GOVERNMENT OF SINDH

GRIEVANCE REDRESSAL MECHANISM (GRM)

APRIL, 2017

PROJECT DIRECTOR SINDH IRRIGATED AGRICULTURE PRODUCTIVITY ENHANCEMENT PROJECT

SINDH HYDERABAD

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TABLE OF CONTENTS

1. RATIONALE OF GRM ........................................................................................................................ 1

2. OBJECTIVES AND PRINCIPLES OF THE GRM ........................................................................... 1

3. GRM Handling Hierarchy. ............................................................................................................................ 2

3.1 Project Steering Committee ................................................................................................................. 2

3.2 GRIEVANCE REDRESSAL COMMITTEE (GRC) .......................................................................... 3

3.3 GR-sub Committee 1 at Upper and Lower Sindh ................................................................................ 3

3.4 GR –sub Committee – II at the District Level...................................................................................... 4

4. Grievance Handling Process .................................................................................................................. 5

4.1 Receipt and Registration of Grievances ............................................................................................... 5

4.2 Acknowledging Grievance ................................................................................................................... 6

4.3 Screening/Sorting of Grievances/Suggestions/Comments ................................................................... 6

4.4 Verification of Complaint/Investigation/Redress ................................................................................. 7

4.5 Dissemination ....................................................................................................................................... 8

4.6 Right of Appeal .................................................................................................................................... 8

5. GRM MONITORING AND EVALUATION ........................................................................................... 8

5.1 Monitoring Indicators ........................................................................................................................... 8

Annexure-A ......................................................................................................................................................... 9

Annexure-B ....................................................................................................................................................... 10

1

S IN DH I R RI GATED A GRI C ULT U RE PR O D UCT I VIT Y

E NH A NC EMEN T PR O JE CT

GR I EV A N CE RE DR ESS MEC H AN ISM ( GR M)

1. RATIONALE OF GRM

Sindh Irrigated Agriculture Productivity Enhancement Project (SAIPEP) is a multi-dimensional project

with diversified interventions including: i) Community Water Course Improvement ii) Promotion and

Installation of High Efficiency Irrigation Systems iii) Flood shelters for the poor and iv) Training in

Improved Agriculture Practices. This mega project is being executed all over Sindh involving a variety of

stakeholders mainly the small and medium sized farmers, tenants, women, laborers, equipment suppliers

and all others linked directly or indirectly with irrigated agriculture 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 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 stakeholders opposition. Therefore, the complaints / grievances are to be addressed through a

well-organized Grievance Redressal Mechanism at the Department and project level for the success of the

project.

2. OBJECTIVES AND PRINCIPLES OF THE GRM

Following are main objectives and principals of the GRM:

(i) To make a systematic way to deal with complaints received from the project affected persons

(PAPs) and provide an early, transparent and fair resolution;

(ii) To provide project staff with practical suggestions/feedback that allow them to be more

accountable, transparent, and responsive to beneficiaries;

(iii) Increasing stakeholder involvement in the project.

(iv) To train staff of the project so as to handle grievances effectively and amicably.

(v) To redress all types of grievances including technical, social, environmental, procurement and

financial management aspects of the project.

(vi) The proposed GRM should ensure responsiveness at all level of complaint handling and

confidentiality to the PAPs regarding their complaints.

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3. GRM Handling Hierarchy.

Figure 1 indicates the hierarchy for handling grievances

The different GRM forums, units, sub-units and field units, and their GRM roles and responsibilities are

described below.

3.1 Project Steering Committee

The Project Steering Committee (PSC) will act as the Apex Forum to hear and adjudicate on appeals against

GRC decisions. Pending cases shall be presented by the Chairperson of Grievance Redress Committee to the

Project’s Steering Committee. The PSC will review and resolve any appeals against the Grievance Redress

Committee. Appeals must be lodged with the GRC for submission and reporting to the PSC.

Grievances Redress Committee (GRC)

P.D. SIAPEP Chairman

Director Upper / Lower Sindh Member

Grievance Redress Officer-PIU Member / Secretary

Team Leader PSIAC Member

Team Leader M&EC Member

Communication Specialist-PIU Member

Social Development Specialist- PIU Member

Project Steering Committee (PSC)

Apex Forum

GR-sub Committee 1 (GRSC-1) Director SIAPEP (lower / upper Chairperson

Dy Director WCD Member / Secretary

Assistant Agriculture Engineer Member

Representative of PSIAC Member

Representative of M&EC Member

GRO PIU Member

GR –sub Committee –II (GRSC-II)

DY Director SIAPEP (for each district)

