9                                  ENVIRONMENTAL ENQUIRIES AND COMPLAINTS

9.1                            Introduction

This section sets out the handling protocol in dealing with environmental related complaints and enquiries.  The handling protocols aimed at:

·           Ensuring that environmental complaints and enquiries are received, recorded and communicated to the ER and HyD. 

·           Ensuring that the ER and HyD are kept fully informed of action taken to address the calls received.

·           Enabling mobilization of resources quickly to mitigate the potential impacts.

9.2                            Handling Protocols

The Contractor should establish a community liaison office with a 24-hour hotline for receiving enquiry and complaint from the public on the construction activities related to the Project.

In addition, the Contractor should also establish guidance in handling enquiry or complaints via phone calls, correspondence, classification of complaint and enquiry, assignment of responsible staff, investigation procedures, follow-up action to be taken and compilation of complaint record for inspection.  In general, complaints made via phone calls should be responded immediately by the designated holder or relevant staff.

All environmental related complaints via phone call or correspondence should be forwarded to the ET Leader to carry out an independent complaint investigation with the following procedures:

·           log complaint and date of receipt onto the complaint database and inform the IEC and the ER immediately;

·           investigate the complaint to determine its validity, and assess whether the source of the problem is due to works activities;

·           identify mitigation measures in consultation with the IEC if a complaint is valid and due to works;

·           advise the Contractor and the ER if mitigation measures are required;

·           review the Contractor's response to identified mitigation measures, and the updated situation;

·           submit interim report to the EPD on status of the complaint investigation and follow-up action;

·           upon the identification of follow-up action, the Contractor should implement it as soon as possible; 

·           review the implementation status and its effectiveness, and when necessary, undertake additional monitoring and audit to verify the situation, and review that circumstances leading to the complaint do not recur;

·           record the complaint, investigation, the subsequent actions and results into the Complaint Investigation Form as shown in Annex E and submit to the IEC, Contractor, ER, EPD and the complainant directly (if required); 

·           close the complaint and update the complain log as shown in Annex E, if the environmental condition is acceptable; and

·           record the complaint, investigation, the subsequent actions and the results in the monthly EM&A reports.

During the complaint investigation stage, the Contractor and the ER should cooperate with the ET in providing all necessary information and assistance for completion of the investigation.  If mitigation measures are required following the investigation, the Contractor should promptly carryout the measures.  The ET should ensure that the measures have been carried out by the Contractor.