NCDMB COMPLAINTS REPORTING AND DOCUMENTING PROCEDURE

The SERVICOM UNIT are designated to receive, document and investigate and resolve all complaints based on the following organogram:

Complaint / Desk Officers:

A Complaint Desk Officer receives and logs in every complaint into the Servicom complaint Register- that is both complaints from external and internal stakeholders. The Desk Officer then passes the report to the Service Improvement Officer, who shall in turn investigate the complaint and report finding / recommendation to the Focal Officer of the Board for final necessary action. 

Complaint Desk Officers:

A Complaint Desk Officer receives and logs complaint from both external and internal stakeholders to servicom compliant register. The Desk Officer then sends the report to the Service Improvement Officer, who, in effect, must review the allegation and report finding / recommendation to the Board’s Focal Officer for final action required.

REMEDIAL PROCEDURE

LEVEL 1

• Reporting any complaint to the nearest SERVICOM window in NCDMB, which shall be through a SERVICOM Desk Officer sitting in either of NCDMB Zonal Offices or, NCDMB Head office, Opolo, Yenagoa, Bayelsa State, Nigeria.
• Logging the complaint(s) into the Complaint Register, which must be acknowledge by the officer in charge by email or by post within 2 working days from the date of logging of the report.
• Communicating the action taken by the Board to resolve the complaint within 5 working days of the date it was acknowledged.
• Communicating to the complainants how the complaint(s) are handled within 2 weeks using a feedback method.

LEVEL 2

• A complainant who is not satisfied on how the complaint was resolved or handled may proceed to the Manager, NCDMB SERVICOM Unit as the focal Person, who is expected to review the matter within five working days and send the complainant another feedback.

LEVEL 3

• If a complainant is not pleased with how the complaint was treated at the above two levels of intervention, the complainant is to file with the Executive Secretary a new report outlining the misgivings or shortcomings found at both levels 1 & 2 of the interventions.

LEVEL 4

• If a complainant is not satisfied with the Board’s handling of a complaint through Levels 1, 2 and 3, the complainant may file a complete evaluation and intervention report with the Ministerial Nodal Officer of the Ministry of Petroleum Resources (MPR).
• The Director of Reform & Servicom is the Ministerial Nodal Officer, and the  Assistant Nodal Officer is the Deputy Chief Reform & Servicom.

LEVEL 5

• The same complaint may be lodged  with the SERVICOM COMPLAINTS MANAGER, ROOM 23, ANNEX BLOCK, PLOT 1046, USMAN DAN FODIO CRESCENT, ZONE A4, OPPOSITE BANQUET HALL, PRESIDENTIAL VILLA, THREE ARMS ZONE, ASOKORO in the unlikely event of a person not being pleased with the handling of his complaint by the Ministry Nodal Officer in the MPR.