Chairperson

Assistant Agriculture Engineer Member/Sec

Representative of PSIAC Member

Representative of M&EC Member

Representative of Director SIAPEP concerned

Member

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3.2 GRIEVANCE REDRESSAL COMMITTEE (GRC)

A Grievance Redressal Committee (GRC) will be formed under the project to resolve the complaints with the

following composition.

i. Project Director SIAPEP Chairperson

ii. Director Upper / Lower Sindh Member

iii. Grievance Redressal Officer-PIU Member / Secretary

iv. Team Leader PSIAC Member

v. Team Leader M&EC Member

vi. Communication Specialist-PIU Member

vii. Social Development Specialist- PIU Member

The GRC mandate includes but is not limited to:

1. Resolving and addressing complaints categorized to be taken up at this level

2. Reviewing appeals lodged against the resolutions of GR Sub-Committees at region or district

level

3. Considering and determining corrective measures in the light of comments and suggestions

received by GRC and/or recommended by GR Sub-Committees

4. Monitoring GRM handling by region / district level Sub-Committees and reviewing resolutions

suggested by sub-units and/or field units

5. Notifying members of GR Sub-Committees

6. Analyzing data on grievances and using this to make informed decisions

7. Reporting to PSC unresolved grievances at GSC level

8. Constituting special committees, if required under un-usual circumstances for Redress of

grievance of exigent nature and/or for resolutions of complaints requiring broader inquisitorial

procedures

The GRC will be the highest forum within the project for redressing the grievances received from the

beneficiaries, stakeholders and other concerned. The Grievance Redresses officer PIU will act as Focal

Person/Complaint Handling Officer for GRC. The committee, while handling a complaint may requisition

any staff for its assistance and/or may constitute a special committee if required. The Project Director

(Chairperson of GRC), with prior approval of the World Bank, may replace a single member and/or the entire

GRC.

3.3 GR-sub Committee 1 at Upper and Lower Sindh

A Grievance Redressal sub Committee 1(GRSC-1) at regional level (Upper and lower Sindh) will be formed

under the project to resolve the complaints with the following composition.

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I) Director SIAPEP ( lower / upper ) Chairperson

II) Dy Director WCD Member / Secretary

III) Assistant Agriculture Engineer Member

IV) Representative of PSIAC Member

V) Representative of M&EC Member

VI) GRO PIU Member

The GRSC mandate includes but is not limited to:

1. Resolving and addressing complaints categorized to be taken up at Region level

2. Reviewing appeals lodged against the resolutions of GR Sub-Committees at district level

3. Considering and determining corrective measures in the light of comments and suggestions

received by GRC at District Level and/or its recommendations

4. Monitoring GRM handling by district level sub-Committees and reviewing resolutions

suggested by it.

5. Notifying members of GR Sub-Committees at District Level

6. Analyzing data on grievances and using this to make informed decisions

7. Reporting to GRC the un resolved grievances at GRSC-1 level

8. Constituting special committees, if required under un-usual circumstances for Redress of

grievance of exigent nature and/or for resolutions of complaints requiring broader

inquisitorial procedures

3.4 GR –sub Committee – II at the District

A Grievance Redressal sub Committee I1 (GRSC-1I) at District level will be formed under the project to

resolve the complaints with the following composition.

1. DY Director SIAPEP ( for each district ) Chairperson

2. Assistant Agriculture Engineer Member /Sec

3. Representative of PSIAC Member

4. Representative of M&EC Member

5. Representative of Director SIAPEP concerned Member

The GRSC-II mandate includes but is not limited to:

I) Resolving and addressing complaints categorized to be taken up at District level

II) Considering and determining corrective measures in the light of recommendations and

suggestions received by GRSC at District Level

III) Monitoring GRM handling at district level

IV) Analyzing data on grievances and using this to make informed decisions

V) Reporting to GRC unresolved grievances at GRSC-1 level

VI) Constituting special committees, if required under un-usual circumstances for Redress of

grievance of exigent nature and/or for resolutions of complaints requiring broader

inquisitorial procedures

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4. Grievance Handling Process

The key steps in handling the grievances are summarized in Figure 2 and described below.

Figure 2

4.1 Receipt and Registration of Grievances

The receipt of complaints is key and hence a simple and understandable procedure is adopted for

receiving grievances, suggestions and comments relating to the project. The complainant may submit,

containing his/her personal information, suggestions and/or comments on the prescribed form or simple

paper, to the Focal Persons of Grievance Redress Committee and/or Sub-Committees at (i) PIU Office,

(ii) Regions (Upper & Lower Sindh) (iii) District Offices. In case the concerned Focal Person is not

available in the office the Aggrieved Person/Complainant can drop his/her written complaint,

suggestion/comments in a Box placed at a visible location for the purpose.

