Biuro Koordynacji Projektu Ochrony Przeciwpowodziowej Dorzecza Odry i Wisły

COMPLAINTS AND REQUESTS

Information regarding receipt and consideration of complaints and proposals at Polish Waters

Under the Constitution of the Republic of Poland, everyone has the right to lodge a complaint or proposal.

The subject of a complaint can be, in particular, neglect or improper performance of tasks by relevant authorities or their staff, a breach of the rule of law or of the interests of complainants as well as excessively lengthy or bureaucratic handling of a case.

The subject of a proposal can be, in particular, issues related to improvement of an organization, strengthening of the rule of law, streamlining of work and prevention of abuse, protection of property, and better meeting of the population’s needs.

It should be noted that it is the content of a letter, not its outward form, which determines whether the letter is a complaint or a proposal.

The rules for receiving complaints and proposals are governed by the provisions of:

  • Section VIII of the Act of June 14, 1960 – Code of Administrative Procedure (Dz. U. (Journal of Laws) of 2018 item 2069, as amended);
  • The Regulation of the Council of Ministers of January 8, 2002 regarding the organization of receipt and consideration of complaints and proposals (Dz. U. (Journal of Laws) No. 5, item 46). 

At the State Water Holding Polish Waters, the following units handle receiving and considering complaints and proposals:

  • The Complaints and Proposals Coordination Section of the Control and Internal Audit Department at the National Water Management Authority – State Water Holding Polish Waters, ul. Grzybowska 80/82, 00-844 Warszawa, tel. (22) 37 20 238, e-mail: sekretariat.kk@wody.gov.pl;
  • Organizational departments at the Regional Water Management Authorities – State Water Holding Polish Waters;
  • Organizational sections at the Catchment Management Boards – State Water Holding Polish Waters and the Water Management Stations – State Water Holding Polish Waters. Information on the addresses of the respective agencies and their contact data is available at the following website: www.wody.gov.pl.

Your complaint or proposal can be:

  • sent by mail to the following address: Państwowe Gospodarstwo Wodne Wody Polskie Krajowy Zarząd Gospodarki Wodnej, ul. Grzybowska 80/82, 00-844 Warszawa;
  • or to the addresses of the other Polish Waters agencies competent to handle your complaint or proposal;
  • delivered personally to the Office of:
    • the National Water Management Authority – State Water Holding Polish Waters, at ul. Grzybowska 80/82 in Warsaw, from Monday to Friday, between 8.00 and 16.00;
    • the Regional Water Management Authorities, Catchment Management Boards, Water Management Stations, during office hours of these agencies;
  • sent by electronic mail to the following address: skargi.wnioski@wody.gov.pl, or the electronic addresses of the Polish Waters agencies indicated on Polish Waters’ websites;
  • sent by electronic mail to the electronic inbox on the e-PUAP platform to the following address: KZGW/SkrytkaESP;
  • submit orally for record:
    • at the National Water Management Authority at Grzybowska 80/82 in Warsaw:
    • at the Complaints and Proposals Coordination Section, every day during office hours and on every Monday at 16.00-17.00, after prior phone arrangement with the office of the Control and Internal Audit Department at phone number +48 (22) 37 20 238;
    • in Polish Waters agencies during office hours of these agencies.

We inform that it is possible to use the available complaint/proposal forms posted on the website. These forms are also available in the offices of Polish Waters agencies.

Complaint/proposal form

It should be remembered that complaints and proposals, both sent by mail and electronic mail, should contain the first and last name (or the firm name) and address of the person/entity lodging a complaint or proposal. Any letter that does not contain such data will be left without consideration.

In case of any questions or doubts concerning complaints and proposals, please contact the staff of the Complaints and Proposals Coordination Section of the Control and Internal Audit Department at the National Water Management Authority: tel. +48 (22) 37 20 238, e-mail address: sekretariat.kk@wody.gov.pl.

In connection with receipt, consideration and handling of complaints and proposals, information regarding the processing of personal data is presented below.

Complaints, requests and opinions regarding the implementation and execution of the Odra River Basin Flood Protection Project and the Odra-Vistula Flood Management Project can be sent in writing to the Odra-Vistula Flood Management Project Coordination Unit (PCU) to the following address:

Project Director
The Odra-Vistula Flood Management Project Coordination Unit
al. Jaworowa 9-11
53-123 Wrocław
Poland

or by e-mail to the following address:

pcu@odrapcu.pl

Complaints, requests and opinions regarding the Implementing Agencies’ non-compliance with World Bank Operational Policies, the rules provided for in the Project documents (Environmental Management Plans, Land Acquisition and Resettlement Action Plans, Project Operations Manual, etc.), environmental procedures, laws, safety rules, conditions related to works being carried out, or any other matters can be sent to the PCU to the above indicated addresses.

The complaint processing procedure related to complaints concerning tenders is described in Chapter 7.5.6 of the OVFM Project Operations Manual (POM), whereas the complaint processing procedure related to those concerning land acquisition and resettlement is described in Chapter 5.6.8 and 6.4 of this Manual as well as in the Land Acquisition and Resettlement Action Plans (LA&RAP) for the individual works contracts.

