of Labor, Ministry of Mining and Energy, and Ministry administration with petitions, complaints, claims, suggestions, of Transport all provide subsections on their websites called and allegations of misconduct is guaranteed by the country’s “Attention to the Citizen” or “Services to Citizens,” which present legal framework. Law 1755 of 2015 constitutes the cornerstone of comprehensive information and options for citizens to submit a citizen’s right of petition because it establishes the manner by petitions, complaints, claims, suggestions, and allegations of which public entities are obligated to respond to citizens. misconduct. The same applies for cities, whether small or major, such as Bogota, Medellin, and Cali. Enabling Environment The right of petition is enshrined in article 23 of Colombia’s HOW DOES IT WORK? constitution: “Every individual has the right to present respectful Uptake channels petitions to the authorities on account of general or private According to article 15 of Law 1755, submissions “may be interest and to secure their prompt resolution.” The right to submitted verbally or in writing, and through any suitable information is enshrined in article 74: “Every person has the means for communication or data transfer.” Decree 1166 right of access to public documents except in cases established highlights that all authorities must centralize the reception by law.” Law 1712 of 2014 further establishes the Right of Access of citizens’ verbal and written submissions in a single office to Information. or department and that these need to be staffed with a sufficient number of officials knowledgeable about the entity’s Law 1755 of 2015 outlines a citizen’s fundamental right to competencies. In other words, public authorities must provide a petition public authorities for reasons of general or particular centralized access channel (typically a hotline) for the reception interest and the right to obtain prompt, complete, and and filing of citizens’ requests, and must make available substantive resolution. It provides general and specific rules additional options (e.g., electronic or in-person channels) to regarding the right of petition, thereby updating articles 13–33 further allow for the receipt of submissions. of Law 1437 of 2011 on the Code of Administrative Procedure and Litigation. To illustrate, the Ministry of Health provides a comprehensive overview of its access channels on its website, including brick- Decree 1166 of 2016 establishes rules of procedure regarding the and-mortar facilities, a general hotline, dedicated phone lines uptake of verbal petitions, complaints, claims, suggestions, and (e.g., for disasters or COVID-19), fax, chat functions, social media allegations of misconduct. (Facebook, Twitter, Instagram, YouTube, LinkedIn), and online submission forms for petitions, complaints, claims, suggestions, Number of agencies and ministries and allegations of misconduct. Law 1755 applies to all public authorities, including national- level ministries, districts, and municipalities. For example, as of Processing system: Follow-up responsibilities April 2021, the Presidency of the Republic, as well as Colombia’s Submissions are categorized according to different categories: 15 ministries—the Ministry of Agriculture, Ministry of Commerce, peticiones (petitions), which are requests for information and/or Ministry of Culture, Ministry of Defense, Ministry of Education, consultation on a matter of personal or general interest; quejas Ministry of the Environment, Ministry of Finance, Ministry of (complaints), which are expressions of dissatisfaction in relation 47 PART 2. CASE STUDIES to irregular conduct by one or more public servants in the receipt. If the petitioner has not received an answer within that performance of their duties; reclamos (claims), which are linked period, the request will be considered legally accepted and the to the improper provision of a service or the lack of attention to administration cannot consequently deny the delivery of the a request; sugerencias (suggestions), which are written or verbal documents to the petitioner within three days. proposals to improve the service or management of an entity; and denuncias (allegations of misconduct). When it is not possible to resolve a request within the imparted time period, the authority must inform the interested party of According to Law 1755, public authorities are responsible for this circumstance before the expiration of the term indicated setting up adequate internal procedures to handle and make in the law, stating the reasons for the delay and offering a decisions related to citizens’ submissions. Article 22 reads: reasonable period for resolution or response, which may not exceed twice the amount of the originally allotted time. The authorities shall regulate the internal processing of the petitions they are responsible for resolving, and the manner Modalities for resolution and citizen satisfaction of dealing with complaints to ensure the proper functioning of There are no centralized guidelines regarding how to evaluate the services in their charge. citizen satisfaction with proposed resolutions; approaches therefore vary from one public authority to another. For example, Decree 1166 and Article 16 of Law 1755 outline the manner the Ministry of Information Technology and Communication in which verbal and written requests must be filed and the offers citizens the option of rating their satisfaction about information that must be provided by citizens or captured by timeliness, clarity, and relevance of the provided response on a the public authorities (e.g., date and time received, object of scale of one (excellent) to five (appalling) via an online survey the petition, and correspondence address). Whether presenting available on the ministry’s website. verbal or written requests, citizens are entitled to receive proof of receipt. Monitoring and analysis Article 22 of Law 1755 suggests that public authorities should Law 1755’s article 21 specifies that consider and react accordingly to multiple citizen submissions on a single topic: if the authority to whom the request is directed is not the competent one, the interested party will be informed When more than ten people make similar requests for immediately if he acts verbally, or within five (5) days information, of general interest or for consultation, the following receipt, if he acted in writing. Administration may give a single response that will be published in a newspaper with wide circulation, will put it on its website and will deliver copies of it to those who request The petition is then forwarded to the competent person and a them, without prejudice to the fact that a response must be copy of the official letter sent to the petitioner. The timeline for sent to all those who have made the request. deciding or responding will be counted beginning the day after the competent authority receives the petition. The degree to which public authorities publish data that reflects their monitoring and evaluation of citizens’ submissions varies. Timeframes and service standards The Ministry of Information Technology and Communication, According to article 14 of Law 1755, every submission must be for example, publishes trimester reports that highlight the resolved within 15 days following its receipt.42 Requests for type of feedback obtained. In 2020, the ministry received documents and information must be resolved within 10 days of 42. Article 5 of Legislative Decree 491 of 2020 expands the timeframe for resolving requests during the health emergency caused by the COVID-19 pandemic to 30 days after receipt. 48 PART 2. CASE STUDIES 26,029 submissions from citizens: 97.39 percent petitions, CITIZEN SUBMISSION PORTAL ON THE MINISTRY OF 2 percent allegations of misconduct, 0.56 percent claims, INTERIOR WEBSITE: HTTPS://PQRSD.MININTERIOR. 0.01 percent complaints, and 0.04 percent suggestions. The GOV.CO/ ministry also reports on the number of submissions that were attended to within the imparted timeframes, which uptake channels were used, what the average resolution time was, in-person waiting times, and other information. SOCIAL INCLUSION Law 1755 specifies that anonymous petitions must be admitted for processing and substantive resolution, when there is a serious and credible justification for the petitioner to keep his or her identity hidden. Article 20 of Law 1755 on Priority Attention to Petitions specifies that their language or dialect [and that] the authorities will enable the respective mechanisms that guarantee the presentation, the authorities will give priority attention to requests for record and filing of said petitions. When the entities do recognition of a fundamental right when they must be not have interpreters on their staff to directly translate the resolved to avoid irreparable harm to the petitioner, who must request, they will record this fact and record the right to summarily prove the ownership of the right and the risk of request in any technological or electronic means, in order to harm invoked. proceed with its subsequent translation and response. Article 2.2.3.12.8 of Decree 1166 on Social Inclusion specifies that Article 2.2.3.12.12 of Decree 1166 on Accessibility prescribes that for the reception and filing of verbally submitted the authorities will disclose in a visible place of access to the petitions, each authority must, directly or through suitable public, as well as in their institutional electronic headquarters, mechanisms, adopt measures that promote the social official billboards or others, the procedure and suitable inclusion of people in situations of vulnerability on the basis channels of reception, filing and processing of verbal petitions. of disability, special protection needs, gender and/or age. In this sense, the authorities may adopt measures such as PROMOTIONAL MATERIALS granting priority and differential attention to these groups, As previously noted, all involved public institutions must having specialized personnel to receive requests or provide advertise the various uptake channels for citizen submissions in their development etc. on their websites. Some authorities, such as the Ministry of Transport and the National Firefighter Department (under the Article 2.2.3.12.9 of Decree 1166 specifies that Ministry of Interior), as well as the City of Medellin, have created YouTube videos to explain the differences between petitions, people who speak a native language or an official dialect complaints, claims, suggestions, and allegations of misconduct, of Colombia may submit verbal requests to any authority in and how to file them. 49 7. Dominican Republic 311 Public Assistance System CONTEXT HOW DOES IT WORK? Brief description Uptake channels The Dominican Republic’s 311 Public Assistance System allows Uptake channels include a 311 toll-free telephone line citizens to lodge complaints, claims, and suggestions with (available Monday–Friday, 8:00 a.m. to 5:00 p.m.), the website any public service provider at the national level or to their www.311.gob.do, and an app (available free of charge through subdivisions at the subnational level. 43 the Google Play store). Enabling environment Processing system: Follow-up responsibilities Established by Presidential Decree 694–09 (2009), the 311 Public The GRM system includes four categories for filing and Assistance System is the main grievance redress mechanisms for processing complaints: the public administration (article 1). Its operation is supervised by the Ministry of the Presidency. 3 Denuncia (denunciation/allegation of misconduct): A formal complaint concerning a public official who is The Dominican Republic’s constitution (2010) specifies in violating the law; article 22 (paragraphs 4 and 5) that it is a citizen’s right 3 Queja (complaint): a complaint about undesirable conduct by public service providers, contracting companies, or private to formulate petitions to the public powers to request entities that provide public services; measures of public interest and obtain a response from the authorities in the time established by the laws dictated in this 3 Reclamacion (claim): A complaint about a public entity that regard … [and] to denounce the faults committed by public has failed to comply with a contract or other legal document; functionaries in the performance of their office. and 3 Sugerencias (suggestions): Written or verbal proposals to Article 49 (paragraph 1) sets out the right to seek, receive, improve the service or management of an entity. and investigate public information; and article 138 quotes transparency as one of the principles of public administration. An identification or passport number is required to file a complaint.44 According to the operational guidelines, 311 Number of agencies and ministries submissions are registered and then directly channeled to All ministries and government entities and their subdivisions at the corresponding government entity for resolution. Once the the subnational level are involved in the system. They advertise government entity has completed its investigation, it documents System 311 on their respective websites and have links that the resolution of the case in the system. Complainants are directly lead to the 311 web portal. notified of the results. Upon resolution, the status of the case is changed to closed or declined. 43. While the categories of complainants in the online form and the official statistics seem to be restricted to public service providers and their subdivisions at the subnational level, the link to system 311 also appears on the websites of municipalities such as Ayuntamiento Santo Domingo Este. República Dominicana, “Ayuntamiento Santo Domingo Este,” n.d., http://asde.gob.do/#. 44. See http://311.gob.do/documentos/marco-legal/. 50 PART 2. CASE STUDIES Institutions responsible for the operation of the 311 system are: days if warranted. The Ministry of the Presidency’s regulations stipulate cases should be resolved in no more than 45 calendar 3 The Ministry of the Presidency, which has the authority to days. If the case remains open for over 30 days (or 45 days if view all cases registered in the system regardless of type the extension is registered in the system prior to the 30-day or institution or official involved; and which is in charge of expiration, the Ministry of the Presidency will communicate with guaranteeing the compliance of public agencies and entities the person in charge of the institution to determine a response. in the system; Appeals 3 The Presidential Office of Information and Communication If a citizen does not agree with all or part of the institution’s Technologies, which is responsible for developing and proposed resolution to their complaint or claim, the decision can maintaining the technological platform that supports the be appealed to the Ministry of the Presidency through the 311 311 System; System. 3 The General Directorate of Government Ethics and Integrity, which is responsible for receiving and advising Monitoring and analysis entities after receiving complaints regarding administrative In 2019, over 300 public institutions received citizen inputs via corruption; the 311 system. The platform reports a citizen satisfaction rate of 98.7 percent. The 311 system also collects statistical data 3 The Ministry of Public Administration, which is the that the government and its institutions can use to improve coordinating entity for the resolution of complaints related their management and service delivery. This is mentioned in the to public services and public servants; and “About Us” section of the platform: “the Government will have at 3 The Office of the Attorney General of the Republic, which its disposal a series of statistical data that will serve as support is the institution responsible for exercising public criminal for decision making.” action for cases that warrant it. SOCIAL INCLUSION Finally, all state institutions involved in the 311 system are 311’s objective is to promote the creation of a culture of responsible for following up on, documenting, and resolving transparency, quality, and efficiency, both in the management complaints and claims submitted by citizens through the of institutions and in the performance of public servants.46 system.45 Additionally, Decree 486–12, article 6 (19), offers immunity and protection to witnesses and whistleblowers; and Law 200–04 Timeframes and service standards on Access to Information allows citizens public access to The operational guidelines state that, upon receipt, the status governmental information. of a case must be acknowledged and changed from open to in process within 48 hours. Some complaints, depending on OUTCOMES their nature, are resolved immediately. A complaint marked Statistics for an immediate solution is resolved within a maximum of The Dominican Republic’s main government online portal five calendar days, extendable for the same number of days if reports that by October 2017, the 311 hotline had answered needed. Complaints requiring investigations must be resolved over 3.8 million calls. 311 data, published quarterly, reveal within a maximum of 30 days, extendable for 15 additional that between April and June 2020, the system received 45. See http://311.gob.do/documentos/marco-legal/. 46. See http://311.gob.do/quienes-somos/. 51 PART 2. CASE STUDIES 295 complaints. Of these, the largest number were directed Corporation (4.41 percent), and the Ministry of Public Health and at the National System of Attention to Emergency and Social Assistance (4.07 percent). Security (12.88 percent), the social protection program Progresando con Solidaridad (9.83 percent), the Ministry of PROMOTIONAL MATERIALS Education (7.80 percent), the Institute for Telecommunications As of April 2020, 311’s latest Facebook post was dated 2016. (6.44 percent), Santo Domingo Aqueduct and Sewerage Other Mechanisms Dedicated hotlines for information provision and Energy the reporting of child abuse The General Electricity Law 125–01 created PROTECOM (the Office There is a dedicated 462 toll-free hotline to provide information of Electricity Protection of the Electricity Superintendence) in about the more than 1,300 services offered by more than 2001. Its main objective is to process and settle grievances that 70 public administration institutions; and a dedicated 700 service users lodge against electricity distribution companies. hotline exists to report child abuse. Both initiatives involve PROTECOM has a responsive web page design that is accessible the Presidential Office of Information and Communication to users with disabilities. It receives complaints through the Technologies, which also runs the 311 platform. 311 Public Assistance System portal. Customers can contact the office by email, phone, fax, or in person. PROTECOM also uses The Citizen Portal social media networks such as Facebook, Twitter, Instagram, and The Citizen Portal of the Government of the Dominican Republic YouTube to provide up-to-date information. is the national gateway and one-stop-shop for accessing all online services, information, transactions, and interactions Electricity users can file a complaint against an electricity with the Dominican state. Users can submit questions and distribution company as long as it has already been lodged suggestions by phone, fax, email, or in person, Monday through through the distributor’s own grievance redress mechanism Friday, 8:00 a.m.–5:00 p.m. The Citizen Portal does not accept and the complainant is either dissatisfied with or has not complaints, it directs users with complaints to the 311 Public received a response. Accordingly, a user can lodge a complaint Assistance System portal. with PROTECOM within 10 days of receiving an unsatisfactory response from the electricity distribution company. The regulatory agency makes resolutions reached through PROTECOM available on their website but does not provide aggregated statistics about the types of complaints received. 52 8. Ethiopia Enabling Environment The Ethiopian constitution establishes a broad framework for to the creation of GRMs in regional states47 and municipalities systematizing GRMs with an emphasis on respect for human (Randolph and Edjeta 2011: 14). Additionally, Ethiopia instituted rights and fundamental freedoms, especially the right of access several regulations to govern alternative dispute resolution to justice and the rule of law. The Grievance Handling Directive mechanisms, including the Ethiopian Civil Code, Labor (2002) lays out public sector regulations for GRMs in multiple Proclamation 377/2003, and the Institution of the Ombudsman jurisdictions, particularly in regional states. The 2004 Business Establishment Proclamation 211/2000. Process Reengineering initiative for public organizations led National-Level Grievance Mechanisms Administrative Tribunals 3 Hear and resolve complaints, claims, and appeals from Administrative tribunals were established to resolve kebele residents on the targeting process and other administrative disputes and review the internal decisions of implementation issues in a timely manner; authorities and agencies. Examples of these tribunals include 3 Submit a complete list of appealed cases by sex of appellant, the Social Security Appeal Tribunal, the Tax Appeal Commission, resolutions provided to appeals, and unresolved appeals on and the Federal Civil Servants Administrative Tribunal. a quarterly basis to the kebele council, which reviews and forwards it to the woreda (district) council and the Woreda Agriculture Office of Agriculture. The Productive Safety Net Program (PSNP), a safety net for food insecure rural households, created the Kebele Appeals 3 Convene within one month of the establishment of a new Committee (KAC), to hear grievances about its food security annual listing of clients to hear appeals submitted in their programs from people claiming that they had been unfairly jurisdiction and to resolve a minimum of 95 percent of these excluded from participation in one or more food security cases within a month. programs. 3 Provide the listing of the appeals and the associated resolutions to the kebele council no later than two months The KAC, which reports directly to locally elected councils, after the announcement of the listing of the clients. consists of the following members: an elected kebele (municipal) council member (not the chair); a development Energy agent (agricultural extension worker); one or two members of The Ethiopian Electricity Agency‘s GRM addresses complaints the community care coalition (if it exists in the kebele); a health concerning the provision of services since the failure of the extension worker or volunteer community health worker; a social utility’s formal complaint handling processes. The agency’s worker; and two elder representatives, including one woman. uptake channels include in person, letter, fax, email, and The role of the KAC is to: telephone. The agency addresses complaints in accordance with Proclamation 86 of 1997 and provides feedback to complainants within 11 working days. 47. Subnational GRMs are now operating in the following regions: Tigray, Southern Nations, Nationalities and Peoples’ Regional State, Benishangul Gumuz, Harar, Oromia, Somali Regional State, and Addis Ababa. 53 PART 2. CASE STUDIES Labor issues that are not clear on the written submissions of the The Labor Conciliation Office receives and addresses labor parties. disputes based on the voluntary submission of the parties to its mediation efforts. The Labor Conciliation Office follows the 5. The conciliator attempts to build consensus between the following procedures in the mediation process: parties, taking the following points into consideration: allowing the parties to propose solutions to their problems; 1. Upon receipt of the request to mediate a labor dispute, the tackling issues in the order of their importance; and Labor Conciliation Office sends a letter to the other party understanding the expectations of the parties out of the asking if it agrees to the mediation process. mediation process. The conciliator then helps the parties develop a framework of agreement on the amicable 2. If the parties agree to the mediation process, a conciliator settlement of the dispute and advises on the implementation assigned to the case by the ministry has a preliminary of the agreement. If no agreement or amicable settlement discussion with them. is reached, the conciliator writes and sends a report to all 3. The conciliator collects all information and evidence concerned parties containing the issues of the dispute, the connected to the case. demands of the parties, the efforts made by the conciliator to reach an amicable settlement; and the parties’ weak and 4. The conciliator examines the written applications and strong points in the mediation process.  responses of the parties and requires an oral explanation of Regional Public Grievance Hearing Offices Brief description Edjeta 2011). Amhara has a multilevel GRM. Complainants are Regional public grievance hearing offices are regional entities first required to launch their grievances at the kebele level. If accountable to their respective regional presidents who dissatisfied with that decision, complainants can appeal to the are responsible for receiving complaints related to public district-level preliminary grievance hearing body, then to the services and good governance, investigating, and providing public grievance hearing body, then to the chief administrator recommendations and making decisions to redress them. Most of the woreda, then to the zonal public grievance hearing body, regions have established regional public grievance hearing then to the zonal administrator, and then finally to the regional offices with branches at the zonal, woreda, and kebele levels, public grievance hearing body. which are accountable to their respective chief administrators. There are wide variations in the quality and availability of GRMs Addis Ababa in the regional states and independent cities of Ethiopia. The Addis Ababa’s GRM is based on the authority of the Business existing GRMs are located in multiple subnational government Process Reengineering Initiative. It is housed in the mayor’s departments and have legal bases that vary by regulation and office. The grievance office of first instance is located at the regional constitution. woreda level. Appeals can be made to the subcity, and a final appeal can be made to the mayor’s office. The majority of the EXAMPLES OF REGIONAL GRIEVANCE MECHANISMS cases involve land and land-lease issues. Amhara The Regional Grievance Office in Amhara addresses complaints regarding maladministration and service delivery (Randolph and 54 PART 2. CASE STUDIES Land not agree with the decision made by the High Court, it can be The Ethiopian constitution gives regional states jurisdiction over appealed to the Supreme Court, whose decision is final.50 dispute resolution regarding land and natural resources.48 Amhara Regional State. Rural land disputes arising between Oromia Regional State. Land disputes are first addressed by the landholders and users are addressed by the kebele land kebele within 15 days. If parties do not agree with the kebele’s administration. If the dispute is not resolved at this level, a decision, they can appeal to the Woreda Court, attaching the petition can be filed with the Woreda Court within 30 days of results of the arbitration within 30 days of the date registered the termination of the effort to resolve the concern.51 by the kebele. The right of further appeal to the High Court is reserved for parties dissatisfied by the decision of the Woreda Tigray Regional State. The kebele rural land administration Court. When the High Court reverses the decision rendered 49 committee has first-instance jurisdiction over rural land dispute by the Woreda Court, the dissatisfied party may appeal to settlements. If parties are not satisfied with the decision of the Supreme Court. The decision of the Supreme Court is final the kebele rural land adjudication committee, they can appeal (Wabelo 2020). to the Woreda court within 15 days. If the Woreda Court fully confirms the decision of the committee, then the decision is Southern Nations Nationalities and Peoples Region State. final. However, if the Woreda Court fully or partially reverses the Parties are expected to submit their dispute claims to the decision of the committee, then the aggrieved party can appeal kebele land administration. Appeals can be made to the woreda, to the zonal High Court within 15 days. The decision rendered by and anyone who does not agree a decision made by the Woreda the zonal High Court is final.52 Court can appeal the case to the High Court. If a party does Municipal Level EXAMPLES OF MUNICIPAL-LEVEL GRMS dissatisfaction with services (Regional and Local Development Water Sector: Addis Ababa Water and Sewerage Authority Studies 2013). The Mayor’s Office of Hawassa City sponsors (AAWSA) and Hawassa Water and Service Enterprise (HWSE) live FM radio programs where city residents can voice their The Addis Ababa Water and Sewerage Authority (AAWSA) and the concerns with service delivery. Other available channels include Hawassa City Water Service Enterprise (HWSE) have established the monthly newsletter (Hawassa Newsletter) and regional and complaint-handling units at their head offices and branch levels, national television services. Personal visits to head and branch where customers are encouraged to submit their concerns offices of the water supply agencies are the most common in writing or orally. Clients can also use other channels, such means for submitting water service delivery complaints.53 as newspapers, audio (radio), audio-visual media (television), Appeals can be made to the mayor’s office. In Addis Ababa, kebele-level public meetings, and direct meetings with officials. AAWSA is accountable to the cabinet, which is then accountable For example, AAWSA sponsors a 30-minute weekly radio to the Council of the City Government. program when customers can ask questions and express their 48. Article 52(2d) of FDRE Constitution, Proclamation 1/1995. 49. See Article 16(1) (a-j) of Oromia Rural Administration and Use Proclamation (130/2007). 50. See Article 12(1) of Southern Nations Nationalities and Peoples Region State Rural Land Administration and Use Proclamation (110/2007). 51. See preamble of the revised Amhara National Regional State Rural Land Administration and Use Determination Amendment Proclamation (148/2007). 52. Article 17(1), a Proclamation to Provide the Power and Duties of Kebele Rural Land of Tigray National Regional State (240/2014). 53. See http://www.ppa.gov.et/. 