SERVICE STANDARDS, COMPLAINTS & COMPLIMENTS
PROCEDURE FOR THE BEAPA
1. BACKGROUND
Purpose
The purpose of the Botswana Environmental Assessment Practitioners Board/Association is to register
and certify Environmental Assessment Practitioners (EAPs) (in terms of Section 20 of the Environmental
Assessment Act, No. 10 of 2011) and carry out any other activities in order to promote the sustainable
management of the environment through the realisation of quality environmental assessment in
Botswana
Vision
To be a replicable model in southern Africa, and the rest of the world, in promoting the sustainable
management of the environment through the realisation of high quality environmental assessments.
Mission
To provide quality assurance in the environmental assessment industry so as to safe guard
environmental stewardship and sustainability by promoting international best practice in the use of
impact assessment for informed decision making regarding policies, programmes, plans and projects.
We will achieve this by;
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Defining and adhering to minimum industry standards for registration and certification of EAPs;
Upholding a defined Code of Conduct for EAPs and acting in the best interest of the
environment, sustainability and the public good;
Striving to continually improve EAPs' professional knowledge and skills development so as to
stay current with new developments in impact assessment;
Advising all the relevant parties on the prevailing best practice in environmental assessment;
and,
Promoting awareness of the purpose and practice of environmental assessment;
Values
Quality - We will deliver consistent high quality service to our clients in our endeavour to promote
sustainable development;
Ethics - We will conduct our business with integrity and honesty, and free from misrepresentation or
deliberate bias;
Sustainable development - We acknowledge that we have a duty of care to present and future
generations and to this end we promote sustainable and equitable outcomes from human actions that
affect ecosystem and social functions.
2. SERVICE STANDARDS
BEAPA aims to provide the high standards of service to our valued customers in keeping with our vision,
mission and values. The service principles and standards below define our turnaround time in defined
services.
In delivering outstanding services to our valued customers we shall live by the following PRINCIPLES:
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Professionalism in client service delivery;
Consistent friendly service provision epitomised by a smiling face;
Timeous response to our clients, including feedback;
Effective communication regarding our services and widely accessible information through
various media;
Hold our staff accountable for their actions;
Ensuring compliance with our set service standards through a feedback mechanism.
A. Internal Standards
Process/Activity/Outcome
Standard
1.
Accounts update
Weekly
2.
3.
4.
5
6.
7.
8.
9.
10.
11.
Annual Work Plan
Quarterly Progress Report
Cash Reconciliation Report
Payroll
Agenda Sent to Board/Committee Members
Quarterly Financial Report
Annual Report Publication
Board/Committee Meeting Minutes Drafted
Updating of Register
Issuance of Invoice
Annual (in December)
Quarterly (Mar, Jun, Jul, Oct)
Monthly
Every Month (25th)
1 week before Board Meeting
Quarterly (Mar, Jun, Jul, Oct)
Annual (April)
4 weeks after Board Meeting
3 weeks after Board Meeting
1 week (after
B. External Standards
12.
13.
14.
15.
16.
Acknowledgement of receipt of application for registration
and certification OR any correspondence
Response to External Letters
Convene board meeting to make decision on application
Response to applicant after board meeting
Issuing of certificates to successful applicants
2
Upon submission of application
1 week
Quarterly
2 weeks
2 weeks after board meeting
17.
18.
19.
Payments to Creditors
Notification of Registered EAPs in Govt Gazette
Annual & Financial Report Submission to MEWT
1 week after receipt of invoice
Annual (in January)
Annual (within 6 months of end
of financial year
3. COMPLAINTS PROCEDURE
What is a complaint?
An expression of dissatisfaction with the quality of a product or service rendered to a customer.
STAGE 1
STAGE 2
STAGE 3
Register your complaint by calling
3133256
or
emailing
feedback@beapa.org.bw
If not happy with the
Registrar/Executive Secretary’s
response, escalate to the Board
Vice Chairperson.
If still not happy with the Board
Vice Chairperson’s response,
escalate
to
the
Board
Chairperson.
The Board Vice Secretary will reinvestigate the complaint and
resolve it.
The Board Chairperson will
cause the complaint to be
discussed in a board meeting.
The Administration Officer will
note the details of the complaint
and
escalate
to
the
Registrar/Executive Secretary who
will investigate and resolve the
complaint.
4. COMPLIMENTS PROCEDURE
What is a compliment?
A praise testimony regarding quality of a product(s) or service(s) received.
STAGE 1
STAGE 2
Register your compliment by
calling 3133256 or emailing
feedback@beapa.org.bw
The Registrar/Executive Officer
will have the compliment filed
and/or brought to the attention of
the Board Chairperson to inform
the annual performance review.
The Administration Officer will
note down the compliment for the
attention
of
the
Registrar/Executive Officer
3