Cambodia Education Sector Support Scale Up Action  Program   ( ESSSUAP)
General Complaints Procedure
Draft 1 August 2009

Lodging  Complaints    
The formal complaints process is used for complaints which involve allegations of corrupt, or fraudulent practices or have potential to bring the project into disrepute. Normal administrative  complaints are not expected to be subject to the formal procedure
Complaints about procurement should be lodged using the procurement complaints procedure outlined in the procurement section of the Standard Operating Procedures which can be obtained from the  Procurement Office 80 Norodom Boulevard Phnom Penh.

Complaints may be lodged by members of the public as well as project staff, regarding activities or decisions made by the project. All complaints will be logged in the complaints file located in the Program Management Committee Secretariat Office 80,  Norodom Boulevard.

The file will contain the following information:
reference number, date and time, mode of receipt, person receiving the complaint.
complainants name and contact details will be referenced but copied into a separate file.
details of complaint
names and contact details of persons companies or entities accused of wrong doing will be referenced and recorded in a separate file
date the complaint was first considered and further investigation ordered
summary of investigation findings
date of final decision reached and action agreed on
date of notifying complainant and other concerned parties of decision and remedial action
date of follow up to check that remedial action has been taken
date of case closure
The complaints file together with all notes, memo’s and letters relating to a complaint and its investigation will be maintained for review for a minimum of two years after the completion of the project.