55 PART 2. CASE STUDIES Road Sector: Addis Ababa City Roads Authority (AACRA) and mechanisms. Suggestion boxes serve as an alternative for Hawassa City Municipality community members to forward their complaints. If complaints The two roads agencies—Addis Ababa City Roads Authority are not effectively and satisfactorily addressed by the roads (AACRA) and the Hawassa City Municipality—have established agencies, the public can take the issue to the mayor’s office, the multiple mechanisms through which clients can voice their city council, or the regional government. In addition, monthly complaints. Usually, a group of community members present public discussions are conducted in each kebele when residents their complaints directly to the respective agencies. Both can present their complaints. The results of such discussions agencies have implemented a system by which community are compiled and brought to the attention of the city council members can submit their complaints to the manager every (Regional and Local Development Studies. 2013: ii). Thursday. Radio, television, and newspapers are other voicing 56 9. Hong Kong, SAR China Enabling Environment The constitution of the People’s Republic of China (article 41) stipulates that the relevant state entity must ascertain the facts and the Basic Law of the Hong Kong Special Administrative concerning complaints, charges, or reports made by citizens Region of the People’s Republic of China (article 48) provide and take responsibility for their handling, and that no one shall citizens the right to criticize, make suggestions, and file suppress such complaints, charges, or reports, or engage in complaints against any state organ or state employee for retaliatory action. violations of the law or dereliction of duty. The Basic Law 1823 Service CONTEXT Processing Brief description The 1823 service has set up a dedicated complaint-handling Established in 2001, the 1823 service is managed by the team and developed a comprehensive network with bureaus Efficiency Office, which provides around-the-clock service and departments to strengthen communication and facilitate to respond to queries for 23 participating departments prompt responses to complaints and queries. 1823 agents and to receive complaints, suggestions, and compliments obtain case details, log them, and refer cases to responsible about all government services. The 1823 service does not departments for consideration and action. The 1823 team also have investigative functions and powers. It records details monitors the progress of complaints at four levels to ensure of complaints and unresolved queries; refers them to the that: (1) departments receive the 1823’s referral and provide appropriate bureau or department; monitors the progress of timely interim and final responses; (2) departmental supervisors their responses; and, if requested, conveys the responses to 1823 are aware of delays and reassignment of requests; (3) service users. For inquiries related to departments that do not complainants are informed when complaints are reassigned; and participate in the 1823 service, citizens are given the appropriate (4) complaints are escalated to departmental management.54 contact information to reach out directly. However interim and final responses are relayed either directly to the complainant or through the 1823 service, at the HOW DOES IT WORK? department’s discretion. Uptake channels Users can submit their queries, complaints, suggestions, and Timeframes and service standards compliments via e-form, email, SMS, phone/fax, regular mail, Complaints about 1823’s service are investigated, and an interim and the “Tell me@1823” mobile application for iOS and Android. reply is provided within 10 calendar days. If a substantive Attachments with a maximum size of 15 MB (e.g., photos) can be reply cannot be provided within 30 calendar days, the 1823 submitted via email, e-form, or mobile app. The Tell me@1823 service provides an update to the complainant within this app accepts up to 10 attachments per submission, which can be timeframe. Performance standards for the 1823 service include geotagged. If a message is too lengthy to type, users can record a call abandonment rate of less than 10 percent, a customer a voice message. In 2019, the 1823 website adopted a new design satisfaction rate of 4 out of 5 points, a first-time resolution rate to improve the experience of mobile device users. It is also of over 95 percent for queries, and the assignment of 70 percent piloting the use of Chatbot to respond to simple public inquiries. of complaints within three hours. 54. Beginning in 2006, 1823 has required each department to nominate a department coordinator and a complaint officer for liaison, monitoring, and escalation. 57 PART 2. CASE STUDIES Modalities for resolution and citizen satisfaction responsible for handling a case. It also offers service users The 1823 service has instituted an ongoing customer survey to the option of making special arrangements to handle monitor satisfaction with the services and staff, and it is using an their personal data, such as not disclosing this data to the interactive voice response system to interact with service users. concerned government departments or contractors. 3 The 1823 web page has a responsive web design that enables Appeals users to easily change the text size to fit their visual needs. A complainant who is dissatisfied with a resolution can use Its content is available in seven languages: Indonesian, Hindi, the appeals mechanism for the relevant government entity Nepali, Punjabi, Tagalog, Thai, and Urdu. This multilingual (e.g., the Hospital Authority’s Public Complaints Committee feature is designed to assist overseas workers, particularly or the Lump Sum Grant’s Independent Complaints Handling household workers, in accessing these services. Committee set up by the Social Welfare Department to address nongovernmental organization grant-related complaints). As OUTCOMES a final appeals mechanism, the ombudsman is mandated Statistics to investigate complaints regarding maladministration by Between January and September 2020, the 1823 service received government departments and public bodies. 1,345,297 queries; 353,727 complaints; and 86,022 cases of feedback, such as suggestions and compliments. During this Monitoring and analysis period, the call abandonment rate was 11 percent, the average 3 1823 monitors communications between citizens and customer satisfaction rate was 4.51 on a 5-point scale, the first- government departments and coordinates with relevant time resolution rate for queries was over 99 percent, and departments to provide a joint response in cases involving 97 percent of complaints were assigned within three hours. multiple departments. 3 The 1823 team compiles and publishes data on service Examples of impact requests and performance (e.g., first-time resolution of One of 1823’s customer service officers was awarded the inquiries and cases involving more than one department), Ombudsman’s 2019 Award for Officers of Public Organizations as well as data on customer satisfaction, which is analyzed for excellent performance in handling inquiries and complaints. to determine and publish progress on key performance Additionally, the customer satisfaction survey of 2020 affirmed standards. the overall satisfaction of citizens with the 1823 service, including specific aspects, such as waiting time, manner and Budget attitude, understanding of needs, and access to information that The 2020–21 budget provision for the Efficiency Office is is clear and adequate. US$27.1 million (9.4 percent) higher than the revised estimate for 2019–20. This is intended to cover expenses for all of the PROMOTIONAL MATERIALS Efficiency Office’s programs. The frequently-asked question (FAQ) section of the 1823 web page provides detailed information about service categories, SOCIAL INCLUSION participating departments, and top inquiries. The “About Us” 3 The 1823 service team and government departments are section presents information about the work of the 1823 service, expected to handle anonymous complaints in the same way including awards, service performance, and video testimonials as others. from the 1823 team. The Facebook page for the 1823 service presents news and updates, and the website of the Efficiency 3 The 1823 service clearly asserts its commitment that Office includes a feature story about the 1823 service. collected personal data may only be disclosed to government departments, related organizations, and contractors 58 PART 2. CASE STUDIES Other Departments Health Education Citizens can provide feedback to the Department of Health’s The Education Bureau launched a pilot on Revised School Client Relations Division through various uptake channels and Complaints Handling Arrangements in 2013 and established can rely on timeframes and service standards outlined on its the Committee on Enhancement of Complaint Management web page (10 calendar days for an interim reply and 30 calendar in Schools in 2011 to improve the handling of complaints days for a final reply). Complaints and other feedback can also about schools. Based on lessons learned from the pilot and be provided to the Hospital Authority, the statutory body that recommendations from the committee, guidelines were finalized manages public hospitals in Hong Kong. Both the Department of and have been applicable to schools since February 2020. The Health and the Hospital Authority have published statements on guidelines indicate that complaints may be lodged within their data protection policies and practices. one calendar year from the occurrence of the incident, that anonymous complaints will only be considered under special Environment circumstances, and that anyone who seeks to file a complaint The performance pledge of the Environmental Protection on behalf of the person concerned has to obtain prior written Department outlines uptake channels for feedback, service consent. They also emphasize the confidentiality of complaints standards, the process for appeals, and contact information and elaborate on the role of the Review Board on School for its regional offices. The department’s customer service Complaints to address appeals. A host of reference materials center addresses and responds to various types of feedback and guidelines on complaint handling are available on the regarding pollution complaints, services, and the help desk bureau’s web page. established to meet the needs of the business community. The department has also made available summary statistics and Transport detailed information on the number and nature of complaints. The Transport Complaints Unit has a mandate to receive The customer service center hotline is backed by a customer and address suggestions and complaints from the public on relationship management system, which uses a geographic transport matters. Its web page refers to the various uptake information system (GIS) module to enable spatial analysis of channels that can be used to submit feedback. Its quarterly and complaints submitted by the public. The department’s access annual reports provide details on the number and nature of to information officer is responsible for ensuring confidentiality complaints and suggestions that they have received regarding and adherence to the Code on Access to Information. The public transport, taxi services, and traffic and road conditions, department’s web page has a responsive design that enables as well as noteworthy measures taken to address received users to change the text size to suit their visual needs, and a feedback. mobile/accessible version of the web page is available. Other Issues Gender-based violence, child abuse, and elder abuse provides information on welfare services in the form of voice The Social Welfare Department’s web page includes links messages or facsimile transmission to callers through a 24-hour to hotline services for victims, welfare services, and other interactive voice response system, and department social supportive services that are mainly provided by charities and workers are on hotline duty to provide counseling and referrals nongovernmental organizations. The department’s hotline for those in need from 9:00 a.m. to 5:00 p.m., Monday through 59 PART 2. CASE STUDIES Friday, and from 9:00 a.m. to 12:00 noon on Saturday. Calls the number and nature of cases to date in a given year. The received after hours are transferred to the hotline and outreach department’s web page includes links to public education service team, operated by Tung Wah Group of Hospitals. The materials as well as leaflets in numerous languages, including Social Welfare Department publishes aggregate statistics English, Hindi, Nepali, Tagalog, Thai, and Chinese, to provide on domestic violence, child abuse, and sexual violence on a guidance on how to seek assistance. quarterly and annual basis, as well as annual statistics and 60 10. Japan Enabling environment In Japan,55 legislation instituted to govern administrative out the status and functions of administrative counselors. The grievances includes the Administrative Management Administrative Complaint Review Act establishes a system for Establishment Act, the Administrative Complaint Review Act, citizens to file complaints against administrative agencies and the Administrative Counselors Act. The Administrative regarding illegal or unjust administrative dispositions or Management Establishment Act provides the Administrative acts involving the exercise of public authority. It is aimed at Evaluation Bureau with the mandate to receive administrative ensuring citizens’ rights and interests as well as effective public complaints and resolve them in collaboration with other administration.56 government institutions. The Administrative Counselor Act sets Administrative Counseling System CONTEXT Education; and the Ministry of Justice, set up public consultation Brief description counters to address a range of issues, such as medical The Administrative Evaluation Bureau (AEB) of the Ministry of assistance, subsidies, and school closures. Internal Affairs and Communications reviews the activity of the central government of Japan and enables the realization of Number of agencies and ministries reliable and high-quality governance. The AEB’s Administrative In addition to the AEB’s head office in Tokyo, there are Counseling System (ACS) accepts complaints, opinions, and eight regional AEB offices, 35 administrative inspection and requests regarding the central government, incorporated counseling centers, and seven local offices for each prefecture,57 administrative agencies, special corporations, prefectures, all of which provide administrative counseling services. Citizens municipalities, and other entities. The ACS provides guidance can reach out to 5,000 administrative counselors58 nationwide on issues when it is unclear where citizens can seek assistance, (at least one for each municipality), as well as general enables the quick resolution of complaints, and prevents the administrative counseling offices that have been established recurrence of chronic issues by providing recommendations to in department stores in 19 cities. In 2020, AEB introduced improve administrative systems and operations. consultation counters to address questions regarding the coronavirus and to provide guidance on support measures and ACS’s special administrative consultation service addresses special procedures in specific areas. complaints and inquiries submitted by affected persons during large-scale disasters, such as support measures by the HOW DOES IT WORK? government, loss of health insurance, and pension certificates. Uptake channels After the outbreak of the COVID-19 pandemic, in addition to the Citizens can submit complaints and requests for administrative ACS, other government entities, such as the Prime Minister’s consultations through the online reception page on AEB’s Office; the Ministry of Health, Labor and Welfare; the Ministry of website, the national phone number 110 for administrative 55. Please note that information in this case study is intended to an illustrative snapshot of good practices; it is not an exhaustive description of Japan’s administrative complaint handling systems or environmental or social systems. 56. https://www.japaneselawtranslation.go.jp/en/laws/view/2984/en. 57. The prefectures are Tokyo, Kanagawa, Niigata, Ishikawa, Hyogo, Kumamoto, and Okinawa. 58. Information on the selection and functions of Administrative Counselors is available at https://www.soumu.go.jp/main_sosiki/hyouka/soudan_n/iin_katudou.html. 61 PART 2. CASE STUDIES complaints, letter or fax, administrative counseling desks, and Appeals general administrative counseling offices. During “Administrative The Administrative Appeal Act outlines rules and procedures for Counseling Week” in October, makeshift one-stop counseling the appeal and review of government decisions. It stipulates centers are set up at department stores and public facilities all that an appeal against the deciding government entity must be over the country with the participation of specialists from the filed within 60 days of receiving notice of the act in question Legal Affairs Bureau, the National Tax Bureau, the Labor Bureau, and within one year of the act itself. Outcomes of the appeal and local public organizations. The schedule for Administrative could include dismissal on merit, for procedural reasons, or Counseling Week is posted in advance online. because overturning the original decision would cause major harm to the public, or acceptance, whereby the act in question Processing system: Follow-up responsibilities may be overturned in whole or in part and any past enforcement When administrative counselors receive routine or less may be declared invalid (and the appellant restored to their complicated complaints from citizens, they direct them to the preenforcement position). appropriate government office and collaborate with relevant authorities for resolution. For more complex cases, they contact Monitoring and analysis the AEB’s local offices to facilitate resolution with relevant The AEB’s administrative counseling database comprises four administrative agencies. Complaints related to national sections: agencies must be addressed by the AEB’s head office. 1. The complaints case database, which includes the personal Complaints that cannot be resolved without revising existing information of complainants (e.g., name, address, telephone, laws or that require multiministerial coordination are referred email, gender, and age), receipt status (e.g., data and name to the Administrative Grievance Resolution Promotion Council—a of the officer); case summary (e.g., summary of issue, third-party advisory board to the Minister of Internal Affairs and administrative field, or relevant authority), and context for Communications comprising private sector experts. In addition redress (e.g., conclusion, handling process, and follow-up to the national council, there are 12 regional councils that status); advise AEB’s regional directors on the resolution of similar types 2. The administrative counselors database that includes of grievances in each region. Issues that are repeatedly reported contact information and information on their activities and are taken up by AEB’s Administrative Inspection Program to be territories; addressed by relevant ministries at the request of the Ministry of Internal Affairs and Communications. AEB monitors the issue— 3. The Article IV suggestions database;59 and twice within the first six months and then within 18 months 4. The Administrative Grievance Resolution Promotion Council’s upon communication of the request. case database (list of cases). Timeframes and service standards The AEB website includes a section on the results and Citizens can contact AEB for consultation services from 8:30 a.m. achievements of administrative consultations for each year to 5:30 p.m. Requests for consultations after hours on weekdays, and a section on examples of improvements achieved through over the weekend, and on national holidays are addressed the administrative consultation. following business day. The timeframe for complaint handling is not stipulated in AEB’s grievance redress procedures. However, if a case is not closed within two weeks, the system prompts the official(s) in charge of the case to follow up. 59. These suggestions were submitted by administrative counselors to the minister at the Ministry of Internal Affairs and Communications. 62 PART 2. CASE STUDIES SOCIAL INCLUSION information regarding their locations and accessibility 3 Consultations are free of charge, although there are charges features, such as wheelchairs available for rent, provisions for telephone use since the call charge discount service of for petitioners with hearing disabilities, elevator signs in the Nepon Telegraph and Telephone Company and the mobile Braille, and accessible parking and toilets. phone flat-rate plan do not apply. 3 To make administrative consultations accessible to disaster 3 Consultations are confidential. The AEB has provided victims, AEB opened special administrative counseling offices disclaimers that telephone conversations are recorded to in the vicinity of the impacted areas. achieve an accurate understanding of the consultation’s contents; that submitted feedback may be forwarded to OUTCOMES related departments and ministries and used as a reference The Evaluation Bureau and Administrative Counseling System for future policy planning; and that the petitioner’s of Japan publishes examples of solutions for administrative information may be used to respond to inquiries, to confirm consultation, such as a complaint regarding forest registration contact details, and to deliver email news. procedures resulting in a partial revision to the Local Autonomy Law by the Ministry of Internal Affairs and Communications.60 3 Petitioners using the AEB’s Internet counseling reception are asked to review and confirm their agreement with the Privacy PROMOTIONAL MATERIALS Policy of the Ministry of Internal Affairs and Communications In addition to the pamphlets mentioned above, the AEB has before registering and sharing the particulars of their produced posters in Japanese and English on the process concerns. for submitting complaints and seeking counsel, as well as 3 Petitioners have the option of submitting feedback in the issues about which citizens can seek counsel; videos on English through the online reception desk for administrative administrative consultations, administrative consultations for consultation, and AEB is seeking to cooperate with foreigners, and ACS outcomes and achievements; and a drama organizations that can provide multilingual support and program entitled “If you have a problem, don’t worry alone.” for petitioners unfamiliar with the Japanese language. The AEB web page includes a children’s corner, which uses Pamphlets that summarize the role of the administrative cartoons and interactive activities to introduce youngsters to counseling system are available in English and multiple other administrative counseling. A magazine for children was also languages, including Chinese, Korean, Vietnamese, Nepali, produced for this purpose. The Ministry of Internal Affairs and Indonesian, Tagalog, Thai, Portuguese, Spanish, French, and Communications has introduced a specific symbol and a mascot Malay. known as Kikimimi for the ACS, and it has set up a Twitter account to increase public familiarity with the administrative 3 To make administrative consultations accessible to citizens, counseling process. Finally, the ministry promotes international AEB sets up one-stop counseling centers in public spaces exchanges, conferences, and events on administrative during Administrative Counseling Week in October. Moreover, counseling with the International Ombudsman Association, the administrative inspection and counseling centers provide Asian Ombudsman Association, and other countries. 60. See https://translate.google.com/translate?hl=en&sl=ja&u=https://www.soumu.go.jp/main_sosiki/hyouka/soudan_n/kaiketujirei.html&prev=search&pto=aue. 63 PART 2. CASE STUDIES Environmental Dispute Settlement System Japan’s environmental dispute resolution system is governed As of March 31, 2020, the Environmental Dispute Coordination by the Act on the Settlement of Environmental Pollution Commission had received 1,063 cases, 1,026 of which had Disputes. Its mandate includes the resolution of complaints been resolved, and the prefectural pollution review boards related to seven types of pollution: air pollution, water pollution, had received 1,649 cases, 1,606 of which had been resolved.61 soil contamination, noise, vibration, ground subsidence, and The commission also conducts an annual pollution complaint offensive odors. The Environmental Dispute Coordination survey to understand the number and status of pollution-related Commission has jurisdiction over conciliation, mediation, complaints received at local government pollution complaint arbitration, and adjudication of environmental disputes at the consultation desks located nationwide. For example, according national level. At the local level, the prefectural pollution review to a survey in 2018, 66,803 complaints were received at the boards have the mandate to address environmental complaints. consultation desks of local governments nationwide. Among Moreover, consultation desks for pollution complaints are them, 47,656 related to the seven major types of pollution; and set up in prefectures and municipalities to handle or refer 19,147 complaints related to other types of pollution, such as the pollution complaints. Detailed procedures for the redress of dumping of waste.62 environmental complaints are available here. 61. See https://www.soumu.go.jp/kouchoi/english/characteristics.html. 62. See https://www.soumu.go.jp/kouchoi/english/complaint.html. 64 11. Jordan Enabling environment The 2016 bylaws on the development of government services feedback64 by: providing additional channels in a more organized (No. 156)63 provided the Ministry of Public Sector Development manner to receive complaints submitted by citizens and those the mandate to establish a central system for complaints about who deal with the government on a broader level; developing government services. Moreover, Jordan’s Third National Action an electronic system to manage the registration of complaints Plan 2016–18 under the Open Government Partnership Initiative and grievances related to service delivery; and addressing includes a commitment to enhance the complaints registration complaints and identifying appropriate solutions based on system and follow-up mechanisms in response to citizen justice, equality, and transparency. Centralized Feedback and Grievance Mechanism: “Bekhedmetkom” CONTEXT HOW DOES IT WORK? Brief description Uptake channels Launched by the government to fulfill its commitment to Uptake channels include a web platform, a toll-free phone complaint management, the Bekhedmetkom (“at your service”) number (065008080)65 for the National Contact Center for platform was established in August 2017 and is hosted by the Government Services, a smartphone application, an email e-Government web page of the Ministry of Information and address (scc@sdc.com.jo), and hard copies of an uptake form Communications Technology. The platform aims to increase available onsite in government offices, which are to be communication with citizens and serves as a sorting house completed and deposited in suggestion and complaint boxes, for receiving complaints, suggestions, corruption reports, and which are located on office premises. requests for information. It holds the different institutions connected to the platform accountable by conducting an annual Processing system: Follow-up responsibilities assessment aimed at identifying concerns with resolution time, To submit a query online, platform users receive a reference recurrent complaints, and other issues, and then proposing number through email or SMS. To track the status of a query, related remedies that the different agencies are requested to the user can enter the reference number and phone number on implement to improve their GRM performance. The platform also the “Ask the Government Status” page. The process is similar for has an assigned liaison officer in each entity connected to the users tracking the status of submitted suggestions, complaints, platform who oversees the receiving, handling, and dispatching reports, and compliments. of received complaints to the relevant internal departments. By the end of 2017, 89 government institutions were linked to this Approximately 100 liaison officers at government institutions platform (Jordan Times 2017). are responsible for addressing feedback received through the platform (Jordan Times 2017). A training workshop for these officers in ministries, institutions, and government departments was held on July 27, 2017.66 Feedback received via email or 63. “Independent Reporting Mechanism (IRM), Jordan Progress Report 2016–18.,” 32. http://www.partners-jordan.org/files/Jordan_Midterm_Report_2016-2018_for-public-com- ment.pdf. 64. “Jordan’s Third National Action Plan 2016–18 under the Open Government Partnership,” 16. https://www.opengovpartnership.org/documents/ jordan-third-national-action-plan-2016-2018/. 65. Information about available hours was not publicly available online. 66. “Summary of RASED’s Assessment Report—3rd National Action Plan Within the Open Government Partnership 16–18,” Hayat Center -RASED. November 2018. 