Complaints Procedure

Complaints Procedure

In order to ensure administrative transparency a fair, equitable and non-discriminatory complaints handling procedure for procurement and grants is established.


The below provisions shall be published in the procurement section of ICMPD’s website and included in procurement notices or grant processes as applicable.

A tenderer/applicant having a dispute or complaint about a procurement or grant/funding process, should address him/herself in writing to the Director of Resources and Operations Management. The written note should provide details of the basis upon which the dispute or complaint is being lodged, including:

  • a clear statement regarding what he/she considers was defective in the procurement or grant process;
  • copies of, or references to, information to support the complaint; and
  • a statement regarding what he/she wishes to achieve as an outcome from the complaint process.

The Director of Resources and Operations Management shall investigate the complaint involving relevant ICMPD staff (project manager, CRM officer, legal officer, concerned hierarchies) and reply to the complainant within 15 working days. If the tenderer/applicant is not satisfied with the answer received he/she may address himself to the Director General. The Director General shall establish a complaints committee and relevant procedures, taking on board, if so warranted, external experts (e.g. Heads of procurement/senior Procurement Officers of other international organisations, arbitrators and/or other personalities having the required competencies and personal integrity for serving on a complaints committee). The decision of the complaints committee shall be binding for all parties.