The complaint settlement mechanism serves as a structured process for receiving, researching, and responding to applications, complaints, and suggestions from project beneficiaries and other stakeholders involved in project activities. Its primary purpose is to identify and register complaints from citizens, communities, and stakeholders who may be impacted by the activities of the National Committee of the People's Republic of China. The mechanism aims to address these complaints promptly, objectively, and accurately while ensuring open and effective communication in reporting the implementation of solutions.

This mechanism is essential for ensuring the transparent, fair, open, and stable operation of the project, as well as for effectively monitoring and reporting results.

Complaints may be filed by beneficiaries within the target group of the project, contractors, project staff, relevant authorities, and other parties involved in the project, as well as by citizens, enterprises, and organizations that may be affected by its activities.

• Contractors and related organizations have violated the relevant laws, rules, and regulations of Mongolia while conducting activities within the framework of the project.
• There has been a restriction or discrimination regarding your right to information, and inappropriate participation of outsiders in the project's activities has been observed.
• Stakeholders involved in the project activities have engaged in fraud, bribery, or violations of project rules and regulations.
• Any activities conducted within the project have negatively impacted the health, safety, and environment of local communities.
• Complaints may also be filed if individuals believe they have been affected in other ways.

Complaints may be submitted at any time during the project implementation period, free of charge. Submissions can be made in writing or orally through various channels, including the complaint section of the project website, Facebook, email, or by phone. Applications and complaints related to the employment support project will be regularly received through the channels listed below.

MERESP

Monitoring and Evaluation Officer 

Email: info@meresp.mn 

Contact: +976-75057570

The project will address complaints arising from the implementation of project activities in accordance with the “Law on Resolving Petitions and Complaints Submitted by Citizens to Government Organizations and Officials” and the Project Complaint Settlement Mechanism. Upon receipt of applications and complaints, the project will resolve them within 30 days, as stipulated by the law. If necessary, this period may be extended by an additional 30 days. It is important to note that the project implementing unit will not resolve complaints independently.

Complaint Settlement Process

Step 1: Receiving and Registering Complaints

Complaints officers from the organizations implementing the project will receive and register complaints submitted through various channels, including written submissions, the complaint section of the project website, Facebook, email, and phone. The complainant will be notified upon receipt of their complaint.

Step 2: Reviewing and Considering Measures to Resolve Complaints:

The Project Implementation Unit (PIU) will verify whether the registered applications, complaints, and suggestions are related to the project activities. If further investigation and resolution are warranted, the PIU will transfer the complaint to the appropriate organization. Upon registration, the organization will assign the complaint to an official responsible for reviewing the issues raised and determining the necessary actions.

Step 3: Taking Action to Resolve Complaints and Notifying the Complainant:

Organizations and officials will make decisions to resolve complaints within their jurisdiction. Applications regarding issues that cannot be resolved immediately will be logged in a special register, and their progress will be monitored. The implementation of decisions will be the responsibility of the authorized official who made them. Through the complaint settlement mechanism, the PIU will receive, register, resolve, and respond to the complaints, while also monitoring the actions taken and reporting the outcomes.

Step 4: Responding to Complainants:

The project implementing organization will notify the complainant of the resolution in a convenient manner, such as in writing, by phone, or electronically. If the complainant accepts the response, the matter will be considered resolved. If not, they have the right to escalate the complaint to a higher-level organization. Complainants may also submit their issues to the World Bank's Complaint Resolution Services (GDSS) or the World Bank's Supervisory Board (SCC).

The confidentiality of the complainant will be maintained in accordance with the “Law on Resolving Petitions and Complaints Submitted by Citizens to Government Organizations and Officials.” Personal information will be kept confidential, with only the complaint details made public unless the complainant provides written consent for their information to be disclosed alongside the complaint.