65 PART 2. CASE STUDIES through the suggestion and complaint boxes is first checked e-Government Services Report, which are only available in Arabic to ensure that they contain the relevant information and are on the e-Government web page. then recorded in the online Bekhedmetkom system. Feedback is received and compiled from the uptake channels by a Monitoring and analysis liaison officer, who sends an official letter to the head of the The system had received over 14,000 applications by mid- Suggestions and Complaints Committee at their institution January 2019 (Jordan Times 2019) of which 6,274 (44.4 percent) along with the attached forms that were deposited in the boxes. were submitted to the “Complaints” section; 5,491 (38.8 percent) The head of the committee gathers the committee members, to the “Ask the Government” section; 1,343 to the “Suggestions” reviews and analyzes the feedback, and forwards it to the section; 682 to the “Compliments” section, and 335 to the concerned administration, which sends a response through the “Report” section. platform. In cases where the subject matter of a complaint is 67 related to a member of the committee, that member is recused Jordan’s Third National Action Plan 2016–18 under the Open from discussions and investigation of the issue. Government Partnership Initiative includes a pledge by the Jordanian government to periodically issue and publish reports Modalities for resolution and citizen satisfaction regarding complaints received by the system, the means of Users of the Bekhedmetkom platform rate their level of addressing them, and pending complaints reports.68 These satisfaction on the e-Government web page by selecting and reports are not available online. clicking a happy, neutral, or unhappy rating icon on the bottom left of the screen. Promotional materials The Bekhedmetkom portal is available in English and Arabic. The In 2018, the Ministry of Information and Communications Jordanian e-Government website includes a frequently-asked- Technology published the Usage Statistics of e-Government question (FAQ) section. Services Report and the Satisfaction of Citizens on Ministries and Public Authorities Ministry of Education 8:00 a.m. to 3:00 p.m.), and hard copy of a complaint form The Ministry of Education’s feedback and grievance system is submitted at the ministry’s office. overseen by the Guidance and Orientation Division Department, which oversees three sections: complaints and grievances, The complaints and grievance section handles complaints protection and safe environment, and educational counseling. 69 received from teachers and covers 42 education directorates.70 Uptake channels to provide feedback to the ministry include It deploys six staff members who are trained on administrative an online form on the ministry’s website (in Arabic only), the control and internal investigation. The staff documents and ministry’s homepage, email (moecs@moe.gov.jo), fax (+962 records complaints via an electronic filing system and a paper- 65666019), phone (+9626 5607331 from Sunday to Thursday, based archiving system where complaints are filed before 67. See “Suggestions and Complaints and Compliments Management Methodology.” https://www.sdc.com.jo/english/images/stories/pdf/suggestions_complaints_manage- ment_methodology.pdf. 68. “Jordan’s Third National Action Plan 2016–2018 under the Open Government Partnership Initiative,” 17. https://www.opengovpartnership.org/documents/ jordan-third-national-action-plan-2016-2018/. 69. Jordan—Education Reform Support Program: Environmental and social systems assessment. November 2017. https://documents.worldbank.org/en/publication/ documents-reports/documentdetail/146381505276859197/environmental-and-social-systems-assessment. 70. Ibid. 66 PART 2. CASE STUDIES being forwarded to the concerned staff. Complaints records Ministry of Labor are maintained for three years in a safe cabinet before being Complaint handling by the Ministry of Labor (MoL) is shared discarded. The protection and safe environment section has 71 by different divisions and directorates. Under the Directorate three staff members and receives complaints from students and of Inspections, the hotline and complaints, child labor, parents, including concerns about various forms of violence— inspection and follow-up, and monitoring divisions each play verbal and physical. On average, this department receives 60–70 a role.74 Feedback can be submitted via a free hotline, which is complaints per semester through their own hotline. This section operational on all the land and cellular networks in the country maintains a complaint log and follows up with the education (landline: 080 022 208, Zain network: 0796580666, Orange directorates to close each complaint case. They manage the network: 0777580666, and Umniah network: 0785602666). The 2,000 educational counselors deployed at 2,000 schools all hotline has an answering machine that registers complaints over Jordan (the total number of schools in the country is after 3:30 p.m. Complaints can also be submitted through the about 3,500). The management of the section has been trying ministry’s WhatsApp number (0790955557), email (hotline@ to recruit additional counselors to cover the remaining gap of mol.gov.jo), or online through the ministry’s complaints and about 1,500 schools that lack a counselor. suggestions web page. At the subnational level, the directorates of the ministry also receive complaints, albeit mostly via The ministry’s complaint management system logged walk-ins. These complaints are referred to the ministry only if 4,211 complaints in 2019, 3,514 of which were recorded as the complainant does not speak Arabic (34 percent of foreign resolved. There is no classification or categorization of the 72 workers are non-Arabic speaking). Staffed with eight people types of complaints received. Informally, the Guidance and who receive complaints,75 the ministry’s Division of Hotline Orientation Division Department tries to use their experience to and Complaints has some capacity to receive complaints make improvements in the system, but there is no systematic in languages other than Arabic, including English, Tagalog, analysis of the grievance data to inform management. 73 Hindi, Sri Lankan, Bangladeshi, Chinese, and Indonesian. However, migrants who speak other languages are not able to Ministry of Energy and Mineral Resources use the hotline easily or to communicate well with ministry Uptake channels for complaints include completing and staff, particularly at the directorate level. The ministry has a submitting a hard copy of a complaint form at the ministry, an basic manual that outlines the procedures for filling internal online form on the ministry’s web page, email (memr@memr. processing of complaints. It has six databases for registering gov.jo), fax (+96265865714), and phone (+96265803060) during complaints, although they are not interlinked. The Complaints working hours (Sunday to Thursday, 8:30 a.m. to 3:30 p.m.) A and Hotline Division has a database that records complaints petitioner must provide a name, email address, phone number, received at the central (ministry) level. Since 2017, it has and the issue at hand, including clarifying if it is a suggestion or connected the central database to two directorates. The Child a complaint. There is also an option for providing a fax number, Labor Unit receives reports manually, which are then entered in job title, and mailing address. an Excel sheet by the information technology staff to generate a report. As a result, a comprehensive register and tracking of all of the complaints received by the ministry at the central and decentralized levels require extensive manual cross-checking. 71. Ibid. 72. Ibid. 73. Ibid. 74. Economic Opportunities for Jordanians and Syrian Refugees Program for Results: Additional Financing. Addendum to the environmental and social systems assessment. April 16, 2020. https://documents1.worldbank.org/curated/en/822311589370401687/pdf/Final-Addendum-to-Environmental-and-Social-Systems-Assessment-ESSA-Additional- Finance-Economic-Opportunities-for-Jordanians-and-Syrian-Refugees-PforR-P171172.pdf. 75. Ibid. 67 PART 2. CASE STUDIES There is little information regarding complaints received at the There is insufficient information to assess how many complaints directorate (subnational) level: the complaints that are received are resolved.76 No systematic practice for providing feedback directly at the directorate level are not registered in a central to the complainants is in place. Ministry staff report that database; rather, they are tallied at the end of the month and they inform complainants by calling them back. However, included in a monthly report that is sent to the ministry. the feedback date and communication are not logged in the system.77 In 2019, the ministry recorded over 6,500 complaints that resulted in citations, warnings, or were referred to the court. Thematic Feedback and Grievance Systems: Gender-Based Violence The governmental organizations that work on gender-based and criteria for 25 public and private institutions that host the violence are the Ministry of Education, the Ministry of Health, elderly, children at risk, and women’s shelters, in addition to the Ministry of Justice, the Ministry of Social Development, and supervising their work. the Ministry of Awqaf and Religious Affairs. The Ministry of Justice had a pivotal role in passing the law on The Ministry of Health works mainly through its network family protection as well as in suggesting legal amendments of health centers and hospitals. It is assigned the role of and laws protecting the family that are in line with the National detecting and identifying victims of domestic violence. There Framework for Family Protection. Similarly, the Ministry of is no national registrar established at the Ministry of Health to Justice and the Judicial Council, in cooperation with the Judicial ensure that health service providers in the public and private Institute, supervise the training of judges and clerks at national sectors register cases registered by or on behalf of victims of courts on how to deal with victims of violence. The cooperation violence. has also led to the introduction of a specialized education curricula prepared for the Judiciary Institute, which targets The Ministry of Education’s area of work is focused on prosecutors and judges. awareness raising and preventive mechanisms despite the fact that it has developed a set of procedures and protocols The Ministry of Awqaf and Religious Affairs is responsible, to receive and refer detected cases of domestic violence. The through its network of religious clerks, for raising awareness on ministry’s work is mainly to train school counselors to enhance various subjects related to violence against women, including students’ skills in self-protection and to train school-level women’s rights and the roles and responsibilities in the family core teams to follow up on violence issues, particularly school from the Islamic perspective. violence and corporal punishment. The Jordanian National Commission for Women, initiated The activities of the Ministry of Social Development are and headed by HRH Princess Basma since its establishment limited to a program on family counseling that entails holding in 1992, is a semigovernmental organization that advocates workshops for the families of children who are subjected to and promotes women’s diverse issues. Its mission is to domestic violence. The ministry was involved in proposing and support the mainstreaming of a gender-equality perspective adopting the Family Protection Law and in setting the standards in all policy areas and to narrow the gap between the formal 76. Ibid. 77. Ibid. 68 PART 2. CASE STUDIES acknowledgment of women’s rights as detailed by legislation includes representatives from the Security Directorate, the and the actual societal attitudes toward women. It has Judicial Council, the Family Protection Department, the Ministry developed the National Strategy for Jordanian Women 2006–10 of Social Development, the Ministry of Education, the Ministry of to limit gender-based violence, develop a multidisciplinary and Health, the Ministry of Awqaf, and the Jordan River Foundation, institutional approach to protect women from violence based JNCW, the Jordanian Women’s Union (JWU), the Centre for on human rights, and to change social attitudes that support Family Counselling (CFC), the National Centre for Human gender-based violence. Rights (NCHR), the Institute for Family Health, and Queen Zein Al-Sharaf Institute for Development (ZENID). The main tasks The National Council for Family Affairs was established in of the National Team are to: provide technical consultation to 2001 as an umbrella organization and coordinating body for national projects on family protection that are supervised by the relevant governmental and nongovernmental agencies in the members of the team; supervise and implement the National field of human and social development and family affairs. It is Framework for Family Protection and the National Strategy chaired by Her Majesty Queen Rania Al Abdullah. It acts as the for Family Protection and issue relevant reports; follow-up on secretariat for the National Team for Family Protection, which regional and Arab conference recommendations that relate to was established in 2000 as a multiagency task force entrusted family protection; and seek funding for programs and projects in with limiting domestic violence and sexual abuse, and which line with the National Strategy for Family Affairs. 69 12. Malaysia Enabling environment The Public Complaint Bureau’s authority and powers are manage public complaints. The Permanent Committee on Public governed by Administrative Development Circulars (ADCs) and Complaints is a high-powered committee chaired by the chief ADC Letters issued by the chief secretary to the Malaysian secretary to the government (head of the civil service), and its government. Specifically, ADC 4 of 1992 on Managing Public membership comprise other top senior officials, including the Complaints and ADC 1 of 2002 on Improving the Effectiveness director-general of the Public Service Department, who is also in Managing Public Complaints governs the work of the Public the committee secretary. The committee reports to the cabinet. Complaint Bureau. There is a high level of commitment to Public Complaints Bureau CONTEXT HOW DOES IT WORK? Brief description Uptake channels Established in 1971, the Public Complaints Bureau (PCB), Users can submit complaints and feedback using a web-based which is under the jurisdiction of the Governance, Integrity integrated complaint management system, with a chatroom, by and Anti-Corruption Centre, investigates complaints about email, by phone, via fax, by post, in person, or with a mobile app. maladministration, administrative actions, and decisions of the Malaysian government, ministries, departments, and agencies Processing system: Follow-up responsibilities at the federal, state, and local levels. The PCB does not have After registering a complaint or other feedback, the PCB team any legislative powers. It relies on its administrative powers and generates a case number and sends a letter of acknowledgment powers vested in it by the high-powered committee. A detailed to the complainant, categorizing the case as simple, moderate, description of specific categories and types of complaints that or complex. A user can check the status of a complaint through can be addressed by PCB can be found here. Complaints that the online tracking system by using the provided case number or are beyond PCB’s purview include government policies and their national registration identification number. A complainant matters under the authority of the Public Accounts Committee, is copied on correspondence related to the investigation of the the Malaysian Anti-Corruption Commission, and the Legal Aid case. When an investigation is complete, the PCB informs the Department, as well as family disputes, civil claims involving complainant of the result. A detailed visual that outlines the individuals and companies, and complaints against entities or PCB’s complaint-handling process can be found here. Complaints private companies not associated with the government. of public interest are brought to the attention of the Permanent Committee on Public Complaints, which in turn can escalate Number of agencies and ministries selected issues to the attention of the cabinet. The PCB’s jurisdiction includes all 700 government ministries, departments, and agencies at the federal and state levels. The Timeframes and service standards list and contact details of the respective entities is available PCB’s Standard Operating Procedures and client’s charter here. stipulate that all complaints must be resolved within 15 days. Simple cases may be resolved immediately or within three days, moderate cases may be settled within five to 70 PART 2. CASE STUDIES 15 days, and complex cases may take two to four months. PCB SOCIAL INCLUSION monitors progress on key performance indicators, such as 3 The PCB’s web page has a responsive web design that the overall resolution rate of complaints, the percentage of enables users to easily change the text size to fit their visual complaints resolved within 15 working days, and the customer needs, and its reports are published in a reader-friendly satisfaction index. format. Its web page contents are available in Bahasa Melayu, and the website uses leading technologies such as Modalities for resolution and citizen satisfaction encryption software to safeguard personal data. The PCB compiles feedback from complainants through the feedback form on its web page, the Respons Rakyat app, and 3 Complaints can be submitted without charge. They can survey forms sent through email. The PCB allows users to file also be lodged on behalf of another person with consent. complaints regarding the quality of services delivered by the Anonymous complaints are permissible if the complaint PCB and the conduct of PCB officers and staff. The Committee involves the public interest and if the details provided are on Management of Complaints Against PCB is responsible sufficient for conducting an investigation. for investigating and taking appropriate measures to address complaints related to the PCB’s services and staff conduct. 3 The PCB emphasizes that it serves the community by resolving complaints fairly, effectively, and efficiently. Appeals PCB has an internal dispute resolution mechanism if the 3 Advocacy groups, such as the Association for Improvement of complainant is not satisfied with the investigation or outcome Mass Transit (TRANSIT), the Consumer Association of Penang, (Teck 2007). Complicated cases and systemic issues are referred and SUHAKAM (Human Rights Commission) advocate for to the Permanent Committee on Public Complaints, which has improved service delivery for citizens and encourage service the mandate to institute investigations, request explanations users to share their complaints and other feedback with from public officers and staff, and direct the relevant them. departments/ agencies to take corrective actions to resolve complaints. OUTCOMES Statistics Monitoring and analysis The PCB publishes detailed complaint management statistics for The PCB’s performance is monitored by the Permanent each year and includes these statistics in its annual reports. Committee on Public Complaints. PCB’s 2020 report on key performance indicators attests that the overall complaint Examples of impact resolution rate is 85 percent, 75 percent of complaints received The PCB publishes success stories on its web page. are resolved within 15 working days, and the customer satisfaction score is 80 percent. Additionally, 25 letters of PROMOTIONAL MATERIALS recommendation for corrective and preventive actions were Citizens can access information regarding the PCB through issued to government agencies (Teck 2007). its website, the Respons Rakyat mobile application, and its Facebook page. Its media gallery includes a photo gallery, an audio gallery featuring the official song of the Public Complaints Bureau, and a video gallery that includes a host of videos about the PCB’s mission and its initiatives. 71 PART 2. CASE STUDIES Malaysia Government Call Centre Established by the Malaysian Administrative Modernization Facebook, Twitter, Portal, or SITI@1MOCC—the MyGCC mobile and Management Planning Unit, the Malaysia Government Call application. Operating hours for the voice channel are from Centre (MyGCC) is a one-stop call center for citizens to make 7.30 a.m. to 9.00 p.m., seven days a week, and the nonvoice requests and complaints; provide suggestions, feedback, and channel can be reached 24/7.79 Members of the public who have compliments; and use online public services without having to questions about an agency or ministry can reach out to MyGCC visit a government agency or ministry.78 Citizens can contact customer service officers or subject matter experts through a MyGCC via phone, SMS, fax, interactive voice response service, live chatroom on the MyGovernment Portal. Other Ministries and Departments The Energy Commission party, as well as those involving policy issues that require legal Energy consumers are encouraged to first try to address their scrutiny, will take four to six weeks. Complainants can track the complaint with the energy licensee or the parties involved status of a case using the e-Aduan system, e-form, phone (03- before contacting the Energy Commission. The Energy 8870-8800, Monday to Friday, 8:30 a.m. to 5.30 p.m., excluding Commission has the mandate to address complaints related to public holidays. Upon completion of the complaint resolution piped electricity and gas (such as billing errors and improper process, the complainant is informed about the outcome via licenses), procedures, late licensees, incompetent installation, 80 letter, email, or telephone. incompetent contractors, unsafe wiring or gas piping systems, unapproved electrical and gas equipment, unsatisfactory Department of Wildlife and National Parks, service, hazardous activities near electrical or piped electrical Ministry of Water, Land and Natural Resources installations, supply disruption, and other matters related to The Department of Wildlife and National Parks, which is under the supply of electricity and piped gas. Citizens can submit 81 the Ministry of Water, Land and Natural Resources, has set up their complaints and other feedback through the e-Aduan online a hotline and e-forms for inquiries and complaints on its web complaints system, e-form, email, phone, fax, telegram, and page that citizens can use to report human-wildlife conflicts and in-person at the Energy Commission Office Counter. There is violations of the Wildlife Act. Its client charter indicates that also the option of reaching out to the Energy Commission’s area complaints with complete information will be acted upon within offices. Information needed to file a complaint can be found 24 hours. Complainants can check the status of a complaint and here. provide feedback after it has been resolved. The department publishes monthly client charter achievement reports, which The Clients Charter indicates that if the information submitted include its progress in each state in responding to wildlife is complete, each complaint is scrutinized and can be resolved complaints with complete details in no more than 24 hours. within 15 working days. However, complicated cases that require a site visit for review or additional documents from a third 78. See https://www.malaysia.gov.my/portal/content/30044. 79. See https://www.malaysia.gov.my/portal/feedback/2. 80. A licensee is a company that has been licensed by the commission to supply electricity or gas through pipelines to consumers. The licensee is subject to the Electricity Supply Act 447 of 1990 and the Gas Supply Act 501 of 1993, which are both within the jurisdiction of the commission. 81. See https://www.st.gov.my/en/microsites/index/4/10. 72 PART 2. CASE STUDIES Other ministries the Ministry of Domestic Trade and Consumer Affairs. Its The ministries of health; education; tourism; transport; and purpose is to provide an alternative to civil courts as a forum women, family, and community development use SisPAA, an for consumers to seek redress regarding purchased goods and online complaint management system, to receive complaints, services. compliments, inquiries, and suggestions from the public, in addition to other channels, including phone, email, letter, Tribunal for Homebuyer Claims83 fax, and in-person visits. Service standards and timelines for The Tribunal for Homebuyer Claims was established under resolving simple, moderate, and complex cases are outlined the Housing Development (Control and Licensing) Act of 1996 in the client charters of the respective ministries, and their in December 2002. It is a special tribunal established to hear performance on these and other key performance indicators disputes between home buyers and housing developers. is reported in monthly or quarterly client charter achievement reports. Complainants can verify the status of a case through Ombudsman for Financial Services (OFS)84 SisPAA’s Check Feedback function using the case number issued The Ombudsman for Financial Services operates the Financial when registering the complaint. Complainants are notified Ombudsman Scheme that was approved by Bank Negara of the outcome when the investigation of the case has been Malaysia pursuant to the Financial Services Act of 2013 and completed. the Islamic Financial Services Act of 2013. The Ombudsman for Financial Services is a nonprofit organization that functions as Tribunal for Consumer Claims 82 an alternative dispute resolution channel for resolving disputes The Tribunal for Consumer Claims was established under the among its members, who are financial service providers licensed Consumer Protection Act of 1999 (Act 599). It operates under or approved by Bank Negara Malaysia and financial consumers. 82. See https://www.malaysia.gov.my/portal/content/30891. 83. See https://ehome.kpkt.gov.my/resources/index/fileupload/Scope%2C%20Functions%20and%20Jurisdiction%20of%20the%20Tribunal%20For%20Homebuyer%20 Claims1897.pdf. 84. See https://www.ofs.org.my/en/company_overview. 73 13. Morocco Enabling Environment The 2011 constitution of Morocco (article 156) states that “The to motivate its decisions, which must be made on the basis of public services listen to their users and follow-up on their the law.86 observations, proposals and grievances.”85 In his Royal Speech of October 2016, His Majesty King Mohammed VI emphasized Morocco’s 2018–2021 Public Administration Reform Program the need to deal with citizens’ queries and complaints and to planned to “Develop the system for receiving users’ observations provide citizen’s feedback: and proposals, and for monitoring and processing their complaints.”87 Decree 2–17–265 of June 23 2017, which came It is equally unacceptable that the Administration does not into force on January 1, 2018, set out “the procedures for respond to people’s complaints and queries, as if the citizen receiving users’ comments and proposals, and for monitoring were worthless, or as if it were a mere element in the general and processing their complaints.”88 To this end, Morocco configuration of the space. Without the citizen, there is no has established a unified national portal: Chikaya (claim in administration. The citizen has the right to receive answers to Arabic). The recently released New Development Model report89 his queries and solutions to the problems he presents to it. reiterates the importance of this compact between citizen The Administration is obliged to explain things to people and and state, and the Chikaya platform could be instrumental in reinforcing this compact. The Chikaya Platform CONTEXT the subject of a judicial decision and that have acquired the Brief description force of res judicata are beyond the purview of Chikaya. Launched in January 2018 by the Ministry of Public Adminis- tration and Administration Reform in collaboration with the HOW DOES IT WORK? Ministry of Industry, Trade, Investment and Digital Economy, Uptake channels the Chikaya platform is intended to receive citizen complaints Chikaya’s uptake channels include a portal for citizens to send and other feedback. Its objectives include ensuring that their complaints, observations, and suggestions; a mobile application; observations, proposals, and remarks are collected, that there is and a call center (open Monday to Friday, 9:00 a.m.–4:00 p.m., processing and follow-up of citizen feedback, and that solutions at 3737 within Morocco and +212 5 37 67 99 06 for overseas to problems are presented. According to Chikaya.ma, as of April users). Citizens submitting feedback through the portal must 2021, the platform was deployed by 1,730 administrations, public follow a step-by-step process. First, they choose the type of institutions, and organizations providing public services at the administration concerned: ministries and high commissions, national, regional, provincial, and communal levels. Complaints local authorities (regional, provincial, communal, or all); or submitted through the judicial system and cases that have been public institutions and companies (e.g., agriculture and fishing, environment, energy, and mining). After selecting the specific 85. Morocco’s Constitution of 2011. https://www.constituteproject.org/constitution/Morocco_2011.pdf. 86. “Texte Intégral Du Discours Prononcé Par SM Le Roi à l’ouverture de La 1ère Session de La 1ère Année Législative de La 10-Ème Législature.” Maroc.Ma. 87. “Morocco 2018–2021 Public Administration Reform Program,” 44. 88. “Projet de Décret N° 2–17–265 Fixant Les Modalités de Réception Des Remarques et Propositions Des Usagers, Du Suivi et Du Traitement de Leurs Réclamations.” 