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.
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.