Monitoring Report of the LARAP Package No.18
4.7.4 Complaints Handling Mechanism CHS
The ACAP as adopted by the Ministry of Public Works for WINRIP states on the subject of Complaints Handling System . The Community Development Specialist and the Management Information Specialist will play a crucial role in the set-up of the Complaints Handling System CHS within PMU, in cooperation with the PMU officers 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 areParts
» WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Current Implementation Situation Civil Works
» Disbursement WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Visit WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Package 17 Sp. Gunung Kemala
» Package 13 Sp. Rukis Procurement
» Packages 5 Simpang Rampa Procurement
» Package No.19 Lais Procurement
» Package No. 15 Sibolga Procurement
» Technical Assistance for Capacity Building for Disaster Risk Reduction
» Technical Assistance for Capacity Building for Environmental Management
» Technical Assistance for Capacity Building for Road Safety
» Consolidated Update of the Progress of the Project
» Background WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Project Development WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Project Objective WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» CTC Consultants WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» DSC Consultants WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Technical Assistance for Capacity Building for Disaster Risks Reduction
» Detailed Design Preparation WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Procurements WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Civil Works Implementation WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Civil Works Progress WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 11.28 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 25.61 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 14.45 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» - 18.88 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Quality Assurance WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Monitoring of Environmental Aspects During Construction
» Design Integration, Road Safety Aspects and Monitoring of Environmental Studies
» Monitoring Report of the LARAP Package No. 1 Monitoring Report of the LARAP Package No. 2
» Monitoring Report of the LARAP Package No. 3 Monitoring Report of the LARAP Package No. 4
» Monitoring Report of the LARAP Package No. 5 Monitoring Report of the LARAP Package No. 6
» Monitoring Report of the LARAP Package No. 7 Monitoring Report of the LARAP Package No. 8
» Monitoring Report of the LARAP Package No. 9 Monitoring Report of the LARAP Package No. 10
» Monitoring Report of the LARAP Package No. 11
» Monitoring Report of the LARAP Package No. 12
» Monitoring Report of the LARAP Package No. 13
» Monitoring Report of the LARAP Package No. 14
» Monitoring Report of the LARAP Package No. 15
» Monitoring Report of the LARAP Package No.16
» Monitoring Report of the LARAP Package No.17
» Monitoring Report of the LARAP Package No.18
» Monitoring Report of the LARAP Package No.19
» Monitoring Report of the LARAP Package No. 20
» Monitoring Report of the LARAP Package No. 21
» Anti Corruption Issues WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Road Safety Audit WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Management Information System WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» World Bank and GOI Compliance
» Implementation Support Components WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» TRAINING TO SUPPORT PROJECT IMPLEMENTATION
» Environmental and Social Impact Issues
» Quality Assurance Project Risks and Mitigation Measures
» Current Situation WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» Actions Required WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 2.35 0.22 0.84 - - 0.57 0.09 5.99 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 1.59 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 3.74 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 1.58 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 1.10 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.47 - WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 3.47 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.88 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 13.85 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» - Late of Field Engineering Decision 1.35 1.10 2.51 - - 0.56
» 0.56 - WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.03 - - - WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.06 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» -15.65 -18.88 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 2.35 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.22 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.84 - - WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.57 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 0.09 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 5.99 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 1.59 3.74 1.58 1.10 0.47 - 3.47 0.88 13.85 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 1.35 WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
» 2.51 - - WINRIP DOC MPR CTC MPR No.22 2014 10 2014 10 10 00224.
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