Study on Development of Slope Stabilization Design and Management

Western I ndonesia National Roads I mprovement Project 6 - 8

6.3.4 Complaint Handling System CHS

The Community Development Officer with collaboration with MIS Specialist has developed a software application of Complaint Handling System CHS in integrated to website of WINRIP http:www.winrip-ibrd.com. In the implementation of Complaint Handling System CHS essentially there are four main components as follows:  Data Entry.  Complaint Registration.  Complaint Assessment.  Field Clarification and Analysis.  Problem Solving and taking the Decision The final draft of Complaint Handling System the framework of the complaint procedures on the web site of WINRIP and provided ACAP inputting data in the web site has ready to be operated. However these applications still continuously to be refined by considering input from various parties. The CHS team has been monitored and noted the public complaints via website of Sytem Informasi Pemantauan Proyek SiPP Project Monitoring Information System and WINRIP website. The activity on Complaint Handling System during March 2017 as follows:  Complaint Handling Unit of CTC has received public complaints from Buyung Fajri Non- Government Organization JEJAK , thru email on March 5, 14, and 21, 2017, regarding the condition of retaining wall on approach road of Air Gadang Bridge in Packages No. 02 Padang Sawah Simpang Empat. This package has been PHO on April 14, 2016 is now entered the maintenance period. The Retaining wall is broken so that the potential to collapse and the approach way has happened consolidation or surfaces decrease.  Complaint Handling Unit of CTC has received public complaints from Buyung Fajri Non- Government Organization JEJAK , thru email on March 21, 2017, regarding the implementation of WINRIP Packages No.21 Lubuk Alung Kuraitaji. The complaint matters for package 21 are the Contractor PT. MULTI STRUCTURE ignores the workers health and safety; the existing road deteriorates due to lack of periodic maintenance re-condition of road; the lack of traffic management on temporary traffic signs and flag man in the working areas; and the Supervision Consultant is not performing maximum supervision function The Complaints Handling Mechanism System CHS Activities is shown in Appendix H3. 6.3.5. Public Disclosures Publication Publication and disclosure is an attempt to increase transparency of information to the public, so the public can easily to access information about the project WINRIP. Some components of publication and disclosures are as follows: a announcing the information about the project through