COMPLAINTS/ GRIEVANCE REDRESS MECHANISM

Complaint on Nuisances
Complaints/Grievances redress mechanisms are institutions, instruments, methods and processes by which a resolution to grievance/ complaint is sought and provided. People adversely affected (or about to be affected) by a developmental project or nuisances in the community will raise their concerns and dissatisfactions about actual or perceived impacts in order to find a satisfactory solution. These set of people should be provided with access to mechanisms that are legitimate, reliable, transparent, and cost effective to enable them present their complaints and find solutions that satisfy their needs and aspirations.

Complaint about our Services
Sometimes, the services rendered by the Ministry do not meet the expectations of the good people of the State and in an attempt to become better in our service delivery, the Ministry has encouraged everyone to lay their complaints. In view of this, the Ministry has made provisions for easier channels for the communication of complaints or grievances. Such can be made in person, or by post, telephone, email, written and dropped in complaint box or submitted directly to the Honourable Commissioner’s office. All complaints should be addressed to the Honourable Commissioner of Environment, New Secretariat, Governor’s Office, Oke-Mosan, Abeokuta, Ogun State.

NOTE:

• An effective complaint letter should be clear and concise.
• The contact address and phone number of the complainant should be stated clearly for ease of getting across to them.
• It is expected that all facts are included and relevant documents attached
• Indicate what you expect the Ministry to do
• Keep a record of events
• Follow up with the assigned personnel, if possible

Managing Complaints and Appeals
Every complaint will be duly acknowledged and sent to the appropriate Department according to the nature of complaint/grievance for necessary action. Response to complaints/grievances would be as soon as possible. Redress timeline is peculiar to the nature of complaint/grievance. Complaints from clients shall be treated seriously and the following management procedures are guaranteed:

• Raising the complaint with the person rendering the service. Through this, our clients shall receive responses to the issues raised.
• Where the client is not satisfied with the response provided, the client shall raise the issue with the relevant supervisor.
• On failure to have a response from the supervisor, an appeal will then be raised to the respective Head of Department who shall be able to resolve the complaint within five days.
• In case the client is not satisfied with the response for the Head of Department, he or she shall refer the matter to the Permanent Secretary who shall act on it within seven working days from the date of receipt of a written communication on the matter.

PROCEDURAL GUIDELINES FOR COMPLAINTS MANAGEMENT

• Submission of complaints through the office of the Permanent Secretary and/or through our online platforms
• Investigation of the complaints
• Serving of Abatement Notices, (duration for abating can be):
1. Immediate
2. Twenty-Four (24) Hours
3. Three (3) days
4. Fourteen (14) days
5. Twenty - One (21) days
• Follow - up on Compliance Monitoring to ensure the nuisance is abated
• Extension of Abatement Notice (if requested)
• Order of Sanction (For non-compliance with lawful enquiry, requirement or demand)
• Enforcement (Sealing of facility)
• Prosecution