the user manual for this site here.
Contents
1. 6 1 HOW TO REPORT A COMPLAINT ONLINE To report a new complaint 1 Log onto the website using your email address and password 2 Go to Register a complaint in the main menu and then click on Report online in the dropdown menu below it NON TARIFF BARRIERS BORDER lt ESS Identifying Reporting and Monitoring Mechanism ALLIANCE NON TARRIF NON TARIFF COMPLAINTS POLICY LINKS CONTACT US BARRIERS MEASURES STATISTICS CHANGES Report Online Please register your complaint using the form bek Reporting using a mobile Mione Country affected by NTB Country Select the country Yv 3 Complete the form on the page that opens by providing as much detail as possible about the complaint Once all the information is complete click the Submit your complaint button at the bottom of the form NOTE e You will be prompted to review your profile details and to make changes if necessary e All fields marked with an asterisk are compulsory and must be completed Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 11 September 2014 6 2 HOW TO UPLOAD A FILE Supporting documents can be uploaded as part of the complaint submission To upload a file 1 D R wo N Click on Browse then locate the file on your computer select the file and click on Open Provide a description of the file To add additional files click on Add another file and repe2. BORDER lt ESS NON TARIFF BARRIERS Identifying Reporting and Monitoring Mechanism oy www tradebarrierswa org User Manual September 2014 This mechanism supports regional integration in ECOWAS and UEMOA and was developed with support from UK AID under the SWARIP programme mei uKaid SAANA CONSULTING CONTENTS t REPU C CO BN soccer a dec tee coeaeeasrecar dees eretacecinarteatacettestenesasadseaieessuwossecsses 2 PROCESS OVEN VICW iinis aida eieadeeceheadien 3 Accessing the SV SUC act aca esate especie cette eaten e wets eee caee saosin 5 AA How to access the website acacia sedis prerelease siehels le sndetie lave te tele uetcilecedeetasietcuc hutuat is 5 4 2 How to create a NEW USEF ACCOUNT riiin a aa aa i 6 4 3 How to log in if you have already registered cccccceececeeeeceeeeseeeeseeeeseeeesees 8 AA TOW TO TESCL VOUr DASSW ONG wan vias neaictainned studded stavacinunerdeesvecstereunenteveteualvesiivnusys 9 4 Editing your User profe xcccscceseiesescceiceesccndvcesedetaccestscuvesidecesseessdencweseieseswcnieecsaceceseest 10 4 1 How to edit your USer Profile ec E E E ER 10 5 Submitting and tracking COMPIAINMS cccccccseeseeeeeeeeeeeneesenseesenseesenseesenseeseneees 11 6 1 How to report a complaint online cece ceececeeeceeeeeeeeceeeseeeeeeeeseeeseueeseeenaees 11 62 2 Corgle 72 6 ers ey a meme eee re nen ers rt et tn er nn ers ee eae 12 Gro R
3. using your new password Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 9 September 2014 4 EDITING YOUR USER PROFILE 4 1 HOW TO EDIT YOUR USER PROFILE All registered users can log into the website and edit their own user profiles To edit your profile on the website 1 Log into the website using your email address and password 2 Goto the Your account menu at the TOP LEFT of the screen and then click on Edit your details NON TARIFF BARRIERS Identifying Reporting and Monitoring Mechanism Complaints you have registered Edit your details Change your password Edit your details This allows the user to update his her profile details e Email address e First name e Last name e Gender e Nationality e Contact details telephone and mobile numbers e Sector Change your password This allows users to change their passwords NOTE e Before submitting complaints users are able to review the information contained in their profile and make changes if necessary Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 10 September 2014 5 SUBMITTING AND TRACKING COMPLAINTS All registered users are able to submit and track complaints via the NTB website Unique reference numbers are assigned to complaints by the system automatically on submission Focal points can also register a complaint on behalf of a complainant
4. 4 1 HOW TO ACCESS THE WEBSITE To access the NTB website type the following URL into the address bar of your browser http www tradebarrierswa org The home page displays as follows NON TARIFF BARRIERS Identifying Reporting and Monitoring Mechanism NON TARRIF NOM TARIFF REGISTER A COMPLAINTS POLICY CONTACT US BARRIERS MEASURES COMPLAINT STATISTICS CHANGES What is a Non Tariff Barrier NTB Report an NTB Report from a mobile phone Non Tariff Barriers NTBs refer to Reaister your complaint Coming Soon restrictions that result from prohibitions conditions or specific Your complaint will be market requirements that make importation or exportation of products difficult and or costly 1 Reported to the appropriate country representatives 2 Published on this website Read more Latest Policy Changes Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 5 September 2014 4 2 HOW TO CREATE A NEW USER ACCOUNT NOTE e Users must be registered in order to log on to the system to perform any functions relating to submission and tracking of complaints To create a new user account NON TARIFF BARRIERS BORDER lt ESS Identifying Reporting and Monitoring Mechanism ALLIANCE E Fran ais E English a j i a Vos gt F P m Ls ry i Lg LA A aie a i
