The Arab Thought Forum (ATF) is committed to the belief that state structures must be developed to serve and be responsive to an active and critical public, which is conscious of its obligations and duties, as well as its rights and entitlements

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ATF implements Training courses on addressing public complaints

2008-01-05

The Coalition for integrity and accountability - AMAN held five training sessions divided between the West Bank and Gaza Strip between the 27th and 31st December 2007. The sessions were implemented by the Arab Thought Forum, and established a project to prepare a model complaint system for the public sector in direct cooperation with the complaints department at the Ministerial council.

The training courses formed the last activity of the project, preceded by two investigative studies of the complaints system at the Ministry of Justice and Land Authority. They were followed by workshops and specialized meetings which resulted in the formation of the national team for creating the complaint system. They developed a draft procedures manual for the complaints department and submitted it to the Ministerial council to have it approved, in cooperation with the complaints department at the Premier Office. This requires a follow up by the coalition of AMAN as a supervisory party and the Arab Thought Forum as an implementation party.

The training courses targetted complaint unit staff, and in cases where these units had not existed or been activated, the courses would target the legal advisers to the staff of public service and public relations, or those nominated by ministries and government non ministerial bodies and private sector companies that run public utilities.

Fifty-six people participated in the three sessions, including nineteen women.

The evaluation results agreed unanimously to the importance of the session and the need for replication. They gave a positive assessment and highlighted the following recommendations:

1. There was an emphasis on the importance and necessity of the existence of a unit of complaints for each institution, provided it could be independent within the structure and answerable only to its highest authority.

2. There was an emphasis too, on the importance of the national team to the preparation of the complaints system and the need for them to start their visits to the institutions to assist in the creation of a unit of complaints there.

3. The need to reconsider issues related to the units of complaints because of their nature, power and independence and to identify a set of procedures to govern their work.


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