Complaints Management – OPIC NW Region

COMPLAINT MANAGEMENT Complaint Procedures

PARTIES HAVE RIGHTS AND OBLIGATIONS TO
Lodge a complaint with the PIC for acts or omissions constituting a deprivation of rights and freedoms; maladministration and acts of discrimination by a decentralised authority;

Be heard and to examine the opposing party;

Voluntarily participate in mediation, as well as the right to withdraw/discontinue participation at any time in the said process;

Treat with confidentiality the information, documentation, evidence and records furnished by the parties in conflict and to disclose such only on consent of the concerned; * Complaints to the Office of the PIC are free, void of any stamp duty or payment of fees;

The obligations of the parties include to:

– Notify the PIC in writing of the decision to with[1]draw and the reasons thereof;

– Respect the opposing party and abide by the rules regulating the conciliation process;

– Abide by the pledge and to fully comply with the mutually agreed terms of conciliation in all good faith, and the conclusions of the conciliatory process
STATEMENT OF COMMITMENTS
Parties to the PIC’s conciliatory process shall pledge to:

Respect and to submit to the PIC’s mediation;

Fully engage in the mediation process;

Be committed to finding amicable settlements for the issues in dispute;

Agree to an independent and impartial decision of the PIC;

And to exhaustively implement the Concluding Agreement;

NOTE

◊ The concluding Agreement and the PIC’s decisions taken within its powers shall not be subject to an appeal before any instance.

◊ No piece of information or document requested shall be denied the PIC on account of their secrecy or confidentiality, in compliance with the laws and regulations in force.

◊ The PIC reserves the obligation to terminate the mediation process at any time if the efforts to reach amicable settlement is not successful or its being obstructed;

◊ The PIC has the obligation of confidentiality and impartiality
WHO CAN LODGE A COMPLAINT TO THE OFFICE OF THE PIC (ARTICLE 11)?

Any natural or legal person who considers that his rights and freedoms have been infringed upon by the functioning of the regional or council administration or regional or council, public institutions or groups of councils.

Any person who considers himself to be a victim of direct or indirect discrimination prohibited by Cameroon law or an international commitment to which Cameroon is a party.
WHAT COMPLAINTS DOES THE OFFICE OF THE PIC ATTEND TO?
(ARTICLE 11(3)):

The PIC may intervene ONLY where:

The dispute is between a natural or legal person or a public employee and a regional or council service;

The matter is not currently receiving the attention of a court procedure;

The satisfactory settlement of the matter by the accused party must have received a deadlock which shall manifestly be demonstrated by the accused party’s unwillingness to afford further remedies in the matter; The following complaints shall be declared inadmissible by the Office of the PIC, between:

Private individuals and public services of the State and its branches in the North-West, or between the said services and their branches;

The services of regional or council administrations;

Local elected officials;

Private individuals
HOW TO LODGE A COMPLAINT (ARTICLE 12, 13)

Referral to the Public Independent Conciliator (PIC) shall be by way of a simple petition.

* The language of the complaint is not abusive;

* The petition shall not be anonymous; and must be signed;

The petition shall bear the following information:

– The full name, occupation and domicile of the petitioner;

– The name of the accused administration or regional or council public service;

– The statement of the facts that prompted the petition;

– The arguments put forward and where applicable,

– A list of exhibits attached in support of the petition and the expected remedies;

* The complaint should be addressed to the PIC;

* The complaint file should be submitted in two copies (an original and a photocopy);

* The complaint should be concise and clearly state the accusations and the remedies sought by the complainant.

* Notwithstanding the above provisions, the PIC may admit oral and/or electronic complaints.
HOW THE PROCESS WORKS

● Table a formal complaint with the accused
decentralised entity.
● Work with the accused entity to resolve the
complaint.
● In case of a deadlock or where the matter has not
received a satisfactory remedy from the accused
after 12 weeks.
● lodge a formal complaint with the PIC including
all supporting documents and evidence ( bear in
mind that the PIC is principally a facilitator)
● Make sure your matter is not receiving attention
from another instance (court or others)
● PIC passes the complaint to the accused party
for response within the shortest possible delay;
● PIC examines the complaint and assesses the
evidences as well as the response or no response
from the accused party to a fair solution;
● PIC assesses matter and issues a conclusion or
decision (be ready for an independent and
impartial decision)

WHERE TO DEPOSIT COMPLAINTS

Office of the PIC

Whether it is a simple question or a valuable suggestion, we are here 24/7. You can call us by phone or email us directly.

Info

(+237) 243 295 642

(+237) 620 318 882

info@opic-cam.org

Address

P.O Box 4203 Bamenda, Up-Station
Bamenda,
NW Region

COMPLAINT MANAGEMENT Complaint Procedures

WHERE TO DEPOSIT COMPLAINTS

Office of the PIC

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