2.6. Complaints

Risks

• Deadlines for complaints are too short, inhibiting applicants to submit their complaints timely.
• No compliant committee is formally established.
• The complaint committee is not impartial, for example composed of the same members as the TEC, or member of the complaint committee are not fit for the task.
• Complaints are not handled properly, for example too quick or too slow response, insufficient or confusing argumentation of the decision, etc.

Good practice

• Monitor the complaints process through Helvetas staff or external experts. Pay attention to the appointment of members, qualification of members, timelines, handling of complaints, etc. Note: this may not be possible for public institutions where an independent body is responsible for complaints on public procurement.
• Document the handling of complaints via signed reports and/or minutes of meeting, with proper and clear justifications for the decision.