Complaints Against Members
As more agencies become HAP certified, it is likely that HAP will receive complaints from members of the public about member agencies. When such a situation arises it will be dealt with in accordance to HAP's Complaints Against Members Procedure.
Types of complaints
HAP will receive complaints against agencies concerning allegations of failure to apply, enforce, or otherwise implement, HAP accountability principles and/or the concerned agency’s own accountability framework.
Our role in resolving complaints
HAP will investigate a complaint if it is asked to do so by the agency concerned. Otherwise, the HAP Secretariat will forward a complaint to the agency and the HAP Standing Complaints Committee will monitor the agency's response. If the agency’s response is unsatisfactory, the Committee may take further action against the member.
Click here to email the Complaints Advisory service
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Mr Gareth Thomas, UK Minister of State for the Department of International Development, speaking at the launch of the Guide to the HAP Standard in London, May 2008
The World Bank's effectiveness depends on the degree of inclusiveness and responsiveness to those who are most affected by its work. [.] The Bank has consistently found a high correlation between the extent and quality of public participation and overall project quality.
Testimony of Alnoor Ebrahim, Associate Professor Harvard University before the Committee on Financial Services, U.S. House of Representatives September 10, 2009, Washington, D.C.
