Cover -- Contents -- Abbreviations and Acronyms -- Local Terms -- Foreword -- Preface -- Summary of Lessons and Recommendations -- 1 Complaint Handling at the Agency for the Rehabilitation and Reconstruction of NAD and Nias -- 2 Capacity Building for Complaint Handling: The OSPF Experience in Aceh -- 3 Grievance Mechanisms under the Earthquake and Tsunami Emergency Support Project -- 4 The ETESP Grievance Facilitation Unit: Benefits, Challenges, and Lessons Learned -- 5 Complaint Handling in the ETESP Housing Sector: Experience of the Housing Oversight Consultant's Complaint and Grievance Unit -- 6 Involving Beneficiaries in Complaint Handling: The German Agro Action Experience in Pante Raja and Simeulue -- 7 Complaint Management, a Key Element in House Construction and Rehabilitation: The Muslim Aid Experience in Pidie -- 8 Complaint-Handling Challenges in a Community-Led Project: The UN-HABITAT Experience -- 9 Community Negotiations and Adat Values: Experience of HELP in Nias Selatan -- 10 A Complaint- and Grievance-Handling Mechanism in Conflict-Affected and Isolated Villages: The Cordaid Seunuddon Experience -- 11 Complaint Handling in Community Facilitation: The Bina Swadaya Experience -- 12 Complaint Handling Involving Project-Affected Persons: Experience in the ETESP Roads and Bridges Sector -- 13 Role of the Extended Mission in Sumatra in Complaint Handling for the ETESP -- 14 Complaint Handling under the Multidonor Trust Fund for Aceh and Nias -- 15 The Community-Based Settlement Rehabilitation and Reconstruction Project: Complaint-Handling Experience -- 16 Complaint Handling and Anticorruption Activities in the National Community Empowerment Program for Self-Reliant Rural Villages.

17 Handling Complaints Efficiently: Developing a Kecamatan-Based Complaint-Handling Mechanism and Independent Monitoring of Post-Tsunami Rehabilitation and Reconstruction Projects in Aceh -- 18 Adat Conflict Resolution: Experience from Rehabilitation and Reconstruction in Aceh and Nias.