Alternatively, grievances may be submitted by (i) filing an application on the Project website

(www.siapep.org), (ii) lodging complaints through telephone (022-9200045) or telephone numbers of

concerned directors / Dy. directors to be notified separately, or (iii) use of the postal mail service.

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The Project will ensure that any person either in his personal capacity or representing a group of

complainants and/or entity that files a grievance will be made aware of the grievance mechanism. To

facilitate tracking, evaluation and response to grievances, a standardized form will be used (Annexure-A).

Complainants are encouraged to use this form that will be available at every office/outlet mentioned

above.

A project GRM awareness campaign will be launched in print and electronic media. This will include

distribution of brochures (in local languages), signboards in the vicinities where project interventions will

be executed and in print media. The contents of these hoardings may include but not limited to the

following:

Summary of the GRM procedure and how it can be used

Details of the process, such as who is responsible for receiving and responding the grievances etc.

Timeline for receiving responses and results

Safeguards in place to ensure confidentiality

All grievances, suggestions/comments etc. will be recorded in a Grievance Register by the Focal

Person(s) / Complaint Handling Officer, having columns shown in Annexure-B within two (2) working

days of the receiving of the grievances. A unique number will be assigned to each grievance, suggestions

and comment. In addition to lodging the grievance/suggestion/comment in the Grievance Register, the

same shall also be uploaded in a dedicated data base to be maintained at Project Web Portal, which can

only be accessed by Project Director or any of his assigned representative.

4.2 Acknowledging Grievance

The Focal Person or Complaint Handling Officer will formally acknowledge the receipt of grievance

within five working days of the submission of grievance and will inform the complainant that the Project

will respond within 20 working days. It will be ensured that all such acknowledgements, verbal or

writhen are recorded in an appropriate manner to ensure record of correspondence. Acknowledgments

should include a summary of the grievance and an estimated time for response/resolution.

4.3 Screening/Sorting of Grievances/Suggestions/Comments

Each and every complaint received in writing or through SMS, WhatsApp, Messenger or verbal channels

will be sorted out from Level 1 to 4 as per definitions provided in Table 1 to determine the appropriate

method of Redress.

Table 1. Complaint levels and response process Level Description Type of

Request

Authority for

Redress

Authority for Appeal

Lev

el-I

1. Complaints Regarding E&S Matters/ RS

Complaint AD/ Dy.Dirc GR SC-II

2. Complaint regarding quality of work / delays Complaint AD/ Dy.Dirc GR SC-II

3 Complaint regarding field staff

Complaint AD/ Dy.Dirc - GR SC-II

4 Suggestions / comments Suggestions AD/ Dy.Dirc GR SC-II

Lev

el-I

I

1. Complaint pertaining to formation of WCA /

beneficiary selection / site selection for flood

shelter

Complaint Director L/U GRC

2. Complaint Regarding Field Staff / Contractors /

after sale service of lasers/HEIS

Complaint Director L/U GRC

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3. Complaints regarding delays in work Complaint Director L/U GRC

4. Complaints regarding WC length, alignment,

parameters , design , specification

Complaint Director L/U GRC

5. Suggestions/Comments on implementation

arrangements of the project

Suggestion /

Comment

Director L/U

-

Lev

el-I

II

1. Complaint against Contractor / SSC/ Complaint PD –PIU GRC

2. Complaint against PIU Staff and SIAPEP staff

/ consultants

Complaint PD –PIU GRC

3. General complaint regarding procurement

issues / quality of work / disbursement issues

Complaint PD –PIU GRC

4. Complaints submitted by PIU Staff pertaining

to personal matters/issues

Complaint PD –PIU GRC

5. Comments and suggestion regarding

Implementation of Interventions

Suggestion

/Comment

PD –PIU

6. Complaints received from Local Government

Representatives

Complaint GRC

PSC

Lev

el-I

V

1. Complaint regarding procurement of goods

and services and staff

Complaint GRC PSC

2. Complaint pertaining to malpractice by

contractor/ PIU and/or consultants

Complaint GRC GRC

3. Grievance arising due to construction Complaint GRC GRC

4. Complaint Regarding PIUs, PSIA or M&E

Consultant

Complaint GRC GRC

5. Complaint against harassment Complaint GRC GRC

6. Claims against Project Complaint GRC PSC

7. Queries/complaints from Public

Representatives (Parliamentarians)

Complaint GRC PSC

8. Complaint against PIU Complaint GRC PSC

9. Comments/suggestions on change in design

and scope of Project Interventions

Suggestion /

Comment

GRC PSC

Once the sorting of all the relevant/maintainable grievances/suggestions and comments have been made,

the Focal Person / Complaint Handling Officer will send the complaint / suggestion / comment to the

concerned committee for redress.