89. https://www.csmd.ma/documents/CSMD_Report_EN.pdf. 74 PART 2. CASE STUDIES administration, a user selects a theme and subtheme,90 a end of each fiscal year and submitting it to the head of the region, a province, and a municipality. The user then writes administration to which they belong. a message to which they can attach files (including photos). When submitting an observation or suggestion, the user Timeframes and service standards must indicate the category of their identity (citizen, company, The concerned administration is obligated to examine the association, other, or Moroccan living abroad), first name, family complaint and send a reply within a maximum of 60 days name, national identification number, and contact information from the date of receipt. This reply is recorded in the national (phone number or email address). When citizens submit complaints register. feedback through the online portal, they receive an instant email notification of receipt (if they have shared their email Modalities for resolution and citizen satisfaction address) as well as a tracking number and the subject of their If citizens are satisfied with the response to their feedback complaint. They can use this number to track the complaint from the concerned administration, they can choose to close through the portal’s complaints tracking section. When citizens the request and express their level of satisfaction through the submit a complaint through the call center and provide a mobile online portal. phone number, they receive an instant notification via SMS with a tracking number and the name of the administration. Appeals They can use this number to track the complaint by phone. If If citizens are not satisfied with the response they receive from citizens choose the option of lodging a complaint directly with the administration, they can reopen a case through Chikaya for a given administration via mail, telephone, or fax, the concerned a new processing of their complaint. administration is obliged to log it into the centralized national complaints register. Monitoring and analysis Within three months after the end of each fiscal year, each Processing system: Follow-up responsibilities administration prepares an activity report92 on complaints, Once a complaint is filed through Chikaya, it is recorded in observations, and suggestions that they have received. This the national complaints register and then sent to the relevant report must contain the measures taken and those envisaged administration unit. These units have been established at to improve the quality of services provided. The Department of every public institution to follow up on citizen complaints. Administration Reform submits a consolidated summary report They receive and log submissions into the national complaints to the prime minister by the end of June each year93 based on register, process them, maintain records, and respond to the reports of public administrations and the statistics and citizens. When citizens lodge complaints directly with a given indicators from the national complaints register. The web portal institution, their cases are registered and logged into the includes a public statistics page, which presents aggregated national complaints register. If the complaint is not formulated data on complaints for all administrative bodies. This page in accordance with the guidance provided by the Ministry of presents the number of administrative bodies involved (1,730 Administration Reform, it lacks clarity, or it is not accompanied as of April 2021), the number of complaints received (900,984), by required supporting documents, the administration sends the average timing for addressing complaints (45 days), the a response seeking clarification from the complainant within proportion of total complaints processed (69.62 percent), the 15 days of receiving the case. The administrative units are also number of complaint cases reopened (34,984), and the rate of responsible for preparing a report on their activities at the 91 satisfaction expressed by citizens (55.48 percent). It also allows 90. Examples include environment as a theme and renewable energies as a subtheme or economic development as a theme and regional touristic activities as a subtheme. 91. No report is publicly available online. 92. Not publicly available online. 93. Not publicly available online. 75 PART 2. CASE STUDIES NUMBER OF COMPLAINTS RECEIVED THROUGH CHIKAYA BETWEEN MAY 2020 TO MARCH 2021 400,000 Nombre de réclamations reçues 342,101 300,000 200,000 141,528 100,000 48,778 18,693 16,973 13,735 14,037 16,871 14,937 15,270 17,933 4,937 0 13,021 -100,000 Avr Mai Jun Jul Aou Sep Oct Nov Dec Jan Fev Mar Avr 2020 2020 2020 2020 2020 2020 2020 2020 2020 2021 2021 2021 2021 users to search the number of complaints received, the number page. The guide presents the various channels for submitting of complaints processed, the number of complaints for which a complaint, the stakeholders involved in their processing, the citizens have expressed their level of satisfaction, and the description of how the complaints are processed, how they are average number of days that it took to process a complaint over tracked while being processed, the work of the teams involved, any specified period. It also shows a graph with the number of and some case examples. A presentation video on the Chikaya complaints received in the past year. platform is also available in Arabic. The website makes it clear that all data, texts, information, images, photographs, and any Promotional materials other content published on the site are protected by intellectual The Chikaya portal is available in French and Arabic to maximize property law. It also clarifies that all personal data that citizens citizen access. Decree 2.17.265 on Defining the Methods may share through the portal are protected in accordance with of Receiving, Tracking and Processing Users’ Comments, Law 09–98 relating to “the protection of individuals with regard Suggestions, and Complaints and a Guide to Observations, to the processing of personal data.” Suggestions and Complaints are available on the Chikaya web The “Kolonamaak” Platform In January 2020, Princess Lalla Meryem, President of the Social Development, Equality and Family; the Office of the National Union of Moroccan Women (UNFM) launched the Public Prosecutor, police authorities, the Ministry of Health, Kolonamaak (“we are all with you”) platform that provides and other relevant stakeholders. The platform, which is 24/7 support and guidance nationwide for female victims of accessible through a toll-free number (8350, available 24/7) violence. The platform is operated by UNFM and connected and a mobile application (available on the AppStore and the to institutional services, such as the Ministry of Solidarity, PlayStore), locates the victim’s phone in order to provide the 76 PART 2. CASE STUDIES necessary assistance and directs her to the most relevant of the July 2020, UNFM mobilized an artificial intelligence expert 12 regional centers. The centers are part of a national network with the support of UN Women Morocco to centralize data of psychological and social support, staffed by experts in the management, monitor the complete support system provided to fields of psychology, sociology, family mediation, and social survivors of violence, and optimize collaboration between the work. Since the outbreak of the COVID-19 pandemic, the Ministry national platform and its regional listening centers (UN Women of Solidarity, Social Development, Equality and the Family n.d.). Publicity videos regarding the objectives and functions of announced the creation of 63 accommodation and care centers the Kolonamaak platform are available on UNFM’s web page. for women victims of violence (Maroc Diplomatique 2020). In 77 14. Nepal Enabling Environment Nepal’s Good Governance Act 2064 of 2008,94 clause 31, grievances and suggestions. The Hello Sarkar Room Operating elaborates on the government’s procedures to address and Directive 2068 highlights the right of citizens to register disclose follow-up actions on complaints.95 Section 20 of the grievances about government-provided services and to make Good Governance Regulation 2065 of 2009 requires each suggestions to the government. The 2020 Public Accountability government office to designate a nodal officer to handle Promotion Procedure lays out the provision for citizens to complaints and to make provisions for monitoring and register grievances at the local level, detailing the steps for evaluation to improve service delivery, including periodic public accepting, sorting, storing, and responding to grievances; the hearings. The Service Campaign Operation Guidelines 2065 role of the grievance officer; and the formation of a grievance state that it is the service provider’s primary responsibility to resolution coordination committee under the leadership of the ensure the satisfaction of service receivers by prioritizing their deputy-mayor. Hello Sarkar CONTEXT np), SMS, a website form, a Facebook page, and a Twitter handle Brief description (@Hello_sarkar). Launched by the Office of the Prime Minister and Council of Ministers (OPMCM) in 2011, Hello Sarkar (hello government) is Processing system: Follow-up responsibilities the official portal mandated to receive public grievances related The Good Governance Regulation 2065 made it mandatory for to service delivery, such as discrimination or obstruction in every ministry, department, and office to assign a nodal officer accessing public services, and irregularities in service deliveries. to handle complaints. Upon lodging a complaint, a petitioner While Hello Sarkar does not have investigative functions or is given a reference number that can be used to track the a mandate to resolve complaints, OPMCM has the power to status of the case. Complaints are classified as most urgent, issue injunctions to ministries and departments under their urgent, or ordinary. Nodal officers forward cases to the relevant jurisdiction to resolve complaints. higher authority or department, who keeps the Hello Sarkar team updated on the progress of the investigation and who Number of agencies and ministries addresses the complaints. In the event of a delay or failure Hello Sarkar’s grievance mechanism is linked to 42 ministries by a department to address complaints under its jurisdiction, and will be expanded to 753 local level (Himalayan News Service the OPMCM writes to the concerned ministry to initiate action 2019). toward resolution (Himalayan News Service 2019). HOW DOES IT WORK? Timeframes and service standards Uptake channels Citizens can avail themselves of the portal’s online services Citizens can use various uptake channels to submit complaints 24 hours per day and can access the call center from using Hello Sarkar’s grievance mechanism, including a toll-free 7:00 a.m. to 9:00 p.m. every day (Setopati 2017). Complaints phone number (1111), fax, regular mail, email (1111@opmcm.gov. are acknowledged within 24 hours of receipt. Most urgent 94. Nepal was the first country in the South Asia region to promulgate Good Governance Act in 2006. 95. Rule 19 of Good Governance Act stipulates that government offices conduct at least one public hearing every four months. See http://www.gogofoundation.org/down- loads/Good%20Governance%20Act-2006.pdf. 78 PART 2. CASE STUDIES complaints are addressed within two hours, urgent issues are 1,463 of which had been seen, and 1,648 of which had not yet resolved within three days, and ordinary cases are handled been seen, according to the portal. Currently, most complaints within seven days. received relate to the National Information Technology Center, Nepal Police, Nepal Electricity Authority, Nepal Telecom, Modalities for resolution and citizen satisfaction Department of Transport, and Kathmandu Metropolitan Resolved cases are publicized on the portal. City. Resolved complaints are categorized, made public, and published on the portal. SOCIAL INCLUSION The Hello Sarkar web page is available in English and Nepali. PROMOTIONAL MATERIALS Citizens can access Hello Sarkar’s website, Facebook page, and OUTCOMES Twitter handle (@Hello_sarkar) to get updates. A YouTube video Statistics about Hello Sarkar’s mandate and its staff is also available As of January 2022, 16,591 complaints had been received, 10,938 online. of which had been closed, 2,542 of which were being processed, Other Departments Department of Roads, Ministry of Physical Infrastructure and management system that will allow consumers to post a Transport complaint through a mobile app or through the NEA portal (NEA The grievance mechanism of the Department of Roads 2021). NEA’s annual report for FY 2020–21 indicates that 15,471 is mandated with addressing complaints related to road complaints were submitted through the hotline number, all of infrastructure and transport. Citizens can submit their which were settled;96 266 were lodged through the Hello Sarkar complaints to the department via phone or by using an online portal, 258 of which were resolved; and 492 complaints were web form. Upon receipt of their complaint, they are issued submitted through NEA’s social media accounts, 491 of which with a reference number to track the status of their case. The were addressed.97 In addition, the NEA received cases for redress department’s grievance redress manual and quarterly reports on from the Commission for the Investigation of Abuse of Authority complaint handling are available on its web page. and the Ministry of Energy, Water Resources and Irrigation.98 Additional annual reports for NEA that include statistics on Nepal Electricity Authority complaints are available here. Electricity consumers can use the Nepal Electricity Authority’s (NEA) grievance mechanism to submit complaints Ministry of Education, Science and Technology about electricity services, including mistreatment of customers, In 2017, the Ministry of Education, Science and Technology staff negligence, and bribery. Uptake channels for complaints developed and implemented a complaint hearing procedure. include an e-form, the 1150 toll-free number, Facebook, Many schools are using the complaint box on their premises to Twitter, and complaint boxes. Furthermore, the NEA plans to mitigate and minimize sexual harassment and violence. introduce an information-technology-based customer relation 96. https://www.nea.org.np/admin/assets/uploads/annual_publications/Annual_report_2020.pdf. 97. Ibid. 98. Ibid, p. 200. 79 PART 2. CASE STUDIES Provincial Level Provincial ministries have introduced grievance management provision of a GRM procedure at the provincial level. Madhesh mechanisms, although their implementation varies across the Province is on its way to approving a similar public hearing seven provinces. Province 1, Gandaki, 99 100 and Karnali 101 have and public audit procedure. As of February 2022, the website launched an online portal; Bagmati and Sudurpaschim have of Lumbini province did not describe detailed procedures for formulated a provincial Good Governance Act modeled on the grievance management. national-level Good Governance Act of 2008. It details the Themes Migrant workers or revocation of a recruitment agency license, and in certain The Department of Foreign Employment is charged with cases, to make a determination and order a recruitment agency handling migrant worker complaints against institutions to compensate a migrant worker. If either party is unhappy with (recruitment agencies) and individuals (unregistered agents). Its a determination or order, they can appeal to the government of Complaints Registration and Investigation Section investigates Nepal within 35 days of the decision (Open Society Foundation all complaints received by the department. It also has the 2014). power to impose penalties in certain cases brought against recruitment agencies and to refer other cases to the police In 2019, the Ministry of Labour, Employment and Social Security or to the Foreign Employment Tribunal. Complaints can be established a call center to address the complaints of Nepali submitted to the department by the victim, a family member, migrant workers. Workers can access the call center via or any other person, and may be made on behalf of a single telephone, Messenger, or Viber. migrant worker or group of workers. Although they can be lodged at any time for issues such as sending minors for foreign Gender-based violence employment and falsifying documents, there is a statute of Khabar Garau (Inform Us) is a 24-hour toll-free gender-based limitations for other offenses related to compensation, contract violence (GBV) helpline at the National Women Commission, violations, and charging of excessive recruitment fees. The which was supported by the World Bank through the Integrated most common complaints involve individual agents taking Platform for Gender Based Violence Prevention and Response. money from prospective migrant workers but then failing to The commission receives and responds to GBV-related calls send them abroad as well as the treatment of migrant workers through this line. A person can either call, SMS, complete an while abroad (e.g., contract termination or physical abuse). online complain form, or walk-in to the commission to file cases In addition to having authority over the investigations of all of GBV. The helpline is also backed by a case management foreign employment cases, the department can also make a system. determination of and order the payment of fines, suspension 99. See http://139.5.73.146/policy. 100. See https://hellocm.gandaki.gov.np/. 101. See https://hellocm.karnali.gov.np/. 80 15. Pakistan Citizens Portal CONTEXT Processing system: Follow-up responsibilities Brief description Users begin by registering on the platform with either their Pakistan’s Citizens Portal (PCP), an online-based complaint identification number, passport number, or username. This registration system that connects all government organizations creates a long-term account that allows the user to be in at the federal and provincial level, was launched by the prime touch with multiple government authorities and keeps track minister in October 2018, with a view toward addressing of all submissions and their status. The registration process people’s problems in a timely and effective way and collecting categorizes users according to three different categories: their feedback on public service delivery. A similar system had Pakistani citizen, overseas Pakistani, and foreigner. Once users first been introduced in 2016 at the provincial level in the Khyber are registered, they can use the system to lodge complaints, Pakhtunkhwa 102 province. seek guidance or information; and offer suggestions to resolve any issue pertaining to the general public (e.g., the Enabling environment simplification of existing procedures). For complaints, users The PCP is managed by the Prime Minister’s Performance can select one of 27 categories105 as well as a subcategory Delivery Unit (PMDU) and regarded as an information-and- (e.g., under the agriculture category: farmers, fisheries, livestock communications-technology-based extension of the Prime and dairy, seeds and fertilizers, soil conservation, and water Minister’s Public Affairs and Grievances Wing under the 1973 management). The most recently added category for lodging Rules of Business article 28. 103 complaints is land grabbing, with the aim of helping the public not only lodge complaints regarding individual land grabs but Number of agencies and ministries also blow the whistle on state land being encroached upon by The app is reportedly connected with 4,000 government criminal networks (introduced in April 2021).106 offices.104 The brunt of the grievance follow-up work lies with two HOW DOES IT WORK? grievance focal points—one with administrative, the other Uptake channels with information technology expertise, which are nominated The portal is primarily conceived as a smartphone app. by the respective federal ministries or divisions and all other Complaints received by public authorities through other government entities. They bear the joint responsibility of channels (e.g., phone calls, regular mail, electronic mail, walk-in ensuring that the complaint resolution process is carried out in visits to offices, websites, or social media) are inserted into the a timely and consistent manner. They examine all submissions, system manually and treated the same way as those submitted initiate action, and refer complaints as necessary, recording and directly through the application. communicating proposed resolutions to citizens and analyzing data. All heads of organizations and government entities are responsible for overseeing the process and guaranteeing its 102. http://kp.gov.pk/page/ecomplaintgrievanceredressalsystem. 103. 2020 User Guidelines Manual for Complaints and Suggestion Handling. 104. http://pakrtidata.org/2018/11/28/pakistan-citizen-portal-one-month/; https://nation.com.pk/29-Oct-2018/pm-launches-citizens-portal-to-spruce-up-governance. 105. Categories include: agriculture, banking, communications, corruption/malpractice, development projects, disaster emergency, education, energy and power, environment and forests, excise and taxation, federal board of revenue, health, human rights, immigration and passports, investment, land and revenue, law and order, licenses and certificates, media cyber crimes, municipal services, the National Database and Registration Authority, overseas Pakistanis, poverty alleviation and social safety, security and exchanges commission, transport, and youth affairs. 106. https://www.dawn.com/news/1616809. 81 PART 2. CASE STUDIES efficiency and quality. According to the 2020 User Guidelines Submissions falling under the suggestions section are divided Manual for Complaints and Suggestion Handling, public into three categories: financial/development; policy/legislative; organizations should conduct regular review meetings to and administrative/procedural. They undergo a phase of initial identify possible complaint-handling bottlenecks, hold the examination followed by an appraisal by the relevant authority. grievance focal points accountable, and ensure that the latter are well-trained and fully equipped with “the necessary skills Monitoring and analysis and resources to process complaints.” The 2018 User Guidelines Manual for Complaints and Suggestion Handling suggests that common complaints should be The PCP provides government authorities with a dashboard considered as trending, and authorities should focus on such that organizes complaints into five categories: (1) new; matters to develop permanent or long-term solutions. The (2) in process; (3) escalated; (4) forwarded; and (5) resolved. manual also calls for the submission of monthly reviews of Incoming complaints are hosted under the new complaints complaint data and regular reports about complaint resolution icon. The in-process stage involves steps such as initiation processes to the respective heads of organizations. The PMDU’s of action, assignment of complaints to the concerned officer, team is supposed to conduct regular reviews of complaint and processing until resolution. The complaint automatically handling at all levels and to evaluate the performance of public moves to the escalated category when it is not resolved organizations based on the time it takes to resolve complaints, within the standard timeframe. The system records escalation the number of complaints received, the quality of responses in two stages. The first stage, initial escalation (red icon) is to citizens, the quality of the proposed resolution, and citizen activated if the complaint has not been resolved within 10 days feedback. of submission. The complaint moves on to the second stage, super escalation (black icon) on the 21st day after submission. Appeals The forwarded complaints category highlights complaints Citizens can provide feedback about a proposed resolution that have been sent to other federal or provincial authorities. on the application. If a citizen is dissatisfied, the PMDU Focal persons should ensure that complaints are forwarded to administration can reopen the case. the concerned organization as necessary within 24 hours of receipt. The category of resolved complaints keeps track of the SOCIAL INCLUSION resolution proposed to the citizen. While marking a complaint According to the 2018 User Guidelines Manual for Complaints as resolved, the grievance focal point must enter remarks and Suggestion Handling, three core principles of the PCP are regarding the proposed resolution in the dashboard, attach the that the system should be: (1) accessible; (2) approachable; notification made to the complainant, and clearly refer to the and (3) fair and factual. The portal is available in Urdu and rules and regulations that were applied to resolve the case. English. However, the PCP is designed to function primarily Complaints marked as resolved or that were closed in error can via a smartphone application, which raises concerns about be reopened either by a grievance focal point or by the PMDU the extent to which technologically disenfranchised people if a determination is made that the concerned organization can use it. August 2020 data suggest that the portal’s users has not properly resolved the complaint on its merits. Upon are overwhelmingly male (93.1 percent versus 6.7 percent resolution, users receive a notification message of the outcome female and 0.2 percent other). In terms of confidentiality, the of the complaint; they can indicate on the application whether portal allows users to choose a “hide identity” option, but or not they are satisfied with the proposed solution. some nongovernmental organizations (NGOs) suggest that government departments tagged in complaints can still see or access the identity of users (Yousafzai 2020). 82 PART 2. CASE STUDIES OUTCOMES municipal services, followed by energy and power (18 percent), Statistics education (11 percent), and human rights (8 percent). The report In January 2020, the Prime Minister’s Office reported a complaint includes the 10 heads of organizations with the highest numbers resolution rate of 91.32 percent (Prime Minister’s Office 2020) of complaints resolved and the officers with the highest number and that over 1.3 million registered users had submitted over of super-escalated complaints (complaints that have not been 1.6 million complaints (94 percent originating from Pakistan; resolved in the stipulated timeframe) (Prime Minister’s Office 5.7 percent from overseas Pakistanis, and 0.3 percent from 2020). foreigners). By February 2021, the number of registered users had increased to 3.1 million (DNA 2021). Despite the high officially reported complaint resolution rate, some NGOs question the extent to which the portal truly helps The PMDU publishes data about the PCP’s statistics once per citizens (Yousafzai 2020). According to August 2020 figures, year on average. In January 2020, it reported that out of the only 38.52 percent of users had expressed satisfaction with the nearly 1.4 million registered users, 48,349 were students; response provided by government departments (The Express 34,995 were businessmen; 33,277 were engineers; 20,025 were Tribune 2020), and many pointed out that complaints seem to civil servants; 16,437 were teachers; 14,579 were from the be frequently marked as resolved even though the issue is not corporate sector; 9,542 were in the armed forces; 8,816 were actually solved from the complainant’s point of view. As of April doctors; 6,841 were social workers; 4,616 were lawyers; 2021, the smartphone application had a ranking of 3.8 out of five 2,990 were senior citizens or retired; 2,615 were political workers; stars on Google’s Playstore. 2,309 were journalists; and 1,695 were from NGOs. Data provided also include a regional breakdown revealing that the majority PROMOTIONAL MATERIALS of complaints (43.93 percent) originated from Punjab. Data It appears that the main communication efforts surrounding the also includes a breakdown of the percentage of complaints PCP are done by the PMDU and the prime minister himself, who received and resolved by provinces. Statistics also reveal that repeatedly encourages citizens to use the platform. the majority of complaints (around 20 percent) were related to Other Departments Provincial health care commissions over the Directorate of Complaints. It was constituted to Some of Pakistan’s provinces have their own health care develop and implement charters that enumerate the rights and commissions—statutory bodies that regulate the delivery of responsibilities of patients, health care service providers, and health care services. The Punjab Healthcare Commission, for health care establishments, and to ensure that all complaints example, was established in 2011 to regulate both public and are managed efficiently and effectively. The commission private sector hospitals and to improve the quality of health distinguishes between complaints linked to management, care across the province. It manages a complaint management clinical care, relationships, and behavior (see the complaints system according to 2014 regulations. Section 6 mandates it to categories developed here and a complaints flowchart here). investigate citizens’ complaints linked to “medical negligence, The Khyber Pakhtunkhwa Healthcare Commission (KPHCC), maladministration, malpractice, or failure in the provision of established by the KPHCC Act of 2015, has a Directorate of health care services” (Chaudhry, Ebrahim, and Naqvi 2015). The Complaints Management and Legal, which explicitly advises Sindh Healthcare Commission, established in 2013, presides health care facilities in establishing their own complaint 83 PART 2. CASE STUDIES management systems with the support of and facilitation by 270–A. The ombudsman is headquartered in Islamabad, with the KPHCC. The Balochistan Healthcare Commission, established regional offices in Lahore, Sukkur, Quetta, Faisalabad, Multan, in 2019, has similar provisions (see article 24 of the act that Dera Ismail Khan, Peshawar, Karachi, and Hyderabad. Other established it). ombud agencies in Pakistan include Provincial Ombudsman (Mohtasib-e-Aala), with offices in Punjab, Balochistan, Khyber Provincial education departments Pakhtunkhwa, and Sindh; a banking ombudsman; a federal Some Provincial School Education Departments have developed insurance ombudsman; and a federal tax ombudsman. Under their own complaint management systems. For example, the the Protection against Harassment of Women at Workplace government of Punjab’s School Education Department provides Act 2010, the position of federal ombudsperson for protection a web-based complaint management platform combined against harassment of women at workplace was established. with an official helpline (042 111 11 2020), 107 which receives The act also provides for similar offices at the provincial level. and investigates any complaints related to public or private school. The five main proposed complaint categories are: Waste management bodies (1) administrative (insufficient teachers, new school required, The Sindh Solid Waste Management Board in Karachi created proposed school upgrade, school timing, textbooks not received, an online app to receive feedback from customers about all illegal occupation in school, security, cleaning, school funds, waste-collection and sanitation-related issues (SAMAA 2020). and e-transfer system); (2) facilities (boundary wall, classrooms, After opening the application, a complainant must log in by dangerous building, drinking water, electricity, furniture, entering a name and contact number. The system provides a playgrounds, and toilets); (3) teacher behavior (homework one-time password for that number to verify the identity of the and punctuality); (4) unfair treatment (corporal punishment, complainant. The complainant is able to register the complaint discrimination, financial extortion, and harassment); and by noting the location of the concern, inputting a name and (5) stipends. mobile number, and uploading related images. The complainant is then able to view the status of the submission in a dedicated Ombud system folder titled “My Complaint.” All complaints are forwarded to the Pakistan’s constitution of 1973 provides for a federal board’s command and control center for processing, and every ombudsman; the institution was created by Presidential complaint must be resolved within eight hours. Order 1 of 1983 establishing the Office of Ombudsman (Wafaqi Mohtasib). It is incorporated into the constitution in article 107. See http://www.pakistanhotline.com/2019/05/online-schools-complaint-system-punjab.html. 84 16. Singapore Enabling Environment Opportunities for citizens to submit complaints and provide the Community Mediation Centers Act and the Mediation Act, feedback to the government are governed by the Prevention which promote and facilitate the resolution of disputes through of Corruption Act and the Penal Code, which give citizens the mediation.108 right to complain about maladministration and corruption, and REACH Spearheaded by the Ministry of Communications and Ministry of Communications and Information staff review the Information, REACH 109 (Reaching Everyone for Active Citizenry feedback and convey it to relevant government agencies for at Home) is the lead agency facilitating whole-of-government investigation and resolution.111 The approach to addressing efforts to engage and connect with citizens on national and feedback submitted through the REACH discussion forum is social issues. REACH began as the Feedback Unit in 1985. In similar, and responses from government agencies are posted October 2006, the unit was renamed REACH and restructured on the relevant discussion thread.112 Citizens can share their to move beyond gathering public feedback to become the lead assessment of the response to complaints through the online agency for engaging and connecting with citizens. In January feedback mechanism. They can use the REACH web page to 2009, REACH was appointed as the Singapore government’s acquire up-to-date information, as well as other sources, such as e-engagement platform. Citizens can lodge complaints through the REACH Bytes e-newsletter, REACH News, the REACH mailing an online feedback form, email, regular mail, Twitter, Facebook, list, Facebook, Instagram, and Twitter. discussion forum, a toll-free hotline, fax, or SMS. REACH also organizes face-to-face engagement sessions, such as public Beyond handling complaints, REACH offers multiple ways forums, dialogue sessions, and feedback booths. 