Standardization of the E-Complaints Managment System (GRM) for solid waste in 17 local authorities

The Joint Services Council for Solid Waste Management in the Governorates of Khan Younis, Rafah and Middle Area organized a meeting to introduce the new E-Complaints Managment System (Grievance Redress Mechanism) which launched by the Council during a mini workshop attended by the President of the Council and the Mayor of Khan Younis Municipality Eng. Aladdin Al Batah, with the participation of representatives of local authorities members.

During the meeting, Eng. Aladdin Al Batah praised the performance of local authorities, especially under these current circumstances that effect on the nature of services provided to citizens. and he pointed out that the Council strives to create a quantum leap in the level of services provided, especially after the opening of the new landfill located in the area of Sofa, as well as the arrival of modern equipment which will enhance the level of service in secondary collection and waste disposal.

Eng. Aladdin Al Batah explained that the Municipalities unified complaints portal was established to send and receive complaints related to solid waste management within the new website of the council which was launched in June 2019.The unified complaints portal aims to ensure speedy response to municipal and public complaints that related to primary collection, secondary collection, population behaviors and solid waste disposal.

And from her side Eng. Enas Qandeel, the Public Information and Outreach Officer in the Council explained the objective of developing the website to publish the Council's activities, as well as studies and information that benefit local authorities and the general public interested in solid waste, including academics, researchers, financiers, and others. And she pointed out that the new complaints system will provide a noticeable improvement in identifying the causes of the problems and documenting them through statistical reports, which will be useful in the development of plans to resolve them according to available resources.

In his turn, the consultant Eng. Basel Qeshta gave a detailed presentation on how to submit new complaint through the unified portal and how to deal with and follow-up the submitted complaints, and he explained that a unique account has been created for each local authority in order to send and receive complaints, and he pointed out that the new electronic complaint system will ensure the sending of email and sms messages to follow up the complaint during receipt and work on updating the statistical reports upon receiving the complaints, which will helps us in measuring the complainant's satisfaction.