Transcription of Complaints Mechanism Operating Procedures
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Complaints Mechanism Operating Procedures
European Investment Bank Complaints Mechanism Operating ProceduresEuropean Investment Bank EIB Complaints Mechanism Operating Procedures August 2013 page 1 / 19 THE EIB Complaints Mechanism Operating Procedures European Investment Bank EIB Complaints Mechanism Operating Procedures August 2013 page 2 / 19 1. Background .. 3 2. Organisation .. 3 3. Categories of Complaints .. 4 4. Definition of maladministration .. 4 5. Procedural steps of Complaints handling .. 5 Reception of Complaints .. 6 Acknowledgement of receipt .. 6 Admissibility check/ 6 Notification to the Bank s services .. 6 Assessment/investigation (Standard procedure only) .. 7 Draft Conclusions Report .. 7 Consultation .. 8 Final Conclusions Report .. 8 Management Committee .. 8 Response to the complainants .. 9 Formal deadlines for complainants .. 9 Interim 9 6. Complaints regarding environmental and social impacts or governance aspects of operations/projects financed by the Bank Extended procedure.
The present Complaints Mechanism Operating Procedures (CMOP), fully implementing the CMPTR, aim (i) at clarifying, improving and formalising current processes, (ii) …
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