The National Village Development Program (PNDS) is a program based on the principle that the community should
PNDS employee with advisor from Cardno discussion about management complaints
be in charge of their own development process. In order to ensure this principle, the Technical Secretariat team, with support from staff and advisors, held a discussion about the development of a complaints management guide and system. The discussion was held on 15 July 2015 in the meeting room at the CARDNO office, Balide, Dili.
The establishment of the Complaints Management System is an important part of building trust and strengthening governance. The effectiveness of the system depends on the various PNDS actors having a good level of comprehension about their rights and responsibilities, as well as a clear understanding of the PNDS system and processes. The objectives of the complaints system and guide are as follows: to build people’s capacity to understand and adhere to the principles of good governance; to reduce bad behaviour; to reduce incidents of financial mismanagement; to ensure justice through sanctions and legal action against criminals; to create trust and clarify any problems or confusion regarding any PNDS procedures.
Team Support together with advisor from Cardno give an idea about the stages complaints Managements
The discussion clarified that any complaints or claims can be made via telephone, SMS, letter, email, through the media (newspaper, radio and television), on social media (facebook) or in other ways. Through these mediums, any concerns can be identified and then assessed as to whether or not they are indeed a problem. As a result of the technical discussion some decisions were made about classifications and about having a claims system which includes four categories: problems related to personal issues; problems regarding money; problems regarding decision making; problems with construction.
In accordance with their plan the technical team have outlined an action plan for the development of a complaints system and will conduct training and socialization about the system of responding to the referred claims.