5. IOW 1O ack a COMPIAIN oriista pionin nan EE 13 6 SUDDO oi E A R A E R E R 15 Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 1 September 2014 1 INTRODUCTION The Borderless Alliance in its capacity as the leading regional advocacy platform for the private sector to voice its concerns and collaborate with decision makers on finding solutions to common problems seeks to promote a better business environment in West Africa through efficient trade facilitation tools To this end Borderless Alliance continually enhances its mechanisms for identifying reporting and monitoring NTBs contributing towards streamlining of non tariff barriers in the West African region in order to promote a better business environment The mechanism for reporting and monitoring NTBs is a private sector initiative whose ultimate objective is to improve identification and monitoring of NTBs as well as contribute towards the improvement of the policy environment in West Africa It acts as an advocacy tool that enables real time interaction between private and public sector stakeholders The tool will provide evidence required to engage high level stakeholders in addressing barriers faced by traders in the region The stakeholders are drawn from the various supply chains including government and it institutions port authorities freight forwarders logistics operators manufacturers traders and farmers The mechan
6. at the process Files added incorrectly to the form can be removed by clicking on Remove file Files are uploaded and saved when the Submit your complaint button is clicked Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual September 2014 12 6 3 HOW TO TRACK A COMPLAINT Users can track the status of complaints which they have submitted using the NTB we bsite To track a complaint 1 Log into the website using your email address and password 2 Goto the Your account menu at the TOP LEFT of the screen and then click on Complaints you have registered NON TARIFF BARRIERS Identifying Reporting and Monitoring Mechanism Complaints you have registered Edit your details id z i u x r g gm 2 lt x er i Change your password pa te Ye ee lt TEE e NS i A if Og BS Se g iD ci i ne 3 This displays a list of all the complaints you have submitted To search for a complaint in the list 1 To search for specific complaints use any of the following search criteria a Enter search terms in the General Search field OR b Sort the Complaint number and Date of incident columns by clicking on the column headers OR c Filter the remaining columns NTB Type Location Reporting country and Status by clicking on the filter icon and selecting certain conditions 2 Click the View button to see the specific complaint Borderless All
7. er 2 Click on the Login button located at the TOP RIGHT of the screen Email address Password Create an account 3 Fill in your email address and password Then click on Login 4 Once logged in the login button and form is no longer visible and a Logout button appears at the TOP RIGHT of the screen 5 Click the Logout button to end your session LINKS CONTACT US Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual g September 2014 4 4 HOW TO RESET YOUR PASSWORD To reset your password 1 Open the website in a browser 2 Click on the Login button located at the TOP RIGHT of the screen followed by the Reset your password button at the bottom of the login form Password 3 The Reset password form will open Reset password Please enter the email address that you originally registered with The system will send you an email containing a link which you can then use to reset your password Email address amp Reset password Enter your email address and click on Reset password 5 The system will email a once off password reset link Click on the link in this email to reset your password 6 The link opens a form where you can create a new password Enter your new password in both fields and then click Change password 7 You will now be able to login
8. i n N owes F NON TARIFF REGISTER A COMPLAINTS POLICY LINKS CONTACT US RIERS MEASURES COMPLAINT STATISTICS CHANGES 1 Open the website in a browser 2 Click on the Login button located at the TOP RIGHT of the screen 3 Click on the Create an account link at the bottom of the login form Taree iors iia oa ee ae z i A a Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 6 September 2014 4 The Create a new account form will open Register Email address Re enter your password First name Last name 5 Complete the Registration form and click on the Register button 6 The system will email a once off activation link 7 Click on the link in the email in order to activate your account 8 Once your account has been activated you can log into the site following the directions for registered users in section 4 3 NOTE e Fields marked with an asterisk are compulsory e Users must activate their accounts by clicking on the activation link sent to their email address when registering e Users will not be able to log into the website unless their account has been activated Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 7 September 2014 4 3 HOW TOLOG IN IF YOU HAVE ALREADY REGISTERED To log into the NTB website 1 Open the website in a brows
