Grievance Redress Mechanism (GRM) :
The KP-RETP GRM has the following specific objectives:
- To be responsive to the needs of the complainants, who may also be project beneficiaries, by providing a channel for feedback and resolving grievances and disputes at the various levels (Village, Region) in the project area;
- To provide an opportunity to the aggrieved party and the project implementers to resolve disputes in a short time before they escalate;
- To facilitate effective communication between the project and the affected parties;
- To enhance the project’s legitimacy among stakeholders by resolving complaints, promoting transparency and accountability, and deterring fraud and corruption by referring these to appropriate Procurement GRM; and
- To provide a platform which can ensure compliance with applicable IFAD policies and GoP and GoKP laws, policy, and regulations while respecting prevailing tribal norms in the project area.
Implementation Steps for GRM:
The GRM process depicted in Figure 1 outlines the 6 steps that are necessary to have a functional and effective GRM in place. These include: (i) uptake, (ii) sort and process, (iii) acknowledge and follow up, (iv) verify, investigate, and act, (v) monitor and evaluate, and (vi) provide feedback (to the GRM user). This is a useful framework for analyzing project-level GRMs.
A GRM should be located as close to the people as possible to be accessible to the APs including vulnerable groups. Project stakeholders and APs will be able to use a variety of channels to access GRM. It is important to identify and make provisions for different means of entry into the grievance redress process, as it helps to increase the access of APs to the GRM. The channels of presenting complaints could include presentation of complaints through community representatives/Jirga members, face-to-face meetings, phone, and email communications, written complaints, etc. Complaints can be submitted by mail or by hand delivery to the Project office directly.
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- By Phone: 091-9213912
- By Email: grm@kpretp.gov.pk
- By Post: New Block, P&D Department, Civil Secretariat Peshawar.
- In-person: New Block, P&D Department, Civil Secretariat Peshawar.
- Complaints register / suggestion box which is placed at KPRETP PMU and Regional Offices Office.
- A tab on KP-RETP website (https://kpretp.gov.pk/grievance-redress-mechanism-grm/)
Grievance Redress Mechanism Structure :
A three-tier Redressal structure is planned to address all complaints in the Project. Tier 1 at RCU level, Tier 2 at PMU level and Tier 3 at PCS level.
Table : Composition, Roles and Timeframe for Grievance Close Out at each Level.
Tier 1 – Regional Coordination Unit (RCU)
Complaints can be received at RCU level. The concerns of the Complainant will be examined at the RCU level. The Regional M&E Officer will act as Secretary to RCU level committee and get the grievances recorded, investigated and discussed during meetings; inform the APs about the project and coordinate with the GRC to ensure that the APs recommendations are given a fair hearing and the grievances are addressed accordingly. If the grievance is not resolved at the RCU level it shall be raised at PMU level. PMU shall ensure grievances registered by female affected persons or stakeholders are heard by proxy if the concerned female complainant cannot attend in person due to prevailing local cultural norms. PMU will also ensure the female complainant is informed of all GRC processes and outcomes related to her complaint.
Tier 2 – Project Management Unit (PMU)
If a grievance is not resolved at the RCU Level, the RCU GRC will elevate it to PMU level. It will be the responsibility of M&E Manager to provide the required feedback and update the Project Director on the process made at RCU level to resolve the issue.
Following the preliminary assessment, the PD will investigate the complaint through M&E Manager, who will share a facts finding report with PD in 15 days of receipt of complaint. After receipt of the fact finding report, within next 7 days the PD will convene its meeting with other members as provided above. However, if the complainant/ aggrieved persons are not satisfied with PMU level GRC decision or if there are delays in resolution, the complainant can request the Committee to elevate complaint to Tier 3 – PSC level headed by the Additional Chief Secretary Planning & Development Department Govt of KP.
Functions and Key Responsibilities of PMU level GRC
- Conduct monthly meetings to address grievances not resolved at the village level.
- Ensure that handling of grievances is in accordance with national laws and IFAD procedures.
- Ensure that follow-up actions in response to grievances are taken within an agreed timeframe.
- Maintain a database of all registered grievances, along with details on the nature of the issues raised the case history, and actions taken.
- Report on outstanding/resolved grievances on a weekly basis to the chair particularly the serious cases.
- Coordinate with Government departments, at district, provincial and national level and civil society organizations for resolving the grievances of the local communities.
- Ensure the availability of grievance registration forms (in Urdu & Pashtu) in the project area.
- Coordinate with community representatives on the efficacy and usefulness of grievance redress procedures and recommend changes if any required.
Tier 3 – Project Steering Committee (PSC)
If the complainant is not satisfied and the issue is not resolved at the PMU level, then the Project Director will place the same before PSC for remedial measures and decision accordingly. Additional Chief Secretary Planning & Development Department, Government of Khyber Pakhtunkhwa is the Chairperson of the PSC.
Upon receipt of complaint, the PSC will review the record and decide on the appropriate action to be taken to ensure quick resolution of the complainant. The PSC will make a decision regarding the complaint following which the aggrieved person will be informed and Tier 1 GRC will ensure required execution on-ground and closure of the grievance process in 30 days. The Complainant may decide to take a legal or any other recourse if he/she is not satisfied with the resolutions due to the deliberations of the tiers of GRM.
In Soft : GRM – May 2024