Grievance Redress Mechanism (GRM) (BWSPIP)

The GRM aims to resolve grievances in a timely, fair, and efficient manner while promoting transparency, accountability, and stakeholder trust.

Specifically, the GRM:

• Provides accessible avenues for raising concerns
• Ensures fair and mutually acceptable resolutions
• Promotes transparency and accountability
• Identifies systemic issues and corrective measures
• Reduces reliance on judicial proceedings
• Ensures affected communities are treated respectfully

The GRM guarantees:

• Confidential handling of complaints
• Protection of personal data
• Non-retaliation against complainants
• Timely resolution

Two separate GRMs operate under:

• PIU – Irrigation Department (BID) (Component A)
• PIU – QWASA (Component B)

Each Project Implementation Unit (PIU):

• Manages and tracks grievances independently
• Maintains accessible submission channels
• Ensures timely resolution
• Reports GRM performance to the World Bank

Both GRMs are culturally appropriate, widely communicated, and accessible to affected populations.

4.1 Who Can Submit a Grievance?

The GRM is open to:

• Project-Affected Persons (PAPs)
• Local communities
• Workers and contractors
• Suppliers and vendors
• Government staff
• Any interested individual or organization

Anonymous complaints are accepted.

4.2 Issues That May Be Raised

Grievances may relate to:

• Environmental and social impacts
• Land acquisition and asset-related matters
• Labor and working conditions
• Occupational and community health and safety
• Labor camps and contractor practices
• Harassment or misconduct
• Gender-Based Violence (GBV) / SEA/SH (confidential handling)
• Conduct of security personnel
• General project implementation activities

Grievances may be submitted through:

• Online grievance form
• Email
• Phone/SMS
• WhatsApp
• Written application
• Suggestion/complaint boxes
• In-person submission to designated focal persons

Upon receipt, each grievance is assigned a unique reference number and recorded in the GRM database.

Step 1: Receipt and Registration

• Grievance recorded in the database
• Tracking number assigned

Timeline: Within 24 hours of receipt

Step 2: Acknowledgment

• Written or verbal acknowledgment
• Complainant informed of next steps and timeline

Timeline: Within 2 working days

Step 3: Screening and Classification

• Categorization by type and risk level (Low, Moderate, High)
• High-risk or sensitive cases (e.g., GBV/SEA/SH) handled under special protocol

Step 4: Investigation

• Site visit (if required)
• Consultation with complainant (where appropriate)
• Coordination with relevant departments or contractors

Step 5: Resolution and Response

• Corrective action, explanation, compensation, or policy adjustment (as applicable)
• Formal response communicated to complainant

Timeline: Within 15–20 working days from submission

Step 6: Closure

• Confirmation of complainant satisfaction (where feasible)
• Documentation and database update

Step 7: Appeal

If unsatisfied, the complainant may submit an appeal to a higher authority or the Project Steering Committee. A final decision is communicated within a defined timeframe.

Step 1: Submission

↓

Step 2: Registration & Acknowledgment (Within 02 Days)

↓

Step 3: Screening & Classification

↓

Step 4: Investigation & Resolution (Within 15 to 20 Days)

↓

Step 5: Communication of Decision

↓

Step 6: Closure

↓

Appeal (If Not Satisfied)

7.1 Component A – Irrigation Department (BID)

PIU-Level Grievance Redress Committee (GRC)

• Project Director (Chair)
• Environmental Compliance Expert
• Gender Specialist
• Social Safeguard Specialist (GRM Lead / GRO)
• Representatives from relevant district departments
• Co-opted members (as required)

The Social Safeguard Specialist serves as the Grievance Redressal Officer (GRO) and is responsible for:

• Overall GRM coordination
• Database management
• Oversight of investigations
• Reporting to the PIU and the World Bank

District-level Grievance Focal Persons (GFPs) support grievance intake, preliminary review, and communication.

7.2 Component B – QWASA

The GRM is managed by PIU – QWASA through a similar PIU-level GRC structure, including:

• Project Director (Chair)
• Environmental Compliance Expert
• Gender Specialist
• Social Safeguard Specialist (GRO)
• Relevant departmental representatives
• Co-opted members (as required)

Community Focal Points (CFPs) facilitate local access to the GRM in sub-project areas.

For GBV/SEA/SH-related grievances:

• No written complaint is required
• Confidential registration with restricted access
• Immediate referral to qualified service providers
• Survivor-centered approach
• No investigation without informed consent

The Project maintains a centralized grievance database to:

• Track number and types of grievances
• Monitor acknowledgment and resolution timelines
• Identify systemic issues and corrective actions
• Record appeals and pending cases

Quarterly aggregated GRM performance reports (without personal data) are submitted to the World Bank.

In line with ESS10 principles:

• All grievances are handled confidentially
• Personal data is protected
• Anonymous submissions are permitted
• Retaliation against complainants is strictly prohibited