The POM, LA&RAPs, and EMPs are posted on the PCU’s website in the “Documents” bookmark.

The GDPR information clause regarding personal data processing in connection with complaints and proposals lodged with the State Water Holding Polish Waters

Pursuant to Art. 13 para. 1 and 2 of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter referred to as GDPR), we inform that:

  1. The controller of your personal data is the State Water Holding Polish Waters (Polish Waters) having its registered office in Warsaw, 00-844 Warszawa, ul. Grzybowska 80/82 (hereinafter referred to as Polish Waters).
  2. The Data Protection Officer at Polish Waters can be contacted at the following email address: iod@wody.gov.pl, or by mail at the following address: Państwowe Gospodarstwo Wodne Wody Polskie, 00-844 Warszawa, ul. Grzybowska 80/82, Attention: “Data Protection Officer”.
  3. Your personal data will be processed in order to consider your complaint or proposal (legal basis: Art. 6(1)(c) of the GDPR in connection with the provisions of):
    • The Act of June 14, 1960 – Code of Administrative Procedure ( U. (Journal of Laws) of 2018 item 2069, as amended) – Section VIII. Complaints and proposals;
    • The Regulation of the Council of Ministers of January 8, 2002 regarding the organization of receipt and consideration of complaints and proposals ( U. (Journal of Laws) No. 5, item 46).
  4. Your personal data may be provided exclusively to authorities authorized in accordance with generally applicable laws.
  5. Your personal data will be stored for a period necessary to consider the complaint or proposal lodged by you and subsequently for a period determined in accordance with the regulations issued based on Art. 6(2) of the Act of July 14, 1983 on the National Archival Resources and Archives (Dz. U. (Journal of Laws) of 2019, item 553).
  6. In connection with the processing of your personal data, the have the following rights:
    • the right to have access to your personal data, including the right to obtain a copy of such data;
    • the right to have your personal data rectified (corrected);
    • the right to demand restriction of the processing of your personal data.
      To exercise the above rights, you may contact directly the controller or the Data Protection Officer at Polish Waters or submit a written request to the data controller at the a.m. mail or e-mail addresses.
  7. You also have the right to lodge a complaint with the President of the Personal Data Protection Office in Warsaw, at ul. Stawki 2, 00-193 Warszawa, when you consider that the processing of your personal data infringes any laws.
  8. Providing your personal data by you is a statutory requirement. The consequence of failure to provide such data will be to leave your complaint/proposal without consideration.
  9. Your personal data will not be subjected to any automated decision-making processes, including profiling.

The GDPR information clause regarding personal data processing in connection with petitions lodged with the State Water Holding Polish Waters

Pursuant to Art. 13 para. 1 and 2 of the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter referred to as GDPR), we inform that:

  1. The controller of your personal data is the State Water Holding Polish Waters (Polish Waters) having its registered office in Warsaw, 00-844 Warszawa, ul. Grzybowska 80/82 (hereinafter referred to as Polish Waters).
  2. The Data Protection Officer at Polish Waters can be contacted at the following email address: iod@wody.gov.pl, or by mail at the following address: Państwowe Gospodarstwo Wodne Wody Polskie, 00-844 Warszawa, ul. Grzybowska 80/82, Attention: “Data Protection Officer”.
  3. Your personal data will be processed in order to consider the petition lodged by you (legal basis: Art. 6(1)(c) of the GDPR in connection with the provisions of the Act of July 11, 2014 on Petitions (Dz. U. (Journal of Laws) of 2018, item 870).
  4. Your personal data may be provided exclusively to authorities authorized in accordance with generally applicable laws.
  5. Your personal data will be stored for a period necessary to consider the petition lodged by you and subsequently for a period determined in accordance with the regulations issued based on Art. 6(2) of the Act of July 14, 1983 on the National Archival Resources and Archives (Dz. U. (Journal of Laws) of 2019, item 553).
  6. In connection with the processing of your personal data, the have the following rights:
    • the right to have access to your personal data, including the right to obtain a copy of such data;
    • the right to have your personal data rectified (corrected);
    • the right to demand restriction of the processing of your personal data.
      To exercise the above rights, you may contact directly the controller or the Data Protection Officer at Polish Waters or submit a written request to the data controller at the a.m. mail or e-mail addresses.
  7. You also have the right to lodge a complaint with the President of the Personal Data Protection Office in Warsaw, at ul. Stawki 2, 00-193 Warszawa, when you consider that the processing of your personal data infringes any laws.
  8. Providing your personal data by you is a statutory requirement. The consequence of failure to provide such data will be to leave your petition without consideration.
  9. Your personal data will not be subjected to any automated decision-making processes, including profiling.

NOTE!
Pursuant to the Regulation of the Council of Ministers of January 8, 2002 on the organization of the reception and processing of complaints and requests (Dz.U. (Journal of Laws) No. 5 of January 22, 2002, item 46), “Any complaint or request that does not include the first name and surname (name) and the address of the submitter shall be left unconsidered”.

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