110 Upon receipt for citizens to engage with public issues, including joining a of feedback, complainants are provided with a reference number WhatsApp Group Chat to provide feedback on national policies, to track the status of their complaint by telephone or email. join public consultations and events, and participate in e-polls. OneService Singapore’s Municipal Services Office works with key government its other features, this app has a “submit case” feature that agencies, town councils, and community partners to improve allows users to submit feedback without needing to know the feedback management and customer service for municipal appropriate agency to direct it to. Users select the relevant services. Its OneService application is one-stop community category (e.g., roads and footpaths or drinking water), upload a platform to address residents’ diverse needs. In addition to photo, and provide a short description of the concern. The case 108. The information in this case study based solely on desk-based research. 109. See https://www.mci.gov.sg/portfolios/public-comms/initiatives/others/reach-portal. 110. See https://www.reach.gov.sg/about-us/about-reach. 111. See https://www.mci.gov.sg/portfolios/public-comms/initiatives/others/reach-portal. 112. See https://www.reach.gov.sg/read/terms-of-participation-for-reach-events. 85 PART 2. CASE STUDIES is automatically routed to the relevant agency or town council distancing feedback category that lets users submit feedback for follow up, and a user can track the progress of a case on on safe distancing infringements, which helps agencies identify the “history” tab. Since the onset of the COVID-19 pandemic, hotspots where restrictions must be more effectively enforced. the Municipal Services Office has introduced a dedicated safe Other Departments Public Utilities Board itemized billing, and financial discrepancies. In their petition, The Public Utilities Board is responsible for the collection, complainants are asked to define the cause of dissatisfaction production, distribution, and reclamation of water in Singapore. and to share their particulars (name, gender, age, and contact Citizens can submit queries and other feedback regarding water information). The response time for a health care institution leaks; water bills; unscheduled water interruptions; drainage to respond to a complaint is 7–21 days.114 If complainants are cleanliness; sewer chokes; and other issues related to water dissatisfied with the institution’s response, they can contact supply, drainage, or sewerage. They can use online help and other institutions, depending on the nature of the feedback. feedback forms as well as local and international numbers for If the feedback relates to national-level health care services, a 24-hour-a-day call center. Upon submission of a complaint, safety issues related to public health, or queries about the the petitioner receives a receipt of acknowledgment with a health finance policy, citizens can use an electronic form on reference number for following up. General feedback and 113 the ministry’s website or hotline. The Ministry of Health has an inquiries are answered within three working days, and complex electronic system that logs every public query and assigns it a concerns are resolved within 14 working days. Another feedback system number with a date and time stamp. Expected response mechanism instituted by the Public Utilities Board is the times are 7–21 days. Whistleblowing Channel, an independent line for employees, contractors, customers, and other stakeholders to report in good Complaints against medical practitioners are lodged with the faith for investigation and action any unethical, fraudulent, Singapore Medical Council, which responds to general queries or corrupt practices without fear of retaliation, subject to in three to seven working days and takes up to nine months applicable laws. Users can submit complaints electronically or to resolve complex cases. Feedback regarding the professional by mail. Whistleblowers must identify themselves; share their conduct of nurses is submitted to the Singapore Nursing Board, contact information; and provide specific details, including dates which responds to queries within seven working days and or period of the suspected activity, the staff involved, place resolves complex cases within five to six months. Additional (name and location), the value of any money or assets involved, instructions regarding the management of complaints about and other details. dental and pharmaceutical issues, service quality, and billing and financial disputes are available here. Health The Ministry of Health’s guidance on the health care dispute Transport resolution process encourages complainants to first raise Citizens can share feedback regarding service delivery by using their concerns with the relevant health care institution the number listed for the Ministry of Transport’s quality service via regular mail or email for issues such as medical care manager and submit general feedback and queries via the management, service quality of medical staff, queries regarding online feedback form. They can also provide feedback on any 113. See https://app.pub.gov.sg/feedback/Pages/HelpAndFeedback.aspx. 114. See https://www.moh.gov.sg/contact-us/inquiries-and-complaints-guide. 86 PART 2. CASE STUDIES matter relating to bus, train, and taxi services—such as fare Appeals related to compensation awards for the compulsory regulations and penalty fees—to the Public Transport Council. acquisition of land are under the jurisdiction of the Ministry of They can use the feedback form on the council’s website or Law’s Appeals Board. For a petitioner to be entitled to appeal a contact the council via mail, telephone, facsimile, or email. For Collector of Land Revenue’s award to the Appeals Board, he or issues related to land transport infrastructure and systems, she must first receive the awarded compensation amount under citizens can reach out to the Land Transport Authority (LTA). protest of its sufficiency. Procedures and timelines for lodging They can use one of the LTA’s hotlines, such as the customer an appeal are accessible on the ministry’s web page.115 service hotline for giving feedback on matters such as parking requirements for automobiles, commuter facilities, road Labor maintenance, and traffic conditions, or the illegal parking The Ministry of Manpower receives and addresses feedback hotline. Users can submit queries through LTA’s chatbot or regarding violations of the Employment Act, particularly those through the contact form on its web page. LTA’s service charter related to work passes, employment practices, workplace outlines service standards, including answering calls within safety and health, employment agencies, foreign workforce 20 seconds, attending to 100 percent of walk-in appointments management, and general feedback. Feedback and queries can within 15 minutes, responding to simple email feedback and be submitted online, by phone, and at the ministry services inquiries within three working days, and responding to more center. The ministry also utilizes the Tripartite Alliance for complex issues within three calendar weeks. Guidelines on Dispute Management (TADM) to receive and resolve workplace complaint management for maritime- and port-related issues grievances.116 TADM helps employees and employers manage and civil aviation matters are available online. employment disputes. Self-employed people manage payment- related disputes through advisory and mediation services. Land Mediation is used to address salary-related claims, breaches The Singapore Land Authority is a statutory board under of the employment contract, and wrongful dismissal claims. the Ministry of Law. It addresses feedback related to land Complainants can contact TADM via e-form, email, letter, administration and management. Citizens can use its web page or in-person appointment, and they are required to pay a to submit compliments or feedback on service improvement nonrefundable registration fee for mediation. Upon receiving the or to share feedback on nonservice-related issues, such as complaint, TADM sends an acknowledgment email and a case maintenance or rental of state property or land and registration reference number for following up; a case officer then contacts of property transactions. They can also contact the e-service the complainant within two weeks.117 TADM’s YouTube video and help desk or make an in-person appointment with the Singapore brochure provide information about the mediation process, and Land Authority’s customer service counter. The timeline for its website provides more detailed information on mediation addressing general queries and feedback is three working rules and procedures. days. For case-specific issues, the timeline is 14 working days. 115. See https://www.moh.gov.sg/contact-us/inquiries-and-complaints-guide. 116. The Tripartite Alliance for Dispute Management (TADM) is jointly set up by the tripartite partners: the Ministry of Manpower, National Trades Union Congress and Singapore National Employers Federation. 117. See https://www.tal.sg/tadm/FAQs/Contact-Us-Form/Case-Officer. 87 17. South Africa Enabling Environment In addition to South Africa’s constitution (chapter 10, section Africa’s Complaints and Compliments Management System for 196), which gives citizens the right to complain about public public services. The 2013 Citizen Complaints and Compliments service delivery, the 2001 Public Service Regulation stipulates Management Framework applies to all line and sector that each department shall put in place mechanisms to redress departments responsible for public service delivery and provides complaints related to service delivery. The White Paper on a uniform approach to complaint management in the public the Transformation of Service Delivery (also known as the sector. 1997 Batho Pele Principles) constitutes the backbone of South The Presidential Hotline CONTEXT HOW DOES IT WORK? Brief description Uptake channels Launched by the Presidency in 2009, the Presidential Hotline Uptake channels for the hotline include a call center, fax, email, has been hosted by the Department of Planning, Monitoring and regular mail, e-form, and a mobile app. Evaluation (DPME) since 2011. It is intended to provide citizens with an avenue for lodging complaints and queries when there Processing system: Follow-up responsibilities is a lack of response from other complaint mechanisms and Fifteen DPME hotline agents are on call between 6:00 a.m. and to underscore the importance of complaint management as 10:00 p.m., Monday to Friday. They log details of complaints a strategic issue for public sector management. The DPME and queries in an automated information system and provide manages three types of complaints and queries through this a reference number to the hotline user. Each complaint is hotline. Its call agents respond to requests for information assigned to a specific line department or agency (national or about government services. They also allocate requests for provincial) to investigate and address. For complaints related detailed information and complaints that require resolution to provinces and municipalities, the Office of the Premier must by specific departments (e.g., issues related to employment, provide oversight to ensure that the complaint is investigated housing, social services, citizenship, electricity, education, and resolved.118 All departments and provinces have live and health). The DPME’s hotline team provides facilitation access to the call log and reporting system and can view the and coordination support for issues involving more than one complaints they have been assigned. department and resolution of special cases requiring urgent attention. Issues beyond its purview include outcomes of The Department of Public Service and Administration requires legal, disciplinary, and dismissal proceedings and requests line departments to follow three stages in resolving complaints. for employment and funding. The DPME also monitors responsiveness and resolution rates and provides technical Stage One (immediate attention and resolution). Verbal support to other departments to improve responsiveness. It also complaints should be acknowledged immediately or within analyzes complaints data and presents it findings to the cabinet. 24 hours and resolved accordingly. An unresolved verbal complaint should be documented and referred to the stage two. 118. See https://www.dpme.gov.za/keyfocusareas/hotlineSite/FAQ/Presidential Hotline FAQ’s 01.pdf. 88 PART 2. CASE STUDIES Stage Two (investigation, information-gathering and decision Modalities for resolution and citizen satisfaction making). Complaints should be acknowledged within five Since 2012, the DPME has conducted satisfaction surveys working days and resolved within 15 working days of their regarding the performance of the Presidential Hotline. This receipt. If a complaint cannot be resolved within 15 working entails implementing a telephonic survey of citizens whose days, it should be escalated to stage three for internal review, complaints have been recorded as resolved and asking them and the complainant should be advised about the escalation to rate the hotline’s service. Findings of DMPE’s 2018–19 in writing. Alternatively, if a line department needs more than annual report indicate that the average client satisfaction 15 working days to resolve a complaint, it can write to the rate was 67.65 percent. Hotline users gave the lowest rating complainant to explain the reasons for the delay and when for communication (specifically insufficient or infrequent the complainant can expect a response. A copy of this notice communication during the investigation process) and the time is sent to the head of the Department of Public Service and taken to resolve complaints. Administration. Each line department uses the call log and reporting system to record how the complaint was addressed if Appeals the case is closed. 119 The Promotion of Administrative Justice Act indicates that citizens have the right of review and internal administrative Stage Three (internal review). If the complainant is appeal. When the 25 working days that a department has to dissatisfied with the outcome of stage 2, a higher authority resolve a complaint have elapsed or if complainants are not in the department reviews the complaint, undertakes further satisfied after stage 3, they can approach an independent investigation in no more than ten working days from the date statutory institution, such as the Public Protector, the Public it was received at stage 2, and signs off on the final solution Service Commission, or any statutorily prescribed mediator based on the findings. institution, based on the nature of the complaint.121 Timeframes and service standards Monitoring and analysis The DPME’s Annual Report for 2018–19 indicates that The DPME monitors the hotline, publishes quarterly data on complaints are acknowledged within five days of receipt and complaints, and issues regular performance reports to the that preliminary investigations are conducted and complaints cabinet, which manages the hotline’s performance as a strategic referred to relevant departments or institutions within seven project and discusses the complaint management performance days. Line departments are expected to resolve complaints of each department and province. Additionally, the DPME is within 25 working days from the date of receipt. Soon after using data from the hotline to inform its unannounced frontline the launch of the hotline, the DPME had set a benchmark service delivery monitoring visits and has begun to engage with for resolving complaints at 80 percent. Monthly scorecards departments and municipalities against which complaints are assessing the performance of each department and province more frequently lodged. In line with this mandate, the DPME were submitted to senior managers and to the cabinet. 120 supports government departments, provinces, and municipalities in monitoring and managing their performance in line with the Framework for Strengthening Citizen-Government Partnerships for Monitoring Frontline Service Delivery.122 119. See https://www.dpme.gov.za/keyfocusareas/hotlineSite/FAQ/Presidential Hotline FAQ’s 01.pdf. 120. See https://www.dpme.gov.za/keyfocusareas/hotlineSite/Presidential%20Hotline/Four%20Years%20of%20the%20Presidency%20Hotline.pdf. 121. See https://www.dpme.gov.za/keyfocusareas/hotlineSite/Presidential%20Hotline/Four%20Years%20of%20the%20Presidency%20Hotline.pdf. 122.  See “A Framework For Strengthening Citizen-Government Partnerships For Monitoring Frontline Service Delivery.” https://www.dpme.gov.za/publications/Reports%20 and%20Other%20Information%20Products/CBM%20Framework%20Cabinet%20July%202013.pdf. 89 PART 2. CASE STUDIES Budget of fiscal 2020/21 (April–June) provides an overview of the The budget appropriation for frontline and citizen-based service Presidential Hotline’s performance with a special focus on delivery monitoring and complaints resolution was Rand 59,380 COVID-19-related cases during the lockdown period. The hotline for fiscal year 2017/18 and Rand 50,303 for fiscal year 2018/19 team logged 2,619 cases for all nine provinces, with the highest (Republic of South Africa. 2020).  number of calls received from Gauteng (44 percent), followed by KwaZulu-Natal (20.3 percent). Overall, the number of calls SOCIAL INCLUSION peaked in April and declined in May and June. Most calls were South Africa’s Complaints and Compliments Management queries about food parcels, the Unemployment Social Relief System is based on the eight Batho Pele Principles (“people Grant, the Unemployment Insurance Fund, health services, and first” in Sesotho), which calls for consultation, service law enforcement. Only 19.7 percent of the received calls related standards, redress (citizens should be offered an apology and a to basic service delivery. The quarterly report for December 2016 solution when standards are not met), equal access, courtesy, indicated that the case resolution rate increased from 93.25 to information, openness and transparency, and value for money. 94.5 percent between April and November 2016. During that time, Moreover, the Presidential Hotline can be used by any member appeals against sentences and issues related to employment of the public who has a query, complaint, or compliment and social benefits were the top three national issues reported about public service; and complainants have the option of to the hotline. Housing, employment, and electricity were key communicating in the South African language of their choice provincial-level issues. (Republic of South Africa 2019). PROMOTIONAL MATERIALS OUTCOMES The DPME’s web page provides information regarding the The DPME publishes quarterly reports with statistics on Presidential Hotline. A YouTube video has also been published to complaint management and impact/success stories from this effect. users of the Presidential Hotline. Its report for the first quarter Other Departments Department of Health operating procedures to manage complaints, compliments, Complaints regarding the provision of health services can and suggestions; and a training manual about the reporting of be reported directly to the Department of Health or through complaints, compliments, and suggestions. provincial-level complaint lines. Procedures outlined by the National Health Act for health care providers include The national guidelines for reporting a patient safety incident acknowledging complaints within five days, allocating reference and for managing complaints, compliments, and suggestions numbers to complaints and informing complainants of the went into effect on April 1, 2018. A web-based information estimated time it will take to address their concerns, resolving system (https://www.idealhealthfacility.org.za) for managing complaints within 25 working days, and reporting on complaint complaints and incidents was developed to help facilities indicators in monthly reports to provincial offices. Guidance for implement the guidelines. The purpose of the information primary health care facilities includes national guidelines for system is to assist provincial departments of health in managing complaints, compliments, and suggestions; guidelines implementing the then newly published national guidelines, for districts; guidelines for hospitals to develop standard to adhere to the norms, standards, and regulations applicable 90 PART 2. CASE STUDIES to different categories of health establishments, and to collect 19,005 Unstructured Supplementary Service Data messages in data on complaints and incidents with the aim of improving the form of short messages that read “please call me,” and quality and safety of care by preventing the recurrence of similar 582 SMS communications. The GBVCC has been selected as the incidents. The 2020–21 national annual patient safety incidents winner of numerous service awards, including the 2015 Global and complaints report provides a detailed overview of statistics Best Technology Innovation Award and the 2014 AfricaCom on complaint indicators, categories, number of patient safety Changing Lives Award. incidents, severity of patient incidents, and other issues. Department of Employment and Labor Feedback forms, posters, and a patient’s rights charter are Citizens can submit their complaints, queries, and other available in numerous languages, including English, Sesotho, feedback regarding inspection and enforcement services, labor Sepedi, Afrikaans, Tswana, Xhosa, and Zulu. policies, and industrial relations, the Compensation Fund, the Unemployment Insurance Fund, and other issues via email, SMS, Department of Social Development phone, regular mail, or e-form, or via customer care boxes at Housed in the Department of Social Development, the local labor centers. Recently, the Department of Employment Gender-Based Violence Command Centre (GBVCC) operates a and Labor launched the Impimpa Hotline for workers to report national call center 24/7. Members of the public can contact cases of employer noncompliance with the national minimum the call center by using an emergency phone number, a Skype wage. address (Helpme GBV) for people with hearing impairments, an SMS number for people with disabilities, and a number Road Traffic Management Corporation for Unstructured Supplementary Service Data messages. All As part of its mandate to ensure the safe, secure, and calls are referred to field social workers for GBVCC telephonic responsible use of roads in South Africa, the Road Traffic trauma counseling. Cases of gender-based violence referred Management Corporation established the National Traffic to the GBVCC include domestic violence, rape, physical abuse, Call Centre to collaborate with road users and commuters in indecent assault, verbal abuse/intimidation, abandoned identifying the nature, time, location, and frequency of road children, stalking, economic abuse, emotional abuse, sexual traffic offenses, as well as fraud, bribery, and corruption in harassment, forced marriage, forced prostitution, forced traffic management, control, and law-enforcement. Road users abortion, human trafficking, exploitation of domestic workers, and commuters can report these issues via the call center or and elder abuse. Non-GBV-related cases include issues of facsimile. The Road Traffic Management Corporation’s web page substance abuse, family disputes, adoption, and child custody. provides details about the information that should be reported The center’s web page includes annual reports and anonymous to the National Traffic Call Centre and how this information is testimonials from its service users. Its fiscal 2019 annual report utilized to improve road safety. indicates that GBVCC received and responded to 120,707 calls; 91 18. Republic of Korea Enabling Environment Legislation governing civil complaint management and functions on Administrative Appeals. In 2018, the government created an of the Anti-Corruption and Civil Rights Commission (ACRC) include official online channel on the website of the Presidency where the Act and Enforcement Decree on the Prevention of Corruption citizens can file petitions. The idea was that if a petition received and the Establishment and Management of the Anti-Corruption the backing of over 200,000 people within 30 days, a responsible and Civil Rights Commission and the Act and Enforcement Decree senior-level government official would respond to it. Anti-Corruption and Civil Rights Commission CONTEXT business complaints team. The ACRC has meetings with entities Brief description experiencing low acceptance rates of their recommendations The ACRC was launched on February 29, 2008, by integrating the to devise strategies for handling civil complaints. It reports on ombudsman of the Republic of Korea, the Korea Independent the compliance of each institution with its recommendations Commission Against Corruption, and the Administrative Appeals during cabinet meetings and during policy consultation Commission. The ACRC’s complaint management functions meetings between central administrative agencies and local include: (1) addressing civil complaints that inconvenience or governments to encourage agency heads to adopt the ACRC’s burden citizens; (2) protecting people’s rights from illegal and recommendations. unfair administrative practices through the administrative appeals system; and (3) making recommendations to improve HOW DOES IT WORK? laws or systems that are unreasonable and that could lead Uptake channels to civil complaints or a corruption-prone environment. As of Complaints and other feedback can be submitted by mail, fax, December 2019, ACRC ombudsmen were operational in 42 local or in person, or through channels such as the E-People communities. government portal124 and the 110 Integrated Government Call Center.125 Petitioners can access the 110 service on its website or Number of departments and entities mobile application. They can also make reservations for a phone The ACRC’s purview includes all central administrative agencies, counseling session. Other options for counseling include ACRC’s local autonomous bodies, metropolitan and provincial offices “Visible ARS” Smart Counseling System and online counseling of education, and major public service-related institutions. through chat and social media. Moreover, ACRC’s onsite outreach Members of the public can submit petitions and proposals and program, Mobile E-People, is intended to reach out to citizens to report on budget waste and public-interest violations. They can resolve complaints in the field, and its Government Complaints also contribute to policy discussions, specifically through the Counseling Center provides counseling for complex complaints E-People portal. Repetitive or unusual complaints 123 are under involving multiple government institutions “in one place at one the purview of the ACRC’s special complaints investigation team, time.” and petitions submitted by businesses are managed by the 123. These include cases where the petitioner files a complaint repeatedly or engages in aggressive activities such as protests, disturbances, violations, blackmail, threats, and accusations. 124. The E-People portal interconnects 47 central agencies, 144 embassies and consulates, 195 educational agencies, 244 municipalities, the court administration agency, and major public institutes. 125. See ACRC Annual Report 2019. Anti-Corruption and Civil Rights Commission. https://www.theioi.org/ioi-members/asia/korea-republic-of/ anti-corruption-civil-rights-commission-of-the-republic-of-korea. 