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Workshop on Complaints in Public Procurement

Complaints in public procurement are not just inevitable—they’re essential for transparency and accountability. However, if mishandled, they…

Complaints in public procurement are not just inevitable—they’re essential for transparency and accountability. However, if mishandled, they can lead to project delays, audit objections, reputational damage, or even litigation.

This workshop focuses on the structured management of procurement-related complaints and grievances. Participants will gain in-depth knowledge of complaint mechanisms, legal rights of bidders, institutional redressal systems (like Grievance Redressal Committees, regulatory appeals, and ombudspersons), and practical techniques to resolve disputes in accordance with national and international frameworks including PPRA, World Bank, ADB, and UNCITRAL standards.

Through case studies, role-play, and legal insights, the session prepares professionals to manage complaints proactively and fairly—protecting both the procuring agency and the rights of bidders.


How is this Workshop Helpful?

A well-handled complaint process builds public trust, improves procurement quality, and protects against regulatory penalties. This workshop provides you with the skills to:

  • Reduce procurement disputes and escalation to courts or donors

  • Strengthen your procurement process defensibility in audits or inquiries

  • Improve bidder confidence and participation

  • Align your grievance procedures with legal standards and donor requirements

Whether you’re in the public sector or advising private bidders, these skills are essential for navigating complex procurement environments.


What Will You Be Able to Do After Attending?

  • Understand the legal framework for complaints under PPRA, World Bank, ADB, and UN systems

  • Establish or strengthen institutional complaint-handling mechanisms

  • Draft and respond to complaints professionally, with legal backing

  • Conduct fair hearings, investigations, and resolution processes

  • Maintain transparency, documentation, and audit-readiness throughout the process

  • Prevent common causes of bidder dissatisfaction and project disputes

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What Will You Learn?

  • Complaint rights of bidders and post-bid remedies
  • Roles of procuring agency, regulators, ombudspersons, and courts
  • Complaint timelines, eligibility, documentation, and redress mechanisms
  • Best practices in responding to and resolving complaints
  • Preventive tools: transparency, communication, and proper evaluation criteria
  • International practices: World Bank/ADB’s complaint review mechanisms
  • Case studies: successful resolution and lessons learned

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