S ERVICE (GRS) Qays Hamad GRS Team Lead Operations Policy and - PowerPoint PPT Presentation

T HE G RIEVANCE R EDRESS S ERVICE (GRS) Qays Hamad GRS Team Lead Operations Policy and Country Services (OPCS)

The Grievance Redress Service - GRS One of the World Bank’s complaints mechanisms through which project affected people and communities may raise concerns directly with Bank Management when they believe a Bank supported project has caused or will cause them harm Operational since April 2015

Its main characteristics Single entry point for grievances at the corporate level Complaints from Not limited to one or more safeguards or individuals policy issues affected by active project Does not preclude other Addresses harm avenues for resulting from grievance project redress

Case Record: April 2015 – February 2017  69 complaints on operations : o 8 fully addressed and closed  115 complaints o 7 implementation of identified management actions (action plan) o 69 operations and GRS monitoring. o 11 e valuation and formulation of o 46 procurement proposal stage o 24 Outside of GRS mandate – 2  1 mediation referred to INT o 10 Complainants did not provide requested additional information about their concerns o 9 other e.g. transferred to IPN 4

GRS, GRMs and the Inspection Panel  The GRS does not replace project-level GRMs Provides an additional options for affected people o Supplements projects without (working) project-level GRMs o Retains training and knowledge function on GRMs o  No change to IPN mandate and no mandatory sequencing between GRS and IPN Prior contact can be done through the GRS o 6

GRS cases  Bangladesh: Clean Air and Sustainable Environment Project o Concerns: accessibility by disabled people to pedestrian bridges built in Dhaka o Actions: remedial measures to address the obstruction of road crossing in some locations and future World Bank engagement to take into account issues of disability. o Action plan under implementation: project extended to include a pilot, comprising physical improvements and a study  Philippines Rural Development Project o Concerns: compensations for houses in resettlement program o Actions: PIU agreed with affected people to change technical designs to reduce land acquisition area; compensation valuation revisited according to OP 4.12. o Action plan implemented  China: HaJia Railway o Concerns: debris and construction material surrounding elderly person and his family o Actions: PIU prepared action plan to clean up construction material and handle other environmental issues (garbage accumulation) in the project area. o Action Plan under implementation

Outreach  Website: http://www.worldbank.org/grs o Brochure in 8 languages o GRS Operating Procedures o Complaints Registry

Thank You! grievances@worldbank.org