Complaints from Beneficiaries: A Valuable Resource for Project Implementation - Bahasa Indonesia Version 01 December 2009 Author / Speaker Robert May Problems often arise in complex projects, which could lead to complaints from the beneficiaries. In its emergency response in tsunami-hit Indonesia, Asian Development Bank has established a complaint-handling system that helped in enhancing the accountability of project implementers and increasing satisfaction of project beneficiaries. Disclaimer The views expressed on this website are those of the authors and do not necessarily reflect the views and policies of the Asian Development Bank (ADB) or its Board of Governors or the governments they represent. ADB does not guarantee the accuracy of the data included in this publication and accepts no responsibility for any consequence of their use. By making any designation of or reference to a particular territory or geographic area, or by using the term “country” in this document, ADB does not intend to make any judgments as to the legal or other status of any territory or area. Topics Social Development and Protection Capacity Development