4.4 Verification of Complaint/Investigation/Redress

Once a complaint and/or suggestion / comment has been forwarded to the GRC or Sub-Committees, the

Chairperson of the Committee will nominate a committee member to verify the issue and/or analyze the

suggestion / comment prior to a thorough investigation, and to prepare a working paper for consideration

of the Committee / Sub-Committee in its meeting. The investigations will include collecting and review

of relevant documents, making site visits, consulting appropriate internal staff, contacting external

stakeholders, interviewing the complainant as appropriate.

The Committee and Sub-Committee will meet as often as required to handle complaints and suggestions.

The GRC and its Sub-Committee will ensure attendance of complainants at meetings as observers to

ensure transparency.

The Field Unit Sub-Committees, in case of complaints pertaining to social and tribal issues / conflict, may

redirect complaints for Redress through local prominent elders and social set-ups if required, or they may

invite such tribal elder to their meetings for facilitation and assistance.

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4.5 Dissemination

Once the redress process is completed and the GRC and/or GR Sub-Committee has reached a conclusion,

the result will be communicated to the complainant and concerned stakeholders. The results of the redress

process will be uploaded to the project website. Besides communicating the results to the Complainant,

the Focal Person(s) / Complaint Handling Officer will also record the information pertaining to the

decisions of the Committee(s) in the grievance register and corresponding grievance database. The actions

suggested by the GRC or Sub-Committee will be communicated to the concerned person(s) and will be

recorded in a register.

4.6 Right of Appeal

If a complainant is dissatisfied with and/or unwilling to accept the resolution of the GRC or its Sub-

Committees, he/she may approach the appellate forum for review. The appeal committees will review the

case and determine if further action is possible. Once all options for corrective actions have been explored

and no further action is deemed appropriate, a written notice will be sent to the complainant advising that

his/her grievance case is closed. In cases where appellate forum is PSC the complainant will be asked in

writing to submit a written appeal along with the reasons of not accepting the resolution of GRC, for

submission to PSC for issuing a final decision into the matter.

5. GRM MONITORING AND EVALUATION

To ensure evaluation and improvement of the GRM, the Project will monitor implementation using the

monitoring matrix in Table 2.

5.1 Monitoring Indicators

Table 2: Monitoring indicators Period Objectives Indicators

Quarterly

review of

quantitative

indicators

To assess if grievances are

correctly screened and classified

To assess if suggestions /

comments are properly

identified and classified

Identify trends in grievances

To ensure grievances are being

addressed

- Number of grievances received by level and type

- Number of grievances redressed by level and type

- Repeat of grievances from same stakeholder

- Repeat of grievances form several stakeholders

- Timeframe for closure of grievances; by level and type

- Number of comments accepted and corresponding actions

taken

- Number of suggestions received and accepted

Annual

review of

grievance

redress

process

To assess the compliance with

the GRM

To evaluate progress with

achieving results

To identify improvements and

update grievance handling and

redressing procedures

- Compliance with the GR process

- Completeness of Grievance Log and register

- Number of grievances received by level and type

- Number of grievances resolved

- Number of appeals received

- Number of appeals resolved

- Qualitative assessment of stakeholder awareness of

grievance mechanism.

- Number suggestions/comments accepted

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Annexure-A

Sample Grievance /Suggestion/Comment Recording Form

Date: Time: Location:

Name You can use my personal detail

Address You can use my name when talking about

this complaint in community meetings and

project meetings

Contact No. I do not want to disclose my name

Alternative Contact I would want the following trusted individual to pursue my complaint on

my behalf

Name:______________ Contact: No.____________________

Method to Contact you By mail:

Mailing address:_____________________________________

By Phone/Mobile Phone

__________________________________________________

By Email:

__________________________________________________

I would like to pick up responses in person from Office

1. DD

2. Director Upper/ Lower

Supporting Documents Written Documents

Photocopies of Document

Photographs

Other

Brief Description

(What happened?

Who Was Involved?

Who did it happen to?

What are your

suggestions? (Use

additional pages if

required)

Signature of the Claimant Date

For Office Use Only

Grievance Involves

Environmental concerns Social safeguard Issue

Procurement damages

Human Rights Personal issues/ WCA related issues

Issues concerning delays Quality issues

Comments and Suggestions

Project Design Environmental, Social or Resettlement

Design /Selection of beneficiaries Human Resource

Beneficiary handling Other

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Annexure-B

Grievance Recording Register

# Date Time Mode of

submission

Level and Type

of Complaint

Proposed actions