The purpose of this Grievance Redress Mechanism (GRM) is to provide avenues and corresponding institutions and processes by which project-affected persons and institutions; and other community stakeholders affected by activities resulting from the implementation  of the GARID Project can lodge project-related complaints for redress.

Specifically, the GRM is intended to;

• • provide affected people with avenues for making a complaint/ grievance or resolving any dispute that may arise during the course of the implementation and determination of entitlements of compensation and implementation of the project;
  • ensure that appropriate and mutually acceptable redress actions are identified and implemented to the satisfaction of complainants;
  • Provide avenue for vulnerable groups and victims of Gender-based violence (GBV) to have equal access to grievance redress process and support.
  • avoid project-community conflict and improve community support for project activities
  • provide a way for community members to consistently engage with the project, enhances relationships, reduces social risk, and enables more responsive and responsible management.

Administrative Issues

• Requests for information and clarification
• Delays in resolving complaints of PAPs.
• No response or feedback to complaints made
• Disagreement with the computation of resettlement or livelihood assistance or transportation cost;

Land acquisition and involuntary resettlement

• Mistakes in inventorying or valuing properties;
• Disagreement on property boundaries, either between the affected person and the expropriation agency or between two neighbours;
• Disputed ownership of a given asset (two or more affected people claim that to same affected asset(s));
• Disagreement on asset valuation methods and compensation amounts in cash or in-kind;
• Exclusion from list of PAPs;
• Compensation awards and their disbursement
• Claims by people who relocated on their own after receiving notification from the implementing agency about the project and the likely impact on their activities/ livelihoods
• Matters related to physical relocation, delayed or dissatisfaction with restitution of affected property

Community Issues

• Siting of the project/subproject;
• Successions, divorces, and other family issues resulting in disputed ownership or disputed shares between inheritors or family members;
• Restrictions to access of community assets
• Flaws in the consultation process e.g. living out an interested party/groups
• Exclusion or marginalization of vulnerable groups.
• Gender-based violence and sexual exploitation and abuse

Construction Related Activities

• Community health and safety
• Traffic congestion and diversions
• Site clearance
• Labour influx
• Lack of respect and recognition of community social norms and practices (such as sacred days)

Online Grievance Logging System (GLS)
Use of Dedicated Hotlines
Use of Dedicated Community Grievance Officers
Community Complaint Collection Boxes
Use of a Dedicated WhatsApp Platform
Project Website
Email
Walk-in
Visits of Field Staff

The GRM will consist of a four-tier bottom up system which include the following:

• Local (Project Site) Level
• Metropolitan and Municipal Level Grievance Resolution
• Project-Level Grievance Resolution and
• National Judicial System