Welcome to the "Complaint Reporting and Management in Public Procurement" course offered by PPRA's e-learning platform. This course is designed to equip participants with the knowledge and skills necessary to effectively handle complaints related to public procurement processes. Participants will learn best practices for receiving, investigating, and resolving procurement-related complaints in a fair, transparent, and efficient manner.

Course Objectives:

  • Understand the importance of complaint reporting and management in maintaining transparency and accountability in public procurement.
  • Learn about the legal framework and regulatory requirements governing complaint handling in procurement.
  • Develop proficiency in identifying, documenting, and escalating procurement-related complaints.
  • Gain insights into investigation techniques and dispute resolution mechanisms for resolving complaints.
  • Enhance skills in communication and stakeholder engagement during the complaint management process.

Course Modules:

  1. Introduction to Complaint Reporting in Procurement

    • Importance of complaint handling for maintaining integrity and fairness in procurement processes.
    • Overview of the legal and regulatory framework for managing complaints.
  2. Types of Complaints in Public Procurement

    • Common types of complaints encountered in public procurement activities.
    • Understanding the causes and implications of procurement-related complaints.
  3. Complaint Reporting Procedures

    • Procedures for receiving, registering, and tracking complaints in procurement.
    • Documentation requirements and confidentiality considerations.
  4. Investigation Techniques and Evidence Gathering

    • Techniques for conducting fair and impartial investigations into procurement complaints.
    • Gathering and analyzing evidence to support complaint resolution.
  5. Dispute Resolution and Mediation

    • Overview of dispute resolution mechanisms available for resolving procurement-related disputes.
    • Mediation and negotiation strategies for reaching satisfactory outcomes.
  6. Stakeholder Engagement and Communication

    • Importance of effective communication with complainants, stakeholders, and procurement teams.
    • Managing expectations and maintaining transparency throughout the complaint resolution process.
  7. Ethics and Integrity in Complaint Management

    • Ethical considerations in handling complaints and maintaining confidentiality.
    • Upholding integrity and professionalism in complaint resolution.
  8. Case Studies and Best Practices

    • Analysis of real-world case studies highlighting successful complaint resolution strategies.
    • Review of best practices and lessons learned in complaint reporting and management.

Delivery Method:

This course will be delivered through a series of online modules, interactive presentations, case studies, and assessments accessible via the PPRA e-learning platform. Participants will have opportunities to engage in discussions and simulations to apply complaint management concepts.

Who Should Enroll:

This course is suitable for procurement professionals, contract managers, compliance officers, and individuals involved in public procurement activities. Participants seeking to enhance their skills in complaint reporting and management within the context of procurement will benefit from this course.


Upon successful completion of the course and assessments, participants will receive a certificate of completion, demonstrating their proficiency in complaint reporting and management in public procurement.

Join us in mastering the art of complaint handling in public procurement and contribute to fostering transparency and accountability in procurement practices. Enroll now to develop essential skills in managing procurement-related complaints effectively!