Common use of Environmental Complaints Clause in Contracts

Environmental Complaints. Complaints shall be referred to the ET Leader for carrying out complaint investigation procedures. The ET Leader shall undertake the following procedures upon receipt of complaint: a) log complaint and date of receipt onto the complaint database and inform the IC(E) immediately; b) investigate the complaint to determine its validity, and to assess whether the source of the problem is due to works activities; c) if a complaint is valid and due to works, identify mitigation measures; d) if mitigation measures are required, advise the Contractor accordingly; e) review the Contractor's response on the identified mitigation measures, and the updated situation; f) if the complaint is transferred from EPD, submit interim report to EPD on status of the complaint investigation and follow-up action within the time frame assigned by EPD; g) undertake additional monitoring and audit to verify the situation if necessary, and review that any valid reason for complaint does not recur; h) report the investigation results and the subsequent actions to the source of complaint for responding to complainant (If the source of complaint is EPD, the results shall be reported within the time frame assigned by EPD); and i) record the complaint, investigation, the subsequent actions and the results in the monthly EM&A reports. During the complaint investigation work, the Contractor and ER shall cooperate with the ET Leader in providing all the necessary information and assistance for completion of the investigation. If mitigation measures are identified in the investigation, the Contractor shall promptly carry out the mitigation. The ER shall ensure that the measures have been carried out by the Contractor. A flow chart of the complaint response procedures is shown in Figure 7.1.

Environmental Complaints. Complaints shall should be referred to the ET Leader for carrying out complaint investigation proceduresaction. The ET Leader shall should undertake the following procedures upon receipt of any valid complaint: a) log : ▪ Investigate the complaint to determine its validity, and assess whether the source of the problem is due to works activities; ▪ Log complaint and date of receipt onto the complaint database and inform the IC(E) immediately; b) investigate the complaint to determine its validity, ER and to assess whether the source of the problem is due to works activities; c) IEC if valid; ▪ Identify mitigation measures if a complaint is valid and due to works, identify mitigation measures; d) the works of the Project; ▪ Advise the Contractor if mitigation measures are required, advise the Contractor accordingly; e) review ; ▪ Review the Contractor's response on the to identified mitigation measures, and the updated situation; f) if the complaint is transferred from EPD, submit interim report to EPD on status of the complaint investigation and follow-up action within the time frame assigned by EPD; g) undertake ; ▪ Undertake additional monitoring and audit to verify the situation if necessary, and review that any valid reason for circumstances leading to the complaint does do not recur; h) report the investigation results and the subsequent actions to the source of complaint for responding to complainant (; ▪ If the source of complaint is referred by EPD, keep EPD informed on the results shall be reported within status of the time frame assigned by EPD)complaint investigation and follow-up action and report to EPD upon completion of the investigation; and i) record and ▪ Record the complaint, investigation, the subsequent actions and the results in the monthly EM&A reports. During the complaint investigation work, the Contractor and ER shall should cooperate with the ET Leader in providing all the necessary information and assistance for completion of the investigation. If mitigation measures are identified in the investigation, the Contractor shall should promptly carry out the mitigation. The ER shall should ensure that the measures have been carried out by the Contractor. A flow chart of the complaint response procedures is shown in Figure 7.1.11.1. Sample of the complaint log is shown in Appendix C.

Environmental Complaints. Complaints shall be referred to the ET Leader for carrying out complaint investigation procedures. 12.3.1.1 The ET Leader shall undertake the following procedures should be undertaken upon receipt of any environmental complaint: a) i. The Contractor to log complaint and date of receipt onto the complaint database and inform the IC(E) ER, ET and IEC immediately; b) ii. The Contractor to investigate the complaint with the ER and ET to determine its validity, and to assess whether the source of the problem is due to construction works activitiesof the Project, with the support of additional monitoring frequency and stations, if necessary; c) iii. The Contractor to identify mitigation measures in consultation with the IEC, ET and ER if a complaint is valid and due to worksthe construction works of the Project; iv. The Contractor to implement the mitigation measures as required by the ER and to agree with the ET and IEC any additional monitoring frequency and stations, identify mitigation where necessary, for checking the effectiveness of the remedial measures; d) if v. The ER, ET and IEC to review the effectiveness of the Contractor’s mitigation measures are required, advise the Contractor accordingly; e) review the Contractor's response on the identified mitigation measures, and the updated situation; f) if the complaint is transferred from EPD, submit interim report vi. The ET / Contractor to EPD on status of the complaint investigation and follow-up action within the time frame assigned by EPD; g) undertake additional monitoring and audit to verify the situation if necessary, and review oversee that any valid reason for complaint does circumstances leading to the complaints do not recur; h) report the investigation results and the subsequent actions to the source of complaint for responding to complainant (vii. If the source of complaint is referred by the EPD, the results shall be reported Contractor to prepare interim report on the status of the complaint investigation and follow-up action stipulated above, including the details of the mitigation measures and additional monitoring identified or already taken, for submission to EPD within the time frame assigned by the EPD); and i) viii. The ET to record the details of the complaint, results of the investigation, the subsequent actions taken to address the complaints and updated situation including the effectiveness of the mitigation measures, supported by regular and additional monitoring results in the monthly EM&A reports. During the complaint investigation work, the Contractor and ER shall cooperate with the ET Leader in providing all the necessary information and assistance for completion of the investigation. If mitigation measures are identified in the investigation, the Contractor shall promptly carry out the mitigation. The ER shall ensure that the measures have been carried out by the Contractor. A flow chart of the complaint response procedures is shown in Figure 7.1.

Environmental Complaints. Complaints shall The complaints handling procedure will be referred to the ET Leader for carrying out complaint investigation proceduresas follows. The ET Leader shall will undertake the following procedures upon receipt of a complaint: a(i) log complaint and date of receipt onto into the complaint database and inform the IC(E) IEC immediately; b(ii) investigate the complaint and discuss with the Contractor and ER to determine its validity, validity and to assess whether the source of the problem issue is due to works activities; c(iii) if a complaint is considered valid and due to worksthe works , the ET will identify mitigation measuresmeasures in consultation with the Contractor, ER and IEC; d(iv) if mitigation measures are required, the ET will advise the Contractor accordingly; e(v) review the Contractor's response on the identified mitigation measures, measures and the updated situation; f(vi) if the complaint is transferred from EPD, submit an interim report will be submitted to EPD on the status of the complaint investigation and follow-up action within the time frame assigned by EPD; g(vii) undertake additional monitoring and audit to verify the situation if necessary, necessary and review ensure that any valid reason for complaint does not recur; h(viii) report the investigation results and the subsequent actions to on the source of the complaint for responding to complainant (complainant. If the source of complaint is EPD, the results shall should be reported within the time frame assigned by EPD); and i(ix) record the complaint, investigation, the subsequent actions and the results in the monthly EM&A reports. During the complaint investigation work, the ET, Contractor and ER shall will cooperate with the ET Leader IEC in providing all the necessary information and assistance for completion of the investigation. If mitigation measures are identified in the investigation, the Contractor shall will promptly carry out the mitigationmitigation measures. The ER shall ensure ER/CEDD will approve the proposed mitigation measures and the ET and IEC will check that the measures have been carried out by the Contractor. A flow chart of the complaint response procedures is shown in Figure 7.1.