Public Grievance Mechanism
“Mini Maritsa–iztok” EAD has a developed procedure for dealing with all grievances related to the Project, in line with the requirements of the EBRD.
The purpose of this procedure is to regulate clear and working rules for interaction between citizens and “Mini Maritsa – iztok” EAD staff and to improve the effectiveness of communication between the parties. The procedure defines the order and responsibilities for filing, registering, processing and responding to requests, complaints, suggestions, reports and inquiries to "Mini Maritsa-iztok" EAD.
The graph below provides an overview of the Grievance Mechanism for the implementation of the project.
The process of filing and processing of complaints includes the following steps:
- Any person or institution has the right to lodge a grievance or an alert to the Management related to the procedure of property purchasing at each stage of the procedure as well as in each phase of the project for other exciting questions. The owner /tenant shall legitimate himself through a document of ownership /Rental contract and identity card or a Letter of authorization with a notary certification of signature. Any other affected persons shall legitimate him or her through a document of ownership/Rental contract and identity card only.
- Requests, suggestions and quires can be lodged in "Mini Maritsa-iztok"EAD by phone, fax, e-mails and as a hard copy, as well as through the four mail boxes situated at the three mines and in the Administration building of the Company. "Mini Maritsa - iztok" EAD has also developed a grievance form approved by the Executive Director – Public Grievance Form that can be easily filled in. That form for public grievances (See Attachment 3) is available for lodging of grievances. Such forms for grievances will be available as printouts in the project, as and electronic versions in "Mini Maritsa-iztok"EAD, website: http://www.marica-iztok.com/en/page/corporate-responsibility-4-1.html
- Regardless of the form in which they are submitted, the requests, grievances, suggestions, signals and queries shall be registered the Company’s electronic registry systems “Acstre–office”, with a unique incoming number and the date of their submission. Anonymous grievances although cannot be replied to for obvious reasons, never less be investigated and if deemed appropriate the results of the investigation will be publicly available. Copies of the Letters of grievance shall be submitted to Investment Department at the Administrative building in Company’s registry system.
- Once the document is registered in the Company’s registry systems, all applications put in the contact person’s mailbox to familiarize, assessment and referral to the competent officials for assistance or answer by written resolution within 3 days.
- After receiving of grievance (advised by the respective competent person) the Executive Directors should appoint a Committee. In the Composition of the Committee shall in all cases include officials related to the subject matter of the grievance. The Committee has to finalize its investigation in 20 days from the date of receipt of the grievance.
- Based on the findings and recommendations of the Commission, listed in the Protocol, a written response shall be issued to the complainant within 5 days. If the complaint is found that the complainant is legitimate, measures shall be taken immediately to put an end to the identified illegal activities as well as measures to mitigate the consequences.
- In case of disagreement with the Committee’s response, a recourse mechanism shall be applied. The order of recourse or appeal can either follow the hierarchical order of management of MME (i.e. The Board of Directors, the Bulgarian Energy Holding, The Ministry of Energy ,The Prime-minister),or it can be directed to The Ombudsman, The National Legal Aid Bureau, etc. People can seek the rights by judicial proceeding through the National Courts.
- “Grievances Register" is registered and maintained by the "Investments" Department of “Mini Maritsa-iztok “EAD -Administration Building.