GRM

Introduction

Sindh Flood Emergency Rehabilitation Project is a multi-dimensional project with diversified interventions including:

• Infrastructure Rehabilitation
• Livelihoods Restoration
• Institutional Strengthening for Resilience and Technical Assistance
• Project Management.

This mega project is being executed all over Sindh involving a variety of stakeholders mainly the poor, small and medium sized farmers, tenants, women, female headed hhs, laborers, equipment suppliers, contractor, NGOs and all others linked directly or indirectly with public infrastructure sector. As such, multifarious issues and constraints may arise as a result of the project execution. In this situation, with an inadequate means to voice and resolve grievances, communities/stakeholders/staff/contractors/partners may turn to other venues to protest where the risk level for the project may dramatically increase. Alternatively, they may feel powerless to act, while their grievances—unresolved, ignored, or scorned, accumulate over time, eventually erupting into intractable stakeholder’s opposition. Therefore, the complaints / grievances / feedback/ quarries/ suggestion are to be addressed through a well-organized Grievance Redressal Mechanism at the Department, project and project partner’s level for the success of the project.

The grievance redress mechanism (GRM) is an institutional arrangement that allows stakeholders to address grievances related to the project through a timely, transparent, and predictable process. A grievance is defined as any formal communication that expresses dissatisfaction about an action or lack of action, about the standard of services, works or policy, deficiency of service, works or policy of the project management and its implementation mechanism. During project execution, different issues and constraints may arise.  In this situation, if stakeholders have inadequate means to voice and resolve grievances, they may turn to other venues, which may be cumbersome and lengthy, leading to delays in the project. Alternatively, if their grievances remain unresolved or ignored over time, it may lead to inflexibility, stalemate and delays for the project to meet its sustainable development goals.

The SFERP GRM will be gender-responsive, culturally appropriate, and readily accessible to the stakeholders at no cost and without retribution. It will enable Project Affected Persons (PAPs), local communities, employees, and other affected stakeholders to raise grievances and provide suggestions vis the sub-projects, with the project proponents and contractors, and seek redress when they perceive a negative impact arising from the activities. This mechanism serves as a platform to promptly resolve and address community concerns, reduce risks, and strengthen systems and processes, thereby contributing to positive service delivery. Therefore, the complaints/grievances should be addressed through a well-organized Grievance Redress Mechanism (GRM) covering all activities under the project.

Specific Objective

• To provide effective communication methods and systematic process for complaints registration and to provide a prompt, transparent and fair response and resolution without reprisals, for the environmental and socially affected stakeholders of the sub-project area;;
• To demonstrate responsibility towards the local community for their environmental well-being by preventing and mitigating any adverse environmental effects caused by the sub-project activities.
• They provide free and fair access to diverse members of the local community, including more vulnerable groups such as women and youth, keeping the confidentiality and privacy of complainants.
• To provide project staff with practical suggestions/feedback that allows them to be more effective, accountable, transparent, and responsive to beneficiaries;
• Increasing stakeholder involvement in the project
• The GRM is expected to address 4 types of complaints: Compensation; Environmental issues (e.g. noise, pollution, solid waste management, flora/fauna, etc.); Social issues (Exclusion, Inclusion); Gender Based Violence (GBV); and other.

GRM Structure

The SFERP grievance redressal mechanism (GRM) is established at three levels starting from the site, PIU and Project Steering Committee (PSC).

The GRC composition at different levels is given below.

SITE Composition

• Community Liaison Officer (CLO) – Convener
• Grievance Focal Points (GFPs)
• Contractor
• Project Manager
• Co-opted Members

GRC PIU Composition

• Additional Director
• Social Development Specialist – Convener
• Environment Specialist
• Gender Specialist
• PIC Representative (s)
• Representative of relevant Deputy Commissioner
• Co-opted Members

PSC Composition

• Secretary Irrigation
• Project Director
• Representative of relevant Deputy Commissioner
• E&S Specialists
• Gender Specialist
• Co-opted Members

GRM Monitoring and Reporting

The GR Cell will enter the PAPs concerns/grievances at site level. The PIU gender specialist will be responsible for managing GBV and SEA/SH-related complaints at the project/PIU level. SFERP PIU will develop specific procedures to ensure complainants are able to register their grievances confidentially, and in a discreet manner. GBV/SEA related complaints will be communicated to World Bank no later than 48 hours after being received by the GR Cell (site level) or by the GRC (PIU level).

The GRC will record the complaint, investigation, and subsequent actions and results in the monthly Environmental Management and Monitoring reports. In the construction and initial operational periods covered by loan covenants, the PIU will periodically report progress to the World Bank, including reporting complaints and their resolution. The tracking and documenting of grievance resolutions within the GRC and or PIU will include the following elements:

• tracking forms and procedures for gathering information from project personnel and complainant(s);
• computerized grievance database with dedicated staff to update the database routinely;
• systems with the capacity to analyze information to recognize grievance patterns, identify any systemic causes of grievances, promote transparency, publicize how complaints are being handled, and periodically evaluate the overall functioning of the mechanism;
• processes for informing stakeholders about the status of a case; and
• procedures to retrieve data for reporting purposes, including the periodic reports to the PIU and GRC, reports into the monthly ESMP Compliance monitoring report to the World Bank.
• An annual qualitative review of all complaints processed (ensuring filters such as gender, type of complaint, resolution status, time taken, intake channel, district/site, etc.) will also be undertaken to analyze the efficacy of the system.

The GRM will be provided the necessary budget required for its efficient functioning.