Complaints Handling Mechanism CHS

Monthly Progress Report April 2013 Western I ndonesia National Roads I mprovement Project 23 in charge of the Complaints Handling Unit CHU. CHS essentially has four main components as follows: • Data Entry. All complaints were expected to be submitted through the WINRIP website but in fact, to date, most complaints have been received by letter, either directly or indirectly, although a few were sent by fax or email. However, to attain the best possible transparency of the project, complaints submitted manually through letter, facsimile, telephone, e mail or visit to the Public Works regional offices will be entered in the WINRIP website by the CHS team of CTC. The possibility of using the ‘short message service’ SMS from a cell phone for complaints was considered and it was decided that all SMS messages, although not treated as formal complaints, will be recorded as additional information. • Complaint Registration. Every submitted complaint is registered and stored into the CHS database, categorized, and sent to the correlated expert for future consultation in order to formulate a response. • Complaint Assessment. The CHS Team assesses the urgency and complexity of all complaints. Simple complaints are followed by the formulation of a response for PMU’s approval before uploading the formal response into the WINRIP website. Complex complaints are followed by a thorough investigation. • Field Investigation and Analysis. In the case of an investigation being required, the CHS team will make field visits and take necessary action such as discussion with related institutions Satker, Dinas, Supervision Consultant, etc; invite the complainer; interview the contractor; etc. Findings will be used for analysis to formulate a conclusion, solution, next action and any further decision.

4.7.5 Third Party Monitoring TPM

All WINRIP packages are designed to have external parties involved in conducting an independent assessment of the project throughout construction. Project information is accessible through the WINRIP website under construction, project information booth which is normally maintained in the PPKSatkerDinas office or, project announcement billboard at each site. ACAP requires a third party, from outside the project, to independently monitor the progress of construction work of each link and these personnel are provided by universities nearby each package. It was decided that the best method of recruitment for TPM was through the universities closest to each package and PMU mailed invitations asking them to express their interest in forming independent monitoring teams of Third Party Monitors. This concept is based on the fact that UniversitiesTechnical Faculties Monthly Progress Report April 2013 Western I ndonesia National Roads I mprovement Project 24 have the engineers available for recruitment and Universities could use this opportunity to be involved in public service. It is hoped that this concept will be more effective and more efficient in getting legitimate, competent, independent Third Party Monitoring TPM.