Serbia: Establishment of the Business Inspections Contact Center



TCRS Number:


Business sector:


Notice type:




PSD disclosed:

20 Dec 2019

Project Description

In parallel with process of developing inspections capacity to supress shadow economy that is being supported by EBRD since 2017, very important for inspection oversight reform will be to encourage citizen and business entities to report irregularities and complaints on work of inspectors. This has been addressed in the National Program for Countering Shadow Economy for the period 2019-2020 adopted by the Government of Serbia in April 2019. One of key measures in this Program is to establish a comprehensive Contact Centre where business and citizen will be able to report irregularities, as well as establishing the Book of Inspection Practices that will enable learning from experience for further improving of overall inspections oversight. The Contact Centre is expected to significantly contribute to suppression of grey economy that is seen as one of key problems of business environment in Serbia. It will contribute to have fair and equal market conditions for all players, which is very important particularly to those players (EBRD banking clients) that suffer from unfair and irregular competition.

The scope of work under this TC shall include the following:
1. Engagement of operators, expert associates and web administrator to perform activities that would enable Contact centre and the Book of Inspections Practice to be valid tool for suppression of grey economy
2. Promotion of contact centre to inform and stimulate business entities and citizen to report irregularities

TC – technical cooperation


Any competitive selections for business opportunities relating to this project will be published on the EBRD's website: Consultancy Procurement Opportunities.

General enquiries

EBRD project enquiries not related to procurement:
Tel: +44 20 7338 7168

Access to Information Policy (AIP)

The AIP sets out how the EBRD discloses information and consults with its stakeholders so as to promote better awareness and understanding of its strategies, policies and operations following its entry into force on 1 January 2020. Please visit the Access to Information Policy page to find out what information is available from the EBRD website.

Specific requests for information can be made using the EBRD Enquiries form

Independent Project Accountability Mechanism (IPAM)

If efforts to address environmental, social or public disclosure concerns with the Client or the Bank are unsuccessful (e.g. through the Client’s Project-level grievance mechanism or through direct engagement with Bank management), individuals and organisations may seek to address their concerns through the EBRD’s Independent Project Accountability Mechanism (IPAM).

IPAM independently reviews Project issues that are believed to have caused (or to be likely to cause) harm. The purpose of the Mechanism is: to support dialogue between Project stakeholders to resolve environmental, social and public disclosure issues; to determine whether the Bank has complied with its Environmental and Social Policy or Project-specific provisions of its Access to Information Policy; and where applicable, to address any existing non-compliance with these policies, while preventing future non-compliance by the Bank.

Please visit the Independent Project Accountability Mechanism webpage to find out more about IPAM and its mandate; how to submit a Request for review; or contact IPAM  via email to get guidance and more information on IPAM and how to submit a request.

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