Citizens’ Complaints Centres (GH0033)

Problem to be addressed ● In 2016 Ghana created Citizens Complaint Centre to help combat corruption in the country. Since then, the Centres have not functioned effectively

What is the commitment?  Government to ensure that the Citizens Complaint Centre are effectively operationalized to help combat corruption by June 2023

Contribution of commitment to solving problem ● Reactivation of the Centres will renew confidence of citizens to submit complaints about corruption

Relevance of commitment to OGP values  Commitment is relevant to OGP values in that it offers opportunities for effective participation by citizens in the fight against corruption

Additional information

Milestone Activity with a verifiable deliverable Start Date: End Date:  Ministry of Information to initiate a review of the operation of the Centres Nov. 2021 June 2023  Ministry to publish information on activities of the Centres Nov. 2021 June. 2023  Centres are established in 8 regions Nov. 2021 June. 2023

Action Plan Review

Commitment 6. Operationalizing Citizens Complaint Centers

● Verifiable: Yes

● Does it have an open government lens? Yes

● Potential for results: Modest

Commitment 6: Citizens Complaint Centers 

This commitment could contribute to public accountability if it leads to the establishment of a mechanism for citizens to submit complaints that result in government action and response. Drafters could include activities and indicators for successful implementation. For example, will the Ministry of Information periodically conduct a review and publish information on the centers’ performance, or is this a one-time project? What does the establishment of centers entail—physical offices, call centers, an online commenting portal? What are the metrics to measure the effectiveness of complaint centers—a particular percentage of complaints resolved? Commitment holders are also encouraged to consider how implementation would address the obstacles faced by the existing centers, such as a lack of funding and public awareness.

Results Report

Commitment 6. Citizens’ Complaints Centers

Through this commitment, the government aimed to enhance the Commission on Human Rights and Administrative Justice’s (CHRAJ) capacity to fulfill its mandate by reviewing the policies, procedures, and practices related to grievance redress and complaint handling within CHRAJ. As recommended by the IRM, this commitment was revised to include more ambitious activities such as establishing robust legal and institutional frameworks, including the enactment of laws, establishment of M&E systems, conducting policy reviews, and enhancing workflow systems through online platforms, service standards, review of forms, and enhancing communication through website redesign.

None of the nine milestones listed in the revised commitment were carried out, but instead related activities were undertaken. These were internal facing to government and therefore did not contribute to opening government, but rather laid the groundwork for consequent implementation. According to the self-assessment report, CHRAJ, in collaboration with the World Bank, conducted a gap analysis of its existing complaints and redress mechanisms within its administrative justice mandate. The resulting report from this analysis was presented during a stakeholder meeting involving the Commission’s staff and management. A 10-member team from CHRAJ also undertook a benchmarking study tour to Kenya, visiting two institutions: The Commission on Administrative Justice (Office of the Ombudsman) Kenya and The Kenya National Human Rights Commission, to benchmark the online web-based complaint reporting systems of these institutions. [37] [38] Toward the end of the action plan cycle, CHRAJ secured funding from the World Bank for four zonal trainings on complaints and grievance redress. However, the implementation of these activities is set to occur outside the action plan period.