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

THE GRIEVANCE