92 PART 2. CASE STUDIES Processing system: Follow-up responsibilities Appeals Feedback submitted to the ACRC is directed to one or more The ACRC’s rulings on administrative appeals, including appeals suitable agencies that can address the issue most effectively. for revocation,126 affirmation of nullity,127 and performance of There are counselors available to respond to people reaching obligation,128 are legally binding on administrative agencies. out to the 110 Call Center and process simple issues. The call An appellant can submit an administrative appeal to the center has also introduced a “call back” option to respond disposition agency or the ACRC via personal visit, mail, or the to nonurgent issues at a later time or when an immediate online administrative appeals system. Appellants can also response cannot be provided. Counselors direct more complex use the online system to check the status and result of their matters (such as those related to taxation, labor, or welfare) appeal after submission. The disposition agency responds to the to specialized call centers or the complaint-handling systems appellant’s appeal within ten days of receipt of the application of the concerned agency. When a complainant is connected to and presents it to the ACRC, at which point the ACRC’s Central the relevant agency, details of the case that are documented Administrative Appeals Commission (CAAC) sends a response by the call center are transferred electronically. The relevant to the appellant explaining the agency’s opinion. It then sets agency investigates and resolves the issue and notifies the the date for deliberation after a thorough examination of complainant about the outcome. Complaints that require a more statements submitted by the parties. After deliberating and thorough investigation are investigated and deliberated by adjudicating as to whether the appealed case is illegal or unfair, the ACRC. ACRC investigators collect relevant information from it provides written notification of the results to the disposition the concerned administrative agenc(ies) and the complainant. agency and the appellant. In 2017, the commission introduced They may also request the attendance and testimony of an indirect enforcement system, which requires respondent complainants, respondents, and other stakeholders; conduct authorities that have delayed implementing administrative onsite investigations of related premises; and seek advice from appeal decisions to compensate appellants based on the specialists. Subsequently, the ACRC recommends corrective duration of the delay. measures or issues an official opinion regarding the complaint based on the investigation’s findings. Monitoring and analysis The ACRC collects big data on civil petitions through E-People Timeframes and service standards and local government channels (e.g., city and provincial portals). The ACRC notifies complainants of the progress on the It publishes periodic reports called “Voices of the People” by processing of cases within 30 days of receiving the petition. analyzing complaint-related big data to identify weekly and Resolutions are communicated within 60 days of receipt, monthly trends in civil complaints and complaints related to a period that may be extended by 30 days in exceptional major national policies, social issues, and issues of public circumstances. interest. The ACRC’s complaint forecast system monitors the complaints of the previous three years. It selects cases that Modalities for resolution and citizen satisfaction occur more frequently at specific times and then forecasts the For complaints that are directed to relevant agencies and types of complaints and major cases it expects one month in addressed by them, complainants have the option of using the advance so relevant institutions can prepare adequate response E-People platform to submit an evaluation of their satisfaction measures. level with the resolution of their complaints. 126. Appeals for revocation or modification of an illegal or unjust disposition rendered by an administrative agency. 127. Appeals for affirmation of the effectiveness or ineffectiveness of a disposition, or the existence or nonexistence of such disposition. 128. Appeals for a specified disposition against an illegal or unjust disposition of refusal or omission. 93 PART 2. CASE STUDIES The ACRC’s Complaints Big Data at a Glance service visualizes Administrative Appeals Commission launched a state-appointed complaints data, enables users to download core data (e.g., agent system for administrative appeals in 2018, through which the current state of complaints by region, institution, and it provides support to state-appointed agents for claimants who sector), and makes it possible for users to generate statistics cannot afford them. customized to their needs. The next generation of the service, introduced in 2019, includes additional data analysis tools, such OUTCOMES as natural language processing and machine learning, as well as Overall, the ACRC has delivered corrective recommendations and more advanced data visualization tools. opinions on 3,002 complaints over the past five years, 2,632 of which (87.7 percent) were accepted by the relevant agencies. In Budget 2019, the ACRC delivered 330 corrective recommendations and The ACRC’s annual budget for 2019 was KRW 87.498 billion. 340 opinions for complaints related to finance and taxation This included KRW 44.873 billion for personnel expenses, (14.2 percent); housing and construction (13.3 percent); urban KRW 7.294 billion for basic expenses, and KRW 35.331 billion areas and water (13.1 percent); and industry, agriculture and for primary work expenses. forestry and environment (12.5 percent). It also organized over 100 sessions through its On-site Outreach Program, with an SOCIAL INCLUSION onsite complaint resolution rate of 50.4 percent. ACRC’s business Korean citizens and foreigners living in the Republic of Korea complaints team received and handled 372 grievances cases can file complaints to the ACRC and other agencies. Anonymous in 2019, 131 of which were accepted, 6 resulted in corrective complaints and petitions are not allowed. The Integrated recommendations, 11 resulted in opinions, and 114 resulted in Government Call Center’s “Visible ARS” Smart Counseling mediation and settlement. The ACRC received 185 complaints System provides video counseling using sign language and through its corporate grievance meetings in 2019: it resolved interpretation services for people with hearing impairments. 75 cases, provided detailed information on policy and The 110 call center established free rates for phone calls in institutions in 43 cases, and was in the process of addressing October 2019 to facilitate cost-free public access. The ACRC’s 67 cases. Among petitioners who participated in the meetings, On-site Outreach Program is aimed at communicating with 73 percent indicated that they were satisfied with the sessions and providing opportunities for socially disadvantaged groups and that they found them to be helpful to their business to submit their petitions. It is categorized into local programs operations. The Central Administrative Appeals Commission and customized programs. The local onsite program arranges received 24,076 administrative appeals in 2019, 21,534 cases of for comprehensive complaints consultations during monthly which were closed during the year. visits to two to four local governments. The customized onsite program provides specialized counseling services for petitioners OUTREACH ACTIVITIES AND PROMOTIONAL MATERIALS who need social care, such as foreign workers and people with The ACRC uses a variety of outreach channels, such as the disabilities. In 2019, the ACRC launched the onsite outreach participation of its senior representatives on television and program bus to operate counseling tours in public places, radio programs, contributions to newspapers, and press releases. such as stations, terminals, and local festivals. Moreover, the In 2019, to help people understand the commission’s policies, ACRC provides translation services for foreigners,129 its On-site the ACRC’s task force on digital communication produced Outreach Program has windows for the submission of civil familiar and fun content that was distributed through its petitions in foreign languages, and the E-People platform official social media channels. The commission also launched provides multilingual services in 14 languages. 130 The Central its ACRC Vision YouTube channel, where it posts a range of 129. Translation services are provided in collaboration with the Korea Tourism Organization, Foreigner Service Center, and Korea Support Center for Foreign Workers. 130. The languages are English, Chinese, Japanese, Vietnamese, Mongolian, Indonesian, Thai, Uzbek, Bengali, Cambodian, Sinhala, Nepali, Russian, and Myanmar. 94 PART 2. CASE STUDIES content, including live-stream events. The ACRC releases boards. The “News and Publications” page on ACRC’s website promotional content about the 110 Government Call Center, hosts a “What’s New” section that provides updates; a photo E-People, administrative appeals, and other initiatives in various gallery; ACRC’s newsletters; and other publications, including formats, including videos; posters; leaflets; television, radio, annual reports, brochures, and assessments. and newspaper announcements; and bus and electronic display 95 19. Türkiye Presidency’s Communications Center (CIMER) CONTEXT Law 3071 of 1984 on the Right to Petition131 governs the rights Brief description of the citizens of Türkiye and foreigners residing in Türkiye to In 2006, Türkiye’s Office of the Prime Minister issued a circular submit their requests and complaints to the Grand National underlining the importance of public participation in governance Assembly of Türkiye and competent authorities in writing. and public administration. It asserts that Number of agencies and ministries a functional, fast and effective system for the transmission The public institutions falling under CIMER include the of citizen complaints, requests, views and suggestions presidency’s central organizations; presidential offices; boards regarding administration is a fundamental necessity for and affiliated bodies; public ministries; governorships; the the success of administration and for the functioning of Office of the Chief Public Prosecutor; district governorships; democracy” (Botan 2021). universities; metropolitan, provincial, and district municipalities; and special provincial administrations. Data from 2009 suggest Accordingly, BIMER (the Prime Ministry’s Communication that over 25,000 public institutions could be reached through Center), was established within the Prime Ministry’s the system.132 Department of Public Relations in the same year to accept any notices, complaints, proposals, or requests submitted by HOW DOES IT WORK? citizens; to forward them to the relevant public institutions Uptake channels for necessary action; and to provide general oversight of the Citizens can log their submissions electronically via process. With Türkiye’s 2018 switch from a parliamentary the centralized CIMER platform; the government’s main to an executive presidential system, the name of the Prime e-Government portal, which easily redirects users to CIMER; Ministry’s Communications Center (BIMER) was changed the ALO 150 hotline, operated by provincial governorates; letter to Cumhurbaşkanlığı İletişim Merkezi (the Presidency’s or fax to the directorate of communications; or in person by Communications Center, or CIMER) and put under the authority submitting an application to a public relations office located of the Presidency’s Directorate of Communications. in the offices of the president, ministries, governorates, and district governorates. Enabling environment Türkiye’s constitution, article 74, grants Processing system: Follow-up responsibilities Submissions are categorized into one of the following citizens and foreigners resident in [Türkiye the right to] apply categories: notices/allegations of misconduct (e.g., reporting of in writing to the competent authorities and to the Grand sexual harassment or bribery), suggestions (e.g., about traffic National Assembly of Türkiye with regard to the requests and regulations), requests (e.g., for social assistance), complaints complaints concerning themselves or the public. (e.g., garbage not collected or salary not paid), and obtaining information based on Law 4982 on Access to Information. Law 4982 of 2003 on Access to Information entitles individuals Photographs can be attached to submissions, and citizens can to access information held by public authorities and obligates also tick a “share my location” function if desired (e.g., in the the administration to provide requested information within case of an emergency or incident). The CIMER platform allows 15 working days (article 11). users to directly select the institution with which they want 131. See https://www.mevzuat.gov.tr/mevzuat?MevzuatNo=3071&MevzuatTur=1&MevzuatTertip=5. 132. See https://joinup.ec.europa.eu/collection/egovernment/document/prime-ministry-communication-center-bimer. 96 PART 2. CASE STUDIES to file their request. However, if the user does not know which complaint to CIMER or elevate it to the Ombudsman Institution institution to choose, the request is sent to the Directorate (www.ombudsman.gov.tr). of Communications by default, where it is forwarded to the relevant institution after a preliminary assessment. Requests Monitoring and analysis delivered to relevant government authorities are only available The Directorate of Communications is in charge of monitoring to the CIMER focal points of the respective institutions. These and analyzing complaints received over time. focal points evaluate and respond to the requests. SOCIAL INCLUSION Once a submission has been logged, the user can follow the When filing a submission with CIMER, users must indicate status of the cases using the tracking number generated at the their identity card number. The system only allows anonymous time of the application or by calling the ALO150 hotline. Answers submissions if the request is submitted as a whistleblower are sent to applicants at the email address indicated or, if no complaint. The broad range of uptake channels makes the email address is available, by mail to their correspondence system universally accessible except that the application must address. 133 be filed in the Turkish language. Timeframes and service standards OUTCOMES The public institutions to which citizens submit feedback must Statistics provide a definitive yes or no answer or an interim response According to the Presidential Communications Director, in within 30 days of submission. If the subject of the application January 2021, the number of CIMER petitions had increased is a request for information or a document that falls under by 90 percent over the previous year, with a total of 6 million Law 4982 on Access to Information, the prescribed response inquiries received (DuvaR.english 2021). However, neither this time is 15 working days. An applicant can submit only one data, nor any information on the types of petitions received request per day. annually, or the public institutions most frequently addressed via the system are publicly available. Appeals For cases that receive a negative response, the applicant should PROMOTIONAL MATERIALS be given information about available legal remedies and the In 2019, CIMER won the “Best Project” award for access to time periods within which appeals can be made. For example, information and knowledge by the United Nation’s International the administrative litigation period is 60 days. Applicants who Telecommunication Union during the World Summit on the do not receive feedback within this time period can resubmit the Information Society in Geneva (Doğantekin 2019). Other Mechanisms YIMER 157 grievances from foreigners, including refugees, via a hotline YIMER 157, which was launched as an emergency helpline for (157) and a website accessible in seven languages (Turkish, victims of trafficking in 2005, started working under the name Russian, Arabic, Pashto, Farsi, German, and English). Additional Foreigners Communication Center in August 2015, when it was communication channels include a phone number (+90 312 157 placed under the responsibility of the General Directorate of 11 22) and a fax number (+90 312 920 06 09). YIMER allows Migration Management. It provides information to and collects easy access to answers about questions related to issues 133. See https://www.cimer.gov.tr/. 97 PART 2. CASE STUDIES such as visa, residence permits, international protection, and lodging. MEBIM aims to answer citizen requests within three temporary protection but also provides 24/7 services to victims working days (72 hours) via telephone, SMS, or email. of migrant smuggling and human trafficking at sea, including for the identification of victims of rescue operations. As a result Statistics available for the period 2012–18 reveal that citizens of 501 denunciations received between August 20, 2015, and used MEBIM’s ALO 147 primarily to obtain information January 19, 2020, the YIMER platform reports that 11,606 lives (91 percent), but also to submit requests (3.7 percent), suggestions were saved. 134 The website indicates the number of received calls (3.6 percent), and notices or complaints (1.8 percent). About on any given day, during the current month, during the current 95 percent of citizen applications were answered during the year, and overall. In 2020, YIMER won a gold medal at the EMEA first point of interaction. About 5 percent of applications were (Europe, Middle East, and Africa) regional competition for “Best forwarded to the central and provincial units of the Ministry of Emergency Services.” 135 Education for further examination, research, or investigation.136 Ministry of Health: Communication Centre (SABIM) During the COVID-19 pandemic, MEBİM’s contact center also service line “ALO 184” worked as a psycho-support hotline. With the help of school and The Ministry of Health instituted a communication center, called psychological counselors from 81 cities, it provided 24/7 psycho- SABIM, in 2004 to receive patient complaints, problems, and social support for people suffering from COVID-19-related mental suggestions. Users can submit feedback to SABIM by phone health issues. (ALO 184 line, which operates 24/7), online, or in person at a patient communication unit. According to a statement made by minister of national education in 2020, the communication center was “revamped Operators at the 184 SABIM call center record and reply with robots equipped with artificial intelligence systems,” which to applications using specialized software. The recorded helped it to win second prize for “Best Communication Center” applications are assessed by SABIM officials and transferred out of more than 50 countries at Contact Center World’s Awards to related administrators. Analysts working at ministry 2020.137  headquarters or field units have online access to the system where they can view the duties assigned to them, take Ministry of Labour and Social Security: required actions, and report results. From 2004 to 2009, Work Life Communication Centre: ALO 170 36,640 complaints were reported to the ALO 184 line The ALO 170: Work Life Communication Center, which was (Bostan, Kilic, and Ciftci 2014). launched on November 15, 2010, responds 24/7 to all calls relating to the Ministry of Labour and Social Security, the Social Ministry of National Education’s, communication center Security Institution, and the Turkish Employment Organization. service line When calling ALO 170, a reference is created in the name of MEBIM, the Ministry of National Education’s communication the citizen, and an application tracking number is provided. The center and 444 0 632 contact center (known as the ALO 147 call user may receive information regarding their applications by line until 2018) allow the ministry to provide teacher-oriented calling again after 72 hours. The call center will address all types services on issues such as relocation procedures, salaries, of notifications, applications, complaints, and feedback about additional course fees, professional studies, education and work issues and social security. Complaints usually address training allowances, personnel procedures, social facilities, and administrative transactions, social assistance mechanisms, and 134. See https://yimer.gov.tr/EN/About/90776bf3-fd30-45e9-bd26-1516853f3503. 135. See https://www.contactcenterworld.com/view/contact-center-article/awards-winners-celebrate-with-gold-best-in-europe-middle-east-africa-2020.aspx. 136. http://datca.meb.gov.tr/www/mill-egitim-bakanligi-iletisim-merkezi-mebim-alo-147/icerik/296. 137. See http://www.meb.gov.tr/ministry-of-national-education-communication-center-mebim-is-awarded-with-second-prize/haber/21896/en. 98 PART 2. CASE STUDIES staff behavior, such as honesty in the determination process for covers principles and procedures related to the collection receiving assistance. and assessment of customer complaints and provision of information to the customers (article 2d). The website provides data on the number of citizens currently using the hotline, the number of citizens who have used the The Ministry of Energy and Natural Resources currently has hotline on a given day, how many calls were resolved on that a web page with a specific “Information Request” section same day, and how many applications were handled in a given that works jointly with CİMER. CIMER allows people to ask for month and in the current calendar year.138 information, make requests or suggestions, submit a complaint, or share a compliment. However, the ministry’s platform only Ministry of Agriculture and Forestry: Agriculture’s communi- allows for information requests; it does not cover other types of cation center inquiries and grievances. The ministry does not have a grievance The Ministry of Agriculture and Forestry has its own procedure that provides guidance to the applicants about the communication center called TİMER (Tarım İletişim Merkezi— steps to follow for submitting grievances or feedback about Agriculture Communication Center). Applicants can communicate ministry activities, and it does not communicate procedures for requests; suggestions; complaints; compliments; inquires for resolving requests submitted for the ministry’s attention. information; whistleblower complaints; and questions about livestock, agriculture, administration, food, forest, and water. Health sector: Patient Rights Units and Patient Rights Boards Communication channels include web pages (https://timer. In 2003, the Ministry of Health issued a directive entitled tarimorman.gov.tr or www.turkiye.gov.tr; a hotline (ALO 180); and “Practice of Patient Rights in Healthcare Facilities,” which mail (T.C. TARIM VE ORMAN BAKANLIĞI, Tarım ve Orman İletişim sought to increase the recognition of patient rights and their Merkezi, Üniversiteler Mahallesi Dumlupınar Bulvarı, No: 161, implementation into services. The directive describes the 06800, Ankara). mechanisms of the complaint procedure in the event of a rights violation. The document also defines the structure and duties Ministry of Agriculture and Forestry’s service line, of the newly created patient rights units and a Patient Rights “ALO Gida 174 Board (PRB), which serve as the foundation for the application Calls to ALO Gida 174 are forwarded to a call center that allows system and are the organs for the evaluation of any alleged the Ministry of Agriculture and Forestry to respond to citizens’ incident. A patient rights unit must be present in a hospital questions, complaints, and suggestions related to food issues. with 100 or more beds; a hospital with fewer than 100 beds Details are available at http://www.alo174.gov.tr/. must have a patient rights communication unit. The Ministry of Health has also enabled the establishment of patient rights Ministry of Energy and Natural Resources units in private hospitals by changing their directives. Complaints handling for natural gas distribution is regulated by the 2002 Natural Gas Market Distribution And Customer Services According to the complaint-handling process, the unit officer— Regulation, which requires distribution companies to “establish the first officer who meets the patient—is a health care worker a customer service department for the purposes of receiving (e.g., social worker, psychologist, or nurse) who commences work customer applications and complaints and assessing them in after receiving public relations compliance training. If a problem the shortest time practicable” (article 55 paragraph d). cannot be resolved through oral communication at the patient rights unit, the patient files a written complaint, and the case Complaints handling for electricity distribution is regulated in is referred to the Patient Rights Board. Applications filled out the 2014 By-law on Electricity Market Customer Service, which via an online form are also referred to the board. The board 138. See https://www.alo170.gov.tr/. 99 PART 2. CASE STUDIES is chaired by the vice chief of the hospital and comprises a Municipal GMs patient rights unit officer, the chief of the accused department, Municipalities have their own communication services, and the a representative of a nongovernmental organization working in hotline ALO 153 is accessible to citizens and visitors in every the field of patient rights (if needed), the patient’s attorney, a province of Türkiye. When citizens call 153, they are directed to union representative authorized by the institution, a citizen, and the citizen communication center of their respective province. a member of the city council appointed by the city governor. The The hotline accepts any type of citizen queries, including board has no sanctioning power; it refer cases to the hospital requests, complaints, compliments, denouncements, inquiries for administration for disciplinary interrogation if necessary. information, and whistleblowing—and offers solutions to them. A decision is made within one month if the medical staff or Citizens can also submit requests through social media accounts the medical institution is at fault. The applicant or patient, the or any available intake channel at the municipal level, including medical staff in question, and the top executive of the medical email, regular mail, WhatsApp, SMS, Facebook, Instagram, institution are informed of the decision. If the medical staff or Twitter, mobile applications, and face-to-face at communication institution is at fault, the top executive has the authority to centers.  make inquiries regarding staff and to impose penalties. In addition to the ALO 153 hotline, all municipalities have The results of a retrospective study performed using the their own help desks with unique phone numbers and email complaint database of written and oral applications made to addresses, which are available to all citizens. patient rights units in 54 public hospitals operating under the authority of the Istanbul Health Directorate from 2005 to 2011 Water and Sewerage Systems GMs indicate that 218,186 complaints had been filed. The number of All water and sewerage administrations in Türkiye have their complaints increased year on year, and nearly half (48.9 percent) own grievance mechanisms that are accessible to all and that of the applications were made in 2010 and 2011. The three enable citizens to raise their concerns and complaints. most frequent complaints were “not benefiting from services in general” (35.4 percent), “not being treated in a respectable For example, to cater to the four million households in the manner and in comfortable conditions” (17.8 percent), and “not Istanbul area to provide reliable water and sewage services, being properly informed” (13.5 percent). Two-thirds (63.3 percent) the Istanbul Water and Sewage Administration (iSKi) created a of the overall applications were found in favor of the patient, centralized contact center, ALO 185, to handle complaints and but this rate has decreased in recent years. The study found that requests from customers.139 Calls to the center are recorded so 90.7 percent of the applications were resolved onsite at patient the quality of the conversation can be evaluated. Feedback is rights units, and the percentage of complaints resolved by the requested from customers by calling them to ask whether their Patient Rights Board in favor of health care workers has been query was addressed and how satisfied they were with İSKİ’s steadily increasing. A simple explanation and verbal apology services. According to iSKi’s 2019 Annual Report, the number of resolved a significant number of complaints (Önal and Civaner calls answered by the call center in 2019 was approximately 3.8 2015). million. Forty-eight percent of users completed their calls after their request was met by Interactive Voice Response. Fifty- two percent of users contacted a customer representative for further information or to report problems. In 2019, the measured customer satisfaction rate was 85.2 percent. In the same year, iSKi answered 3,813 CIMER applications. 139. See http://www.genesys.com/resources/brochures/iski,-customer-success-story.pdf. 100 20. Uzbekistan Context The 2017 Presidential Decree on the Establishment of the Agency Appeals (2017) outlines the functions of the Presidential Virtual for Public Service Delivery and the new Law on Administrative Reception and the People’s Receptions; and Uzbekistan’s Procedures are aimed at systematizing the procedures for Five-Area Development Strategy for 2017–21 requires all complaint resolution, introducing standardized administrative district authorities, ministries, agencies, law enforcement, and procedures for key public services, and improving the quality supervisory authorities to launch “People’s Receptions,” where of public services. 140 Moreover, the amended Law on Citizen citizens can submit complaints. Virtual Reception The President’s Virtual Reception (VR) is an online portal In addition to submitting feedback to the VR online, citizens launched in September 2016 that enables citizens to complain, also have the option of dialing the “1000” hotline number ask questions, or make suggestions directly to the President’s or visiting the People’s Reception Office of the Republic of Office on any issue related to the performance of government Uzbekistan. Complaints are processed by the Presidential agencies, officials, and service providers at the national or Administration and directed for investigation and resolution to local level. In addition to guidance on how citizens can submit relevant authorities. Responses from the relevant authorities their feedback directly to the President’s Office and People’s are then recorded into the VR database and scrutinized by the Receptions, the VR web page includes a section entitled Presidential Administration. Citizens who have submitted their “Get Answers to Your Questions,” which categorizes various feedback through the VR can track the status of their case by types of issues (e.g., legal, taxes and fines, transport, and entering the request number and the status check code that social protection), and lists frequently asked questions and was issued when their complaint was registered. As of June corresponding responses for each of them. It also includes an 2019, nearly 3 million queries had been directed to the VR, with online chat option where members of the public can submit and a monthly average of 100,000 queries. Reportedly, 98 percent receive responses to common or standard questions. of these cases have been “considered.” The VR web page is accessible in Uzbek and Russian languages and has features to accommodate users with poor eyesight. People’s Receptions Brief description functions include: (1) collecting citizen complaints, suggestions, Established in December 2016, People’s Receptions (PRs) can and queries and directing them to the State Services Agency receive feedback regarding any government authority or public or to other relevant authorities; (2) coordinating activities and service provider. They are subordinate to the Presidential conducting quality control of public service delivery by state Administration and are not separate legal entities. Their primary agencies in the field; (3) monitoring the work of the State 140. Additional procedures related to complaint handling are further enumerated in the President’s Decree 341 on Regulating the Mechanisms for Work with Appeals Submitted by Citizens or Legal Entities to State Agencies in May 2018. This decree requires each state agency to establish a complaint-handling department to oversee the timely receipt, registration, investigation, and monitoring of the grievance redress process. It also sets out standards of professional behavior of department staff. The decree also mandates GRM capacity-building activities every three years. 