9. iance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 13 September 2014 a General Search Searches all complaint based on search terms provided c Filter See instructions in the following image Your complaints S in Lota Search list of complaints Complaint number Y HTE Type Date of Location Reporting country or region incident 6 1 Por import deposits and subsackes 1 06 06 Botswana BURS Botswarw Hew View b Sort prior to allowing any goods Click on the column headers to sort listed H Cepass enough to cove 5 Click here to view more complaints ne ORR Ven 0 EON pee Wemeied ps wing that ve o So Cularhy d you dant stay in Gaborone where most of the E g Clicking on the Date of incident header will ured by the importer and can result in goods being sort the complaints according to date in ascending fal consignments where the VAT owed is only a few order Clicking the header again will sort the dates p Gaborone at the righi ime which offen changes in order in descending order about this complaint 08 Botswana Martins Orit Botswana thew View Complaint lime taken to clear both sade hegh cost of pmid to cleanng agents both sides and attdude of Botswana customs oficinas S a Senues concen and amor NTE Whai you encounter g boarders Gg nmconastan and contracts whit the government preaches m rabon to SMME develope Your complaints 1 Click on
10. ism will initially focus on selected countries in the sub region The aim of the e platform e portal is to improve reporting and monitoring of NTBs by stakeholders consolidate current NTB data collection and Border Information Centre activities of the Borderless Alliance The pilot e platform is a highly interactive real time reporting monitoring and advocacy tool which if managed properly leads to efficient management of NTBs with potential to cover the entire West African region It also can facilitate trade through NTB information dissemination awareness creation and improved advocacy roles with policy makers The e platform also facilitates the enhancement of capacity building activities in the participating countries The mechanism was developed with support from UK AID under the SWARIP Regional Policy Fund Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 2 September 2014 2 PROCESS OVERVIEW Complaints are submitted to the system via the NTB website Once the e platform receives a submitted complaint an administrator manages the process to review and classify the complaint as an NTB Once activated as an NTB on the system the process of monitoring commences The processes for complaint submission is described and illustrated below Report complaint via text message or voice call i ARR A A A A aeee ep Complainant F rs Register complaint online Y Notifica
11. m Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 15 September 2014
12. the filter 5m bota Search NSE Q CETIRI S Complaint number Y HTE Type Date of Reporting country or region incident Search iiwn tat NTB 000 6 1 Pno mpor depos s and subarkes 460 Cl New bin nt Complaint registered with REC 2 Select the conditions you want to specify Pe Flin process your search with E g selecting Resolved PER will search for listed complaints that have y Non acbensble been resolved muned fo South Anca at the mmporlers expense For s hundred Pula more money can be spent on trying to get to Gaborone tone Which offen changes mn onder NTB 000 28 Lengthy and costly cus 3 Click on Apply Search artes Drift Botswana Hew 455 proc Ours Complaint tene taken to clear both sade hogh cost of pmd to cleanng agents both sides and atttude of Botswana customs officials amp a Serug concen and a mow NTE Whai you encounter boarders is mconarstant and cortradicts what the government preaches m r labon to SMME deweloprneni 2 Click here to view more about this complaint Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 14 September 2014 6 SUPPORT Please do not hesitate to contact Borderless Alliance if you need any assistance in using this website BORDER lt ESS ALLIANCE Borderless Alliance 4th Street Kuku Hill Osu Accra Ghana Mobile 233 244334589 Office tel 233 0 302 762935 0302762696 Email info borderlesswa co
13. tions from systern e platform Register complaint online on behalf of complainant Notifications from system Manage complaints inthe system Trade advisors amp Border Information Centres System administrator Notifications from system Support and maintain system Monitor complaints Webmaster RECs and other stakeholders Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 3 September 2014 Process overview description 1 Complaint is reported using the online reporting form a Anew user creates and account or if already registered logs into the system b The user or the focal point completes the online reporting form providing details about the incident or problem experienced 2 Notification of complaint sent to System administrator by the system 3 The System administrator logs onto the system and examines the complaint 4 The System Administrator then does one of the following a Classifies the complaint as an NTB and appoints Focal Point user s to start the resolution process b Classifies the complaint as not being an NTB c Moves the complaint to Trash if irrelevant for SPAM submissions 5 Complainant or focal point logs in to view status of complaint Borderless Alliance Non tariff Barriers Identifying Reporting and Monitoring Mechanism User Manual 4 September 2014 3 ACCESSING THE SYSTEM
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