Complaints Management

 Guiding Principles

Fighting corruption is a fundamental duty of the citizens. Complaints, ACC would like to believe are citizens’ unconditional expression of intolerance to corruption (i.e. not out of malicious intent). Therefore, it is ACC’s sacred responsibility to manage them professionally and respond to them indiscriminately, transparently and speedily, depending on the merit of the case. Agencies’ and ACC’s actions against corrupt individuals should generate perceptible impact on the general attitude towards corruption.

An important outcome of complaints management and investigation is highlighting weaknesses in the system and making recommendations to concerned agencies for action or to the Prevention Division for further research and analysis. They enrich public education and systems improvement programs.

It is ACC’s persuasive endeavor to make “Firm, Fair and Speedy Action” the hallmark of complaints management and investigation.

Receiving Complaint

Section 59 of the Anti-Corruption Act 2006 confers right to citizens to lodge complaint(s) against corruption. Complaints are received in a standard complaint form by the Complaint Receiving Cell through: Walk-in, Telephone, Fax or Telegraph, Post, E-mail and Referral by other agencies including Royal Audit Authority.

Complaints Management System

Handling complaints is one of the most important functions of the Investigation Division. The success of investigation to a greater degree also depends on how well the complaint is managed and scrutinized before launching any investigation. ACC recognizes the importance of building operational mechanism within the Investigation Division for processing complaints that reasonably ensures confidentiality, objectivity and procedural efficiency.

All complaints registered by the Follow-up Section (FS) are put up to the Complaints Evaluation Committee (CMC) on a weekly basis. The Director and Chiefs of the Investigation, Prevention and Public Education Divisions comprise the CEC. The FS serves as the Secretariat and the link between the Commission and the CEC. The CEC screens and evaluates complaints and submits its recommendations to the Commission for further course of action.

To objectively evaluate the complaint a standard evaluation method is followed. This method uses the system of awarding weighted score on a scale of 0-100 against certain pursuability factors such as details of a complaint, degree of seriousness in terms of financial, social and political perspectives. The total score determines whether a complaint should be referred to concerned agencies for actions or dealt by the ACC itself. The recommendation of the CMC is then submitted to the Commission the following day for review and approval. The schematic diagram depicting the flow of complaint management process at the ACC is shown below: