Steps in the complaint procedure:
- BOAD acknowledges receipt of the complaint within 5 business days and determines its admissibility within 20 business days.
- After considering the reasons for the complaint, a request for further information may be sent to the complainant if necessary. The latter shall be informed of the progress.
- Within 25 business days, BOAD offers solutions with a timetable for implementation. If the complainant agrees, the project team and the implementing agency will implement the solutions selected. BOAD will follow up.
- The complaint is closed when the solutions are fully implemented.