Brief for policy-makers
Executive summary
1. Introduction
1.1. Character and objectives of the Vade Mecum
1.2. Scope
1.3. Background to the Vade Mecum
1.4. Addressees
1.5. How the Vade Mecum was prepared
2. Citizen engagement
2.1. Introduction
2.2. Why the environment matters to people and people matter to the environment
2.3. Understanding the interaction between people and the environment
2.4. The policy cycle
2.5. Obligations and rights
2.6. Non-binding reference standards
2.7. Ensuring compliance: compliance assurance and other means
2.8. The role of citizen engagement
2.9. Motivation
2.10. Mechanisms for citizen engagement
2.11. Role of complaints in citizen engagement
3. Complaint-making
3.1. Introduction
3.2. What are complaints about?
3.3. Who complains?
3.4. When are complaints made?
3.5. To whom are complaints directed?
3.6. How are complaints made?
4. Complaint-handling
4.1. Introduction
4.2. Ends
4.3. Ways
4.4. Means: Complaint-handling bodies
4.5. Means: Principles
4.6. Means: Capabilities, capacities and tools
5. Conclusions Glossary