101 PART 2. CASE STUDIES Services Agency; (4) monitoring and coordinating the local in addition to Facebook, Telegram, and Instagram to solicit implementation of the state programs Obod Qishlok and Obod feedback from citizens. Mahalla; and (5) coordinating personal receptions for local public officials (e.g., khokim [administrator] and prosecutors). Processing system: Follow-up responsibilities People can lodge complaints directly with the local makhalla There are 215 PRs across Uzbekistan, including one at the committees or submit their feedback to designated officers of national level, 14 at the regional level, and 200 at the district PRs for the district khokimiyats. After reviewing the complaint, level. PRs have deployed approximately 730 full-time staff. the PR officer forwards it to the relevant party for investigation. Each PR is headed by a manager who is selected from law The officer must inform the regional PR about the complaint and enforcement or judicial officials and is staffed by other the actions required to resolve it. For complaints that are not professional and administrative talent. resolved or in instances where petitioners are unsatisfied with the outcome, appeals can be made to the PR of the regional Uptake channels khokimiyat. If the issues raised in the complaint or appeal are Citizens can use an array of channels to submit their feedback not within the purview of the regional administration, they are to various public and private entities (e.g., ministries, local directed to the relevant authorities within five days and the government bodies, and foundations). They can use the VR web petitioner is notified accordingly. page to send their feedback to the relevant entity (rather than to the Presidential Administration team). They have the option If the issue is within the purview of the regional khokimiyat, the to use the VR web page to access the telephone numbers, regional PR reviews the case and forwards it to the respective addresses, and schedules of public reception days for certain department(s) while specifying the deadline and procedure for entities to submit their feedback in person. The VR web page its resolution. This process is supervised by a leading specialist also provides a summary of the mandates and functions of each of the regional khokimiyat. If a case requires more time and entity, as well as a list of reception rooms in each region. resources for resolution, the PR establishes a complaint- handling team comprising representatives from its team, the Citizens can submit their complaints to the local makhalla PR of the district khokimiyat, and the makhalla committee. (neighborhood, local community, or state administrative unit), Citizens can track the status of their cases on the web page committee, or the PR of the district-level khokimiyats (urban of the regional khokimiyat by inputting their identification administrators). They can also submit feedback through the PRs number and the access code they were issued when their of the regional governor’s offices or through a khokimiyat. For case was registered (see examples from Fergana, Tashkent, example, the khokimiyats of the Samarkand 141 and Bukhara 142 and Samarkand). Responses from the relevant authorities are regions have set up phone lines with specific service hours, recorded in the VR database and scrutinized by the Presidential email addresses, and e-forms, which enables citizens to reach Administration team. At the end of the process, a written out to them. The khokimiyat of the Fergana region 143 and the response is issued to the complainant. Tashkent City 144 administration have deployed these channels 141. Telegram and e-form can be used to submit feedback to the khokimiyat of the Samarkand region. The schedule for citizens’ receptions are organized by the governor’s office, and procedures for the public to participate in these receptions are publicly available. 142. The hotline and e-form can be used to submit feedback to the khokimiyat of the Bukhara region. The service schedule is available at https://www.buxoro.uz/full_content. php?dt=reglament&status=ishonch&id=0. 143. Citizens can submit feedback via telephone, Facebook, or telegram to the khokimiyat of the Fergana region. The regional office’s service hours and the schedule for the people’s reception are available online. 144. The Tashkent city administration uses multiple channels for citizens to submit feedback, including e-form, telephone, email, telegram, Facebook, Instagram, and in person. 102 PART 2. CASE STUDIES Timeframes and service standards Monitoring and analysis Complaints lodged with makhalla committees or district Data compiled for monthly inspections conducted by governors’ khokimiyats are expected to be resolved within 15 days. offices are analyzed and published in monthly reports, such as Complaints submitted to the regional khokimiyat are typically those for Fergana, Bukhara, Tashkent, and Samarkand. resolved within 15 days, but complaints requiring additional verification are considered within one month of the date of SOCIAL INCLUSION receipt. For cases requiring complex investigations, the period The Law on Citizen Appeals stipulates that anonymous petitions can be extended by the regional governor for a maximum of will not be considered. When considering complaints, employees one month. The complainant is notified of the outcome within of government authorities are prohibited from disclosing private 10 days of the completion of the investigation. Guidelines and information about the petitioners without their consent or procedures for processing applications, appeals, and complaints subjecting petitioners (and their representatives and family are published by the PR of the regional khokimiyats, such as members) to actions that infringe on their rights, freedoms, those for Fergana, Bukhara, and Samarkand. legitimate interests, and expression of opinion. The law also states that, if possible, the response to an appeal should Modalities for resolution and citizen satisfaction be stated in the language of the appeal and should contain The government authority that considers a complaint is specific justifications to rebut or confirm the arguments on obligated to monitor the execution of the decision taken each matter specified in the appeal. Moreover, to ensure that regarding the case, and to take measures to compensate for all citizens have an equal opportunity to lodge a petition, some material or moral damage in accordance with procedures PR offices have special onsite children’s rooms and a medical established by law. Upon receiving notification about the room for emergencies. The regional PR staff also conduct field outcome of their case, citizens have the option of providing visits, mainly to rural and remote areas, to discuss problems feedback on the website of the regional khokimiyat, such as and issues of concern to the local population. Furthermore, those for Bukhara, Tashkent and Samarkand. In addition, the web pages for some of the regional khokimiyats have useful regional governor’s offices conduct monthly inspections to accessibility features. For example, on the website of the assess compliance with complaint resolution deadlines. Tashkent City Administration, users can increase the size and contrast of the font and engage text-to-voice translation; there Appeals is also a mobile-enabled version of the website. The Law on Citizen Appeals stipulates that the government authority that has made a decision regarding the petition is OUTCOMES obligated to explain the procedure for lodging a complaint Statistics against it if an individual or a legal entity does not agree with Between January 2017 and April 2019, PRs across the country it. Citizens dissatisfied with the outcome of their complaint at received 692,000 complaints, all of which were also registered the level of the district khokimiyat can submit their complaint in the VR. As of April 2019, 73 percent of complaints had been to the PR of the regional khokimiyat. If they are dissatisfied with resolved, with the remainder having been rejected or still under the outcome of the investigation by the regional PR, they can consideration. lodge an appeal to a higher authority or to the court. 103 PART 2. CASE STUDIES Interviews with PR staff reveal that complaints are most PROMOTIONAL MATERIALS commonly lodged against housing and communal service The “news” section of the VR web page is a useful resource providers and that several petitions are in fact requests for for updates regarding regional- and district-level PRs. assistance, such as that for subsidized housing (dormitories) or Moreover, various regions use social media to share news land plots and general financial support (e.g., subsidized loans). regarding the activities of the PRs, such as the News channel, Findings of qualitative research indicate that women who are Facebook, Twitter, Website, and Instagram for Samarkand; most likely to approach PRs are above 35 years old, come from Facebook and telegram for Fergana; and Facebook, and a lower or middle-income strata, and live in makhallas that are Instagram for Tashkent City. part of the Obod Makhalla or Obod Kishloq programs. The men most likely to approach PRs are between the ages of 25 and 38 and are primarily from lower-income backgrounds (World Bank 2019). 104 21. Vietnam Enabling Environment The Socialist Republic of Vietnam’s constitution stipulates that After the first settlement, the complainant can escalate the complaint to higher-level government authorities or go to citizens have the right to lodge with any competent State court. The Law on the Reception of Citizens (2013) outlines the authority a complaint or denunciation regarding transgressions responsibility for receiving citizens; the rights and obligations of the law by any State body, economic or social organization, of people submitting complaints, denunciations, petitions, and people’s armed forces unit or any individual. reports; the organization of activities at citizen reception offices and reception areas of agencies, organizations, and units; and Law 02/2011/QH13 on Complaints and Denunciations and Decree conditions to ensure citizen reception activities. Finally, Decree 75/2012/ND-CP prescribe that individuals and organizations are 123/2016/ND-CP outlines the role of ministry’ inspectorates to entitled to lodge complaints against administrative decisions at conduct inspections, settle complaints and denunciations, and all levels of government. Complaints are settled by the chairman prevent and combat corruption in areas under the ministries’ of the local government against which the complaint is lodged. respective jurisdictions. Government Inspectorate Brief description indicate the date of the complaint; the full name and address The Government Inspectorate is a ministerial-level agency. Its of the complainant; the name and address of the pertinent overall functions include the state management of inspections, agencies, organizations, or individuals; contents of and reason citizen reception, complaint and denunciation settlement, and for the complaint; complaint-related documents; and the anticorruption across the country. Its specific functions are complainant’s request for settlement. The written complaint to: (1) organize citizen receptions, receive, handle, and settle must be signed or fingerprinted by the complainant. For verbal complaints and denunciations in accordance with the law; (2) act complaints, the complaint’s recipient guides the preparation as the coordinator, in cooperation with concerned agencies, to of a written complaint or records the complaint in writing receive citizens at the reception offices of the State and Party and requests that the complainant sign or fingerprint the Central Committee and in Hanoi and Ho Chi Minh City; (3) verify document for confirmation. In cases where many people file a complaints and propose denunciation settlement measures joint complaint, similar procedures are followed, including the within the jurisdiction of the prime minister as assigned; and appointment of a representative. A representative of a joint (4) assist the prime minister in supervising, examining, and complaint must also be one of the complainants and must speeding up the efforts of ministries and People’s Committees produce legal proof of his/her role. The authority responsible at all levels in terms of receiving citizens, handling complaints, for resolving the complaint can meet with the complainant, and implementing measures to address complaints. those who the complaint was lodged against, and witnesses and representatives from relevant sociopolitical, or socio- HOW DOES IT WORK? professional organizations. If a complaint is lodged a second Uptake channels time by the same complainant, the responsible authority is Citizens, agencies, organizations, party cadres, and civil servants obliged to meet with the person and has 45 days to find a can submit complaints by email, letter, phone, or through solution. citizen’s reception offices. 145 Written complaints must clearly 145. See Vietnam Reception of Citizen Law 42/2013/QH13 at https://vietnamlawenglish.blogspot.com/2013/11/vietnam-reception-of-citizen-law-2013.html. 105 PART 2. CASE STUDIES The statute of limitation to file a complaint is 90 days after a minister, head of a ministerial-level agency, or government- receiving an administrative decision or knowing or being attached agency, the complainant may file a complaint with the informed of an administrative decision or act. If complainants ministry. The inspectorate in charge of the complaint reviews fail to exercise their right to complain in accordance with the the complaint and assigns it to the responsible agency for statute of limitation due to objective obstacles, 146 the period resolution. When necessary, while investigating the complaint, during which such obstacles exist is not counted in the statute the responsible agency’s representative may follow up and of limitation for filing a complaint. Complaints that are not meet with the complainant(s) to request clarification of the eligible to be accepted for settlement include those whose claims. A first-time complaint settlement decision must include written petition is devoid of the complaint’s signature or the date of the issuing decision; names and addresses of the fingerprint, those for which a second-time complaint settlement complainant and the subject of concern; the contents of the decision has already been issued, and those that have been complaint; results of verification and dialogue (if any); the accepted by a court for settlement.147 legal grounds for complaint settlement and conclusion(s); the specified amount for compensation (if any); and information Processing System: Follow-up Responsibilities on the right to file a second-time complaint and the right to The Office of the Government Inspectorate’s website provides institute an administrative lawsuit at court. The same is required user-based access to a national database on complaints for second-time complaint settlement decisions, although those and denunciations as well as a document management and also entail public notifications that could take the form of an operating system. 148 To request an administrative decision or announcement during a meeting of the entity that is the subject administrative act of a People’s Committee chairperson in of the complaint, a written listing at the entity’s office or citizen a province or centrally run city,149 the complainant can file a reception, or notification in the mass media. first-time complaint with the chairperson of the provincial-level People’s Committee. Chairpersons of People’s Committees Timeframes and service standards at all levels personally receive citizens on a regular basis, Within 10 days of receiving a first-time complaint under its as well as in urgent situations. Chairpersons of commune- purview, the responsible agency acknowledges receipt to the level committees receive citizens at least one day per week; complainant, to the agency that has forwarded the complaint, chairpersons for district-level committees receive citizens and to the state inspectorate at the same level. If an agency at least two days per month; and chairpersons of provincial- refuses to accept a complaint, it must clearly state its reasons. level committees receive citizens at least one day per month. Under the law, the time limit for settling a first-time complaint The People’s Committee meets monthly to discuss people’s is 30 days after the complaint is accepted. For a complicated complaints with the management board, the chairman, and case, this may be extended but must not exceed 45 days after specialized divisions at the district level. Moreover, one-stop the complaint is accepted. Within three working days of issuing shops are regularly inspected by People’s Committees and a complaint settlement/decision, the office in charge of resolv- People’s Council members. 150 If the complainant disagrees with ing the complaint notifies the complainant of the settlement. the first-time complaint settlement decision of the chairperson Within three working days of issuing a complaint settlement of the provincial-level People’s Committee, or if the complaint decision, the agency is obligated to send it to the complainant, remains unsettled past the prescribed time limit, a second a direct superior or competent person, and the state inspec- complaint can be filed with the minister who is managing the torate at the same level. If the complainant disagrees with the related sector. To request an administrative decision or act by decision, he/she has the option of filing another complaint with 146. These would include illness, natural disaster, enemy sabotage, and working mission or study in a distant place. 147. See Law on Complaints and Denunciations. Article 11 at https://www.wipo.int/edocs/lexdocs/laws/en/vn/vn080en.pdf. 148. This is in addition to the role of subnational entities and line sectoral ministries in complaint management. 149. Most complaints are addressed at the local or district level. 150. See https://vanbanphapluat.co/law-no-02-2011-qh13-on-complaints. 106 PART 2. CASE STUDIES someone with the authority to settle second-time complaints SOCIAL INCLUSION within 30 days of receiving the decision. The time limit for The Office of the Government Inspectorate’s web page has an settling a second-time complaint is 45 days after the complaint accessible design with a read-aloud function. If a complainant is accepted. For a complicated case, this time limit may be is ill, old, weak, has physical disabilities, or encounters an extended but must not exceed 60 days after the complaint is objective circumstance that makes it impossible to file a accepted. In remote areas with difficult travel conditions, the complaint, a parent, spouse, sibling, adult child, or other person time limit for settling a complaint is 60 days after receipt. For can be authorized with full civil capacity to lodge a complaint. a complicated case, this time limit may be extended but must While receiving citizens, citizen reception officers are to wear not exceed 70 days. For second-time complaints, the concerned the civil servant or public employee card/badge, demonstrate agency is expected to communicate the settlement decision to a professional and respectful attitude, provide explanations the petitioner within seven days of issuing it. and instructions for persons making complaints, and listen to and receive written complaints. They are prohibited from Modalities for resolution and citizen satisfaction obstructing the submission of complaints, retaliating against When a complaint settlement decision takes effect, relevant complainants, or reporting people who are intentionally not agencies and persons must abide by it and coordinate with other resolving complaints or illegally interfering in the settlement of competent agencies to implement it. Complainants are obliged complaints. to collaborate with the competent entity to restore the rights and interests that were infringed upon by the administrative act OUTCOMES that was the subject of the complaint. Statistics According to a news article on the Office of the Government Appeals Inspectorate’s web page, in September 2020, 131 cases of If a complainant disagrees with a second-time complaint complaints and denunciations were checked and verified by settlement decision or a complaint remains unsettled past the prime minister. Of these, 123 cases were resolved and eight the prescribed time limit, an administrative lawsuit can be cases were still ongoing. Another news report highlighted that, initiated in court in accordance with the Law on Administrative in 2019, 6,601 administrative inspections and 227,386 specialized Procedures. inspections were conducted, discovering violations worth VNĐ 173.4 trillion (US$7.5 billion) in addition to the mishandling Monitoring and analysis of 22,548 ha of land. The inspectorate issued recommendations The Law on Complaints stipulates that ministerial-level and for administrative punishments to be handed down to almost government-attached agencies as well as provincial-level 2,000 organizations and individuals. People’s Committees must report to the government regarding complaint settlement by their agencies or localities periodically PROMOTIONAL MATERIALS or at the government’s request. Local People’s Committees The inspectorate’s Inspection Newspaper and Inspection also periodically report to the People’s Councils and notify Magazine publicize information related to the management committees of the Vietnam Fatherland Fronts of the settlement and settlement of complaints as well as hands-on experiences of complaints and adjudication of administrative cases in of inspection-related operations. Its web page has a section on their localities. The Office of the Government Inspectorate is news and events as well as a section on videos that elaborate responsible for the overall management and monitoring of on the inspectorate’s activities. complaint settlement work nationwide. 151 151. See https://vanbanphapluat.co/law-no-02-2011-qh13-on-complaints. 107 22. United Arab Emirates Enabling Environment UAE Vision 2021 was launched in 2010 by H. H. Sheikh this effort, a customer charter was issued for all ministries. It Mohammed bin Rashid Al Maktoum, vice president and prime highlights the rights and duties of federal authorities toward minister of the United Arab Emirates and ruler of Dubai, to customers,153 including simplified and efficient service delivery, make the United Arab Emirates “among the best countries fair and unbiased service provision, and continued engagement in the world” 152 by the Golden Jubilee of the Union. As part of with customers to improve service delivery. Centralized Feedback System: The 171 Tawasul Platform The United Arab Emirates’ centralized portal for observations, channels for 171 Tawasul include a web portal, a 24/7 toll-free suggestions, and inquiries, 171 Tawasul (“communication” in number (171), and a 24/7 WhatsApp number (047771777). The Arabic), was launched in May 2020 by the Ministry of Human portal also provides email addresses and phone numbers Resources and Emiratisation under the framework of initiatives for all 35 government and public entities that participate in approved by the Federal Government Services Continuity 171 Tawasul. For complainants to use the web portal, they must Committee. 171 Tawasul is intended to receive and ensure the enter a “UAE Pass”—a single trusted digital identity for citizens, addressing of the public’s feedback and complaints regarding residents, and visitors. The performance of the Tawasul 171 the administrative services of ministries and public institutions. system is monitored by the Ministry of Human Resources and The 171 Tawasul portal, which is used by 35 government and Emiratisation in cooperation with the Telecommunications public entities, 154 is available in English and Arabic. Uptake Regulatory Authority.155 Feedback Systems for Ministries and Public Authorities Ministry of Health and Prevention name, address, citizenship status, and identification number, the The Ministry of Health and Prevention has developed a complainant can visit the website’s e-services page. This page system for citizens to submit complaints against medical or provides access to the “Complaints and Grievances” icon, from pharmaceutical facilities under the ministry’s license, including which one can access a dashboard to create a new complaint or private health facilities and the ministry itself, via email receive updates regarding the processing of existing complaints. (suggestions@mohap.gov.ae or feedback@mohap.gov.ae), a toll- free phone number (80011111), live chat available on the website, Once a complaint has been submitted, customer care staff and on its social media accounts (Facebook and Twitter). records it, acknowledges that it has been received, classifies Petitioners can submit complaints in Arabic or English. After it, and forwards it to the responsible business unit within the creating an account on the website, which requires providing a ministry. Complaints are acknowledged within one working day. 152. See 171 Tawasul Homepage at https://171.ae/en/. 153. See Customer Charter, Laws and Regulations, Ministry of Human Resources and Emiratisation at https://www.mohre.gov.ae/en/laws-and-regulations/uae-govern- ment-charter-for-future-services.aspx. 154. “171 Tawasul Contact Us https://171.ae/en/ncrm-contact-us. 155. There is no publicly available information about the outputs. 108 PART 2. CASE STUDIES Timeframes for complaint resolution are one day for an urgent Two days after submission, if the dispute is not settled and if complaint, five days for normal complaints, and 15 days for the complainant wants to pursue the complaint, the ministry complicated complaints. Once the complaint is investigated and calls and schedules an appointment with the complainant. In resolved, the decision is communicated to the complainant. If terms of process, complainants are provided with a reference the complainant accepts the ministry’s decision, the complaint number when a ministry employee records the complaints so is closed, and short-term and long-term measures are taken to they can check the status of the case. The person in charge avoid its recurrence. If the complainant is not satisfied with the at the ministry investigates and helps both parties reach a proposed action, the issue can be escalated to the ministry’s settlement. If reconciliation does not work, the complaint is highest authority. Special procedures to investigate and referred to the court of jurisdiction. resolve the complaint are followed. To ensure confidentiality, all customer care staff members are required to adhere to the Ministry of Education ministry’s confidentiality pledge. Petitioners can lodge a complaint on the Ministry of Education’s website. They are required to provide a name, contact number, Ministry of Human Resources and Emiratization email, and message, and can choose to provide an identification The Ministry of Human Resources and Emiratization has number and documents relevant to the case. They receive a developed a process for petitioners to submit complaints related response within five days.158 In April 2021, the ministry launched to the violation of the United Arab Emirates’ Labour Law (Federal a toll-free hotline (800 51115) to receive suggestions, complaints, Law 8 of 1980), including issues pertaining to the lack of a safe and information requests in English and Arabic from students, and secure working environment; the withholding of maternity parents, and teachers (Edarabia 2011). The call center team leave, annual leave, and public holidays; and delays in receiving comprises six people who record the details of the feedback and wages or salaries. 156 Citizens can submit complaints by using channel it to the relevant departments. Petitioners receive a a toll-free number (+971-4-607-3555), 157 the ministry’s website, response to their feedback within five days. or the Tasheel online system, which simplifies labor-related processes for employers and employees. If a complainant In terms of feedback systems established by specific educational calls the toll-free hotline, a customer care representative institutions, the University of the United Arab Emirates answers and attempts to address the complaint right away. has established a Complaints and Proposals Management If the representative is unable to do so, the complaint is System. The university can be reached by email (letstalk@ forwarded to the Department of Complaint and Advise. If the uaeu.ac.ae) or phone (037673333), and it is possible to submit department resolves the issue, the case is closed. If it does online complaints and suggestions. To submit a complaint, not, the complainant can file a legal motion. A complainant petitioners must provide a name, a mobile number, an email using the ministry’s website, must select “Register Labour address, a designation, and a message describing their Complaints,” click on the “Start Service” icon, select “Complaint feedback. A complainant can also provide an identification Type,” and enter the applicant type, the work permit number, number and attach relevant documents. The timeframe for and other details. A response is provided within 10 working receiving a response from the university about a complaint is days. Complaints submitted through Tasheel require supporting five working days. To submit a suggestion, one must provide a documents, such as a visa, company number, and work permit. name and message and can choose to provide an identification 156. See “How to File a MOHRE Complaint: Process, Status and More—MyBayut” at https://www.Bayut.Com/Mybayut/How-to-File-Track-Mohre-Complaint/. 157. Ministry working hours are 7:30 a.m. to 2:30 p.m. Sunday–Thursday; it is not indicated on the web page] if these hours correspond to the availability of the toll-free number. 158. See https://www.Moe.Gov.Ae/En/EServices/ServiceCard/Pages/Complain.Aspx. 109 PART 2. CASE STUDIES number, a mobile phone number, a designation, and relevant timeframe, they can submit a complaint to the central bank. documentation. The university’s timeframe for responding to Consumers can lodge a complaint if they think a financial queries is 48 hours. institution has been misleading or deceiving them, holding back documentation, delaying remittances, dealing in unfair Ministry of Climate Change and Environment practices, violating consumer protection laws and regulations, or The Ministry of Climate Change and Environment can be reached discriminating against them in the issuance of a loan. by email (info@moccae.gov.ae), by phone (+971 02 4444747), fax (+971 02 4444747), in person (7.30 a.m. to 2.30 p.m., Sunday Complaints can be filed online through the complaint form on through Thursday), or via an online form on the ministry’s the bank’s website, by faxing the complaint to +971 2 6916004, website. or in person at any of the bank branches in Dubai, Sharjah, Al Ain, Ras Al Khaimah, or Fujairah. They can also call the bank’s Ministry of Energy and Infrastructure Consumer Protection Department 800 CBUAE (800 22823) The Ministry of Energy and Infrastructure can be reached by regarding consumer complaints and inquiries; the department phone (800 6634), in person (7.30 a.m. to 2.30 p.m., Sunday can provide information on the process for registering a through Thursday), by email (info@moei.gov.ae), and via an complaint and answer any questions. A complainant must online form. Only an email address and a message are required submit copies of statements, receipts, and related paperwork to submit feedback. that support the claims and provide documents needed to verify that they first brought the matter to the concerned Central Bank of the United Arab Emirates organization. Once a complaint has been filed, a reference The Central Bank of the United Arab Emirates is the government- number is generated by the bank, and a complainant must owned regulatory authority that oversees banks, finance provide this number to monitor the status of the case. and investment companies, exchange houses, and financial Complainants are notified by phone, email, or SMS when a and monetary intermediaries operating in the country. The decision has been reached regarding the complaint.159 Consumer Protection Department of the bank is responsible for safeguarding consumers against financial misconduct by the As indicated in the Central Bank’s 2018 Annual Report, some above-mentioned organizations and helping customers resolve of the top concerns of banking customers in the United Arab disputes with financial institutions. Consumers who have a Emirates include debt-level management; denial or delay of dispute with a bank or financial organization are expected the issuance of necessary documentation by banks; aggressive to first communicate it directly to the organization and give credit card selling and lack of disclosure; issues related to the it a chance to respond. If consumers are not satisfied with opening, operating, and closing of bank accounts; and issues the grievance redress process of the concerned organization, regarding the remittance of funds.160 or if they have not received a response within a reasonable 159. https://www.souqalmal.com/financial-education/ae-en/how-to-complain-to-the-uae-central-bank/. 160. https://www.souqalmal.com/financial-education/ae-en/central-bank-reveals-most-common-customer-complaints-in-the-uae/. 110 PART 2. CASE STUDIES Feedback Systems for Emirates Dubai complaints and grievances made against government entities. The Dubai Roads and Transport Authority offers users the The Complaints and Grievances Committee is chaired by the opportunity to submit complaints online, by phone (8009090), chairman of the Department of Transport (Arabian Business by email (ask@rta.ae), through social media accounts, in 2019). In addition to reviewing complaints against government person, and via a complaint box at a service center. It takes entities and companies, the committee is responsible for seven working days to process a complaint. An agent calls the referring employees with proven negligence to disciplinary complainant to inform him/her of the actions taken to address action in accordance with standard operating procedures. It is the issue. The Land Department of the Government of Dubai 161 also tasked with identifying the reasons behind the complaints, has developed an online portal through which petitioners guiding disputing parties to resolve the issue, and following up can submit reports of real estate company violations, queries on resolution. regarding contractual disputes, and malicious calls. The Dubai Healthcare City Authority also has a web page where complaints The government of Abu Dhabi developed a mobile app, can be submitted. Finally, the consumer protection team has CityGuard, which allows residents to submit complaints or report launched Dubai Consumer, an application that protects the public safety concerns directly to the government (Emirates rights of consumers and serves as a bridge between them and 24|7 2014). Residents can take a photo, video, or audio clip of businesses to ensure that their comments, complaints, and the reported incident and submit it through the app, which also suggestions are recorded and that issues are resolved (The provides the option of geotagging the location. A complainant Filipino Times 2019). Customers can also provide feedback by must provide a first and last name and email address. It is calling a toll-free number (600 545 555), sending an email possible to submit complaints in Arabic and in English for (consumerrights@dubaided.gov.ae), or contacting Dubai over 25 incident types, from sewerage to sand obstruction Consumer through social media channels (e.g., Facebook and to homeless nuisance. If none of the predefined types apply, Twitter accounts). complainants can report their specific case using the others category. Once a case is submitted, it is automatically Abu Dhabi registered, and a case number is created with the Abu Dhabi The National Consultative Council has the mandate to receive Government Contact Centre, which will then assign the case to and address feedback from citizens in the Emirate of Abu the appropriate government entity for resolution. A complainant Dhabi. 162 Complaints can be submitted online; the user must can monitor the progress of a case by logging on to www. provide a first and last name, an Emirate identification number, abudhabi.ae or by contacting the Abu Dhabi Government Contact a family book number, an email address, a mobile number, and a Centre and providing a case number. message. Complainants can also share the nature of their work, the name of their workplace, a phone number, an address, and Sharjah relevant documents. It is possible to submit inquiries, suggestions, and complaints to the Sharjah City municipality online or through a toll-free In May 2019, the Abu Dhabi Executive Council established number (993). One must leave a name, an email address, a four new subcommittees, including one to review and resolve mobile number, and a message. 161. See “Roads and Transport Authority—Complaint Handling” at https://www.Rta.Ae/Wps/Portal/Rta/Ae/Home/about-Rta/Our-Customers/Complaint-Handling. 162. See “National Consultative Council Personal Complaints at http://ncc.ae/en/complaintspetitions/personalcomplaints.aspx. 111 PART 2. CASE STUDIES The Sharjah Economic Development Department has developed other. Complainants have the option of providing information a complaint management system. One can file a complaint in about their nationality and to share relevant documentation. Arabic or English at the reception desk, with an online form, or by fax, phone (80080000), email (Complains.Committee@ Complaints about services provided by the Department of sedd.gov.ae), or website chatbot. 163 A complainant receives Land and Real Estate Regulation can be submitted online. The acknowledgment that the complaint was received within three complainant must leave a name, a contact number, an email working days. The timeframe to respond to a complaint with address, and a message, and must indicate if it is an inquiry, a a proposed action is 15 working days. If the proposed solution suggestion, or a complaint. is not satisfactory, the complainant can file a grievance by email within five working days from the date of receipt of the It is possible to submit labor-related complaints online on the proposed action. In the first quarter of 2019, the department website of the Ajman government. The complainant must share solved 1,411 complaints, a growth of 16 percent over 2018, the contract, a passport copy, and evidence. The complainant amounting to 1,093 complaints: 164 1,053 about consumer receives a response within 17 days. protection, 113 about service agents, and 245 about commercial fraud. In the third quarter of 2020, the department received Al Ain 2,818 complaints: 2,564 about consumer protection, 153 about Al Ain Distribution Company has made it possible for customers commercial fraud, and 101 about service agents. In the first to submit complaints about its services using a toll-free number quarter of 2021, the department received 2,515 complaints: (8009008, from 8:00 a.m. to 3:00 p.m.), fax (038117000), and via 2,228 about consumer protection, 147 about commercial fraud, an online form. Customers must indicate whether their feedback and 140 about service agents.165 is a complaint, request, inquiry, suggestion, or compliment, and they must select the nature of the feedback from a drop-down Ajman menu. They must provide a name, phone number, email address, Complaints regarding services provided by the Municipality and comments, and they have the option of attaching relevant and Planning Department of Ajman can be submitted online, documents. A case number is generated upon submission of the via email (digitalajman@Ajman.ae), or through a chat bot feedback and can be used to track the status of the case. (https://80070.ae). Calls can also be submitted through a toll- free number (80070), and calls are received in three languages Ras Al Khaimah (Arabic, English, and Urdu). Responses are provided within five The government of Ras Al Khaimah and the Ras Al Khaimah working days of the submission of the complaint. Municipality have established a Unified Customer Complaint System to receive suggestions and complaints related Complaints regarding services provided by the Department of to government services and to respond to the needs and Economic Development of the government of Ajman can be expectations of complainants. Customers can submit complaints submitted online. The complainant must leave a name, an email online and receive a reference number that can be used to track address, a mobile number, a preferred communication channel, their cases’ progress. Upon resolution of a complaint, customers and a message, and it must state if the complaint is about are asked to complete a service evaluation form. services at centers, online services, consumer protection, or 163. See https://Sedd.Ae/Web/Sedd/Complaints-Policy. 164. See “SEDD Receives 1411 Customer Complaints in 2019 First Quarter” at https://www.Sharjah24.Ae/En/Articles/2020/11/18/ Sedd-Receives-1411-Customer-Complaints-in-2019-First-Quarter. 165. See https://Sedd.Ae/Web/Sedd/News-Details?ArticleId=95597&templateId=23620. 112 23. West Bank and Gaza Enabling Environment The Regulation on Complaints (No. 6) issued in 2009 by the It also provides for the establishment of the Directorate General Council of Ministers of the Palestinian Authority, 166 later of Complaints (DGC) in the Council of Ministers’ Secretariat amended by the Regulation on Complaints (No. 8) issued in General and outlines the role, mandate, and procedures for 2016 167 as well as the Procedure Manual on the Regulation on complaint units in Palestinian ministries, nonministerial Complaints (No. 17/20) issued in 2017, establish a system for Palestinian Authority agencies,169 security services, and handling citizen complaints based on rights-based approaches. governorates. As a result, 68 units have been established in It applies various ministries and governorates to receive complaints regarding programs and services implemented by their to every complaint filed by any recipient of service, or any ministries. person requesting a service who was harmed by the decisions of a Palestinian Authority department, its procedures, practices or failure to perform services.168 The Directorate General for Complaints CONTEXT filed by civil society organizations, those related to the failure Brief description to enforce definite judicial rulings against Palestinian Authority Established in 2009, the Directorate General for Complaints departments, those involving cases about which a decision was established in the Council of Ministers. It reports directly has been made in the event new substantial data appear to the Secretary General of the Council of Ministers/Chairman and change the course of the complaint, complaints against of the Office of the Prime Minister and consists of three financial aid programs of the Ministry of Social Development, departments: the Department of Follow-up with Units and and those of public interest. Offices; the Department of Coordination with the Complaints Unit at the President’s Office, at the Legislative Council and Specialized units, called complaints units at ministries and with Nongovernmental Organizations; and the Department of complaints offices at governorates, are established in all Documentation, Archive and Reception. The directorate examines Palestinian Authority institutions and report directly to the every complaint submitted by a recipient of any service or any Directorate General of Complaints at the Prime Minister’s Office. person requesting a service who was harmed by the decisions In ministries, the complaints units also report directly to the of a Palestinian Authority department, its procedures, practices, minister. An employee assumes the administration of each unit or failure to perform services. It addresses complaints filed by and office. individuals against Palestinian Authority departments, those 166. Amending the Regulatory Framework for Handling Palestinian Citizens’ Complaints. May 2014. Working Paper. Ramallah and Geneva. The Geneva Centre for the Democratic Control of Armed Forces. 167. “Decision of the Council of Ministers No (8) of 2016 on the Regulation on Complaints.” State of Palestine Council of Ministers, Directorate General of Complaints. https:// www.marsad.ps/wp-content/uploads/sites/3/2016/12/NewComplaintsRegulation_English-AWDA.pdf. 168. “Decision of the Council of Ministers No (8) of 2016 on the Regulation on Complaints,” 2. State of Palestine Council of Ministers, Directorate General of Complaints. https://www.marsad.ps/wp-content/uploads/sites/3/2016/12/NewComplaintsRegulation_English-AWDA.pdf. 169. According to the Eighth Annual Report for Complaints in Government Departments for 2020, 21 non-ministry government agencies reported to the DGC, such as the Palestinian Water Authority, the Palestinian Land Authority, the Commission for Social Affairs, and the Central Bureau for Statistics. 113 PART 2. CASE STUDIES Article 5 of the Regulation on Complaints (No. 8), issued in 2016, Complaints can also be lodged in the complaint units in establishes a computerized central government complaints ministries and Palestinian Authority agencies and governorates. system and links it with the unit and the section, through which The DGC monitors and evaluates complaint units with a focus the Directorate General is entitled to access complaint reports. on problems or delays in the resolution process. It makes direct recommendations to the prime minister’s office but its HOW DOES IT WORK? authority over ministry complaint units is limited, although Uptake channels given the DGC’s strategic position in the Council of Ministers, It is possible to submit a complaint to the DGC online several of its recommendations to the prime minister’s office (the complainant must enter a login name and password). have been positively received. Its recommendations generally Complaints can also be filed onsite in the units and offices, in focus on suggested amendments to laws or regulations that are writing, or by email, fax, regular mail, or phone. In the West impeding the resolution of complaints. Ministry complaint units Bank, grievances are usually submitted either by completing are accountable to their respective ministries but also report to a ministry-specific complaint form (1,949 complaints in 2020), the DGC. by email (9,899 complaints in 2020), by fax (588 complaints in 2020), or in writing with a personal letter (2,360 complaints in Timeframes and service standards 2020). Although it is possible, almost no respondents submit A complaint unit has three days to accept or reject a complaint grievances by phone. In the Gaza Strip, fax or email complaints and two weeks to resolve it. If that amount of time is are the most widely used channels. Phone calls are also used to insufficient, the unit informs the complainant, and it is allowed verbally file complaints. 170 to take up to one month from the date of the complaint was filed to resolve the issue and respond to the complainant Processing system: Follow-up responsibilities in writing, as stipulated in article 14 of the Regulation on Once it receives the complaints, the DGC reviews each case and Complaints 6 of 2009171 and in article 11 of the Regulation on discusses it with relevant parties to find solutions or send it to Complaints 8 of 2016.172 Complainants are not systematically court if a solution cannot be reached through legal negotiations. informed about the results of their complaints.173 It coordinates with the General Administration for Legal Affairs to follow up on complaints about ministries not implementing Modalities for resolution and citizen satisfaction Supreme Court decisions. The complaint management system allows citizens to voice their opinions about the software. It includes a brief user satisfaction After submitting a complaint, the complainant is assigned a survey to receive immediate feedback from users regarding their unique identification code by email. Complainants can log into experience with the system. the system and see the status of the case. Internal users of the system are able to see exactly where in the ministry’s workflow In 2016, over half of complainants who were dissatisfied with the complaint stands. the result of their complaint intended to appeal the decision.174 In the West Bank, the percentage of respondents who agree 170. World Bank, Strengthening the Citizen-State Compact through Feedback, 31. 2016. https://openknowledge.worldbank.org/bitstream/handle/10986/26217/ACS18685- REVISED-PUBLIC-CHMs-in-Palestine-Final-Report-Nov-2016.pdf?sequence=1&isAllowed=y. 171. “Decision of the Council of Ministers No (8) of 2016 on the Regulation on Complaints,” Article 14, p 11. State of Palestine Council of Ministers, Directorate General of Complaints. https://www.marsad.ps/wp-content/uploads/sites/3/2016/12/NewComplaintsRegulation_English-AWDA.pdf. 172. “Decision of the Council of Ministers No (8) of 2016 on the Regulation on Complaints,” Article 11, p. 6. State of Palestine Council of Ministers, Directorate General of Complaints. https://www.marsad.ps/wp-content/uploads/sites/3/2016/12/NewComplaintsRegulation_English-AWDA.pdf. 173. World Bank, Strengthening the Citizen-State Compact through Feedback, xvii. 2016. https://openknowledge.worldbank.org/bitstream/handle/10986/26217/ACS18685- REVISED-PUBLIC-CHMs-in-Palestine-Final-Report-Nov-2016.pdf?sequence=1&isAllowed=y. 174. World Bank, 24. 2016. https://openknowledge.worldbank.org/bitstream/handle/10986/26217/ACS18685-REVISED-PUBLIC-CHMs-in-Palestine-Final-Report-Nov-2016. pdf?sequence=1&isAllowed=y. 114 PART 2. CASE STUDIES that the complaint unit staff is respectful, neutral, and Monitoring and analysis nondiscriminatory is highest for the Palestinian Land Authority Article 19 of the Regulation on Complaints (No. 8) issued in 2016 (75 percent) and lowest for the Ministry of Local Government—a and Article 23 of Procedure Manual issued in 2017 mandate mere 30.4 percent. In the Gaza Strip, the highest recorded that Palestinian Authority departments submit annual reports customer service satisfaction rates are for the Palestinian Land to the DGC. Article 19 of the Regulation on Complaints (No. Authority (70 percent); the lowest was for the Ministry of Health 8) also stipulates that the Directorate General must publish (58.3 percent). Gender-based discrimination was not mentioned an annual report on the status of complaints in Palestinian by West Bank complainants. In the Gaza Strip, however, a Authority departments and make it publicly available after it majority of respondents cited gender-based discrimination to has been ratified by the council. In its 2019 annual report, the explain their dissatisfaction with complaint unit staff (up to DGC indicates that all 67 government public institutions have 56 percent for the Ministry of Education and Higher Education submitted reports, representing 8,645 submitted complaints. respondents). Additional reasons included the absence of a Eighty-seven percent (7,362) were processed; 12 percent (1,015) “first-come, first served” rule and the belief that more attention were rejected; and 1 percent (88) had been submitted but not is given to some complainants over others. 175 yet studied. Six hundred and fifty-eight complaints from 2018 were processed in 2019, and 692 complaints were going to be Appeals processed in 2020; 2,890 complaints were received by ministries, The DGC handles complaints referred to it and appeals of 820 by nonministerial government institutions, 712 by security complaints that ministry and lower-level complaint units institutions, and 4,043 by governorates. Among the ministries, it cannot resolve. There is a fairly widespread willingness among was the Ministry of Social Development that received the most dissatisfied complainants to appeal the results of the complaint complaints (601); among nonministerial government bodies, it handling process (over half would do so) but at the same time, was the Authority for Environmental quality (366); among the many express a reluctance because of the system’s reputation security institutions, it was the police (339); and among the for being slow. 176 governorates, it was the Governorate of Qalqilya (859). Women submitted 1,522 complaints (19 percent of the total).177 Gender violence Gender violence violence in both the public and private spheres and has a It is possible to submit complaints about gender violence special consultative status with the UN Economic and Social through the Women’s Centre for Legal Aid and Counselling Council (ECOSOC). In 2009, along with another nongovernmental (WCLAC), which can be reached by email (info@wclac.org), phone organization (NGO)—Juzoor for Health and Social Development— (+970 2 295-6146), or contact form (one must leave a name, email WCLAC began work on a national referral system called Takamol address, mobile number, and message). The center provides (complimenting in Arabic). It was designed as a comprehensive legal aid, social counseling, and protection services to women. working framework for service providers that detailed protocols WCLAC was established in 1991 to forge a feminist vision for the referral of women victims of violence within the civil based on equality and social justice. It addresses gender-based and governmental social/legal/health services in the West 175. World Bank, 31–33. 2016. https://openknowledge.worldbank.org/bitstream/handle/10986/26217/ACS18685-REVISED-PUBLIC-CHMs-in-Palestine-Final-Report-Nov-2016. pdf?sequence=1&isAllowed=y. 176. World Bank, xvii. 2016. https://openknowledge.worldbank.org/bitstream/handle/10986/26217/ACS18685-REVISED-PUBLIC-CHMs-in-Palestine-Final-Report-Nov-2016. pdf?sequence=1&isAllowed=y. 177. “Seventh Annual Report for Complaints in Government Departments, for the Year 2019,” 14–16. 115 PART 2. CASE STUDIES Bank. Takamol’s procedures are intended to ensure efficient Nablus Safe Home (run as an NGO), the Jericho shelter in the cooperation between partners so that women can receive the West Bank (run as an NGO), the Hayat Centre (run as an NGO), service(s) they most urgently require, such as counseling, legal and the Aman Centre/Safe Home in Gaza (run by the Palestinian aid, emergency protection, medical treatment, or a combination Authority).178 These sheltering services provide women and of services. children protection; counseling; legal aid; medical, educational, and employment support; and support to help them reintegrate In 2018, there were five sheltering services in the West Bank and into society. They can be reached by phone or email. Gaza: the Mehwar Centre (run by the Palestinian Authority), the Within Ministries Health management information system to help analyze trends in its It is possible to submit a complaint to the Ministry of Health in performance and identify problem areas. writing as a letter, a dedicated ministry form, or an online form (for the West Bank) and by fax, phone (+97092384771-6 in the Environment West Bank, +972-8-2847894 in Gaza), and email (info@moh.ps in The Environment Quality Authority is the Palestinian Authority’s the West Bank, info@moh.gov.ps in Gaza). A complainant needs body in charge of addressing issues related to the environment. an official account to lodge a complaint. The Complaints Unit It is possible to submit a complaint through an online form: registers and either accepts or declines grievances/complaints the complainant has to leave a name, an email address, and a immediately upon receipt. The complaint is then transferred phone number, and can also leave a company name. It is also to the relevant specialized units or departments (based on possible to contact the authority by phone (022403495,6,7), fax its nature). For cases alleging medical mistakes, a committee (022403494), social media account (Facebook page), and email is typically formed by the Ministry of Health to investigate (info@environment.pna.ps). the complaint and resolve the issue or provide redress. These committees report to the legal unit at the minister’s office. Transport In the West Bank, 12.3 percent participants of a phone survey It is possible to contact the ministry through an online form (the conducted in 2015 by the World Bank were satisfied with the complainant must leave a name, email address, physical address grievance process, while 79.2 percent of the complainants in the and a message); by phone (0594222436); fax (02-297645); and Gaza Strip were satisfied with the results of their complaint. 179 through its complaints office. Data provided by the Ministry of Health in the West Bank regarding outcomes showed that 153 complaints were accepted Agriculture out of 208 received (over 74 percent) in 2020. All 153 complaints In addition to its complaints office, complaints can be submitted received by the complaint unit were resolved, and ministry to the Ministry of Agriculture by email (info@moa.pna.ps) or by officials said that most complaints are resolved quickly due phone (022403304/6/7 during working hours from 8:00 a.m. to to their urgent character—e.g., patient treatment. The Ministry 3:00 p.m. from Sunday to Thursday) or and fax (022403312). of Health complaint unit has four employees who use the 178. Assessment of the Services of Anti-Violence Centres and Shelters in Palestine. 2018. UN Women. https://palestine.unwomen.org/en/digital-library/publications/2018/10/ assessment-of-sheltering-services^p. 179. World Bank. 2016. Strengthening the Citizen-State Compact through Feedback, 70, 71. 116 PART 2. CASE STUDIES Social Development database to be tracked.183 The team in charge of resolving the There are three different types of formal and informal cases informs the complainant of its handling and the proposed mechanisms to receive and respond to complaints. The first, solution once the complaint has been resolved. Existing focal which is formal and quite effective, involves the complaint unit, points for complaint handling in regional offices do not have entrusted with the responsibility of receiving, responding to, and clearly defined responsibilities or reporting requirements, so resolving all complaints. The second involves written complaints while they do contribute to complaint-handling efforts, their role received by the ministry’s operational staff at the national is not formalized. Municipalities with citizen service centers at and regional levels. The staff investigates and responds to the the local government level often appear to have well-functioning complaints. Grievances received through this mechanism are not complaint handling mechanisms, creating opportunities for captured in the complaint management information system nor potential synergies.184 are they reported to the complaint unit, but cases are opened for them, and they are documented in regional offices. Data on Land Authority these types of complaints are not readily available. The third Established by presidential Decree 10 of 2002 as a legal entity and final mechanism deals with verbal complaints received by with its own budget, subordinate to the Council of Ministers, Ministry of Social Development’s operational staff at all levels. the Land Authority is responsible for both the survey and Because there is no documentation for complaints received registration departments. this way, tracking, monitoring, and analysis are not possible. However, informal estimates suggest that this is the most Uptake channels to submit complaints in the West Bank common channel used. 180 Once a case is resolved, complainants include in-person visits, the filling of an official complaint form, are informed of the proposed solution. The ministry can also be and letter writing. In Gaza, options include email, fax, letters, reached by phone (02-2405641) and email (info@mosa.pna.ps). 181 in person, and phone. Once the complaint is registered, the complainant is informed by the Land Authority of its handling. Local government One employee is responsible for registering all the complaints, While most West Bank complainants submit their grievances in along with other tasks,185 which means that most complaints are person via a letter to the ministry, Gaza Strip complainants favor sent to the chairman’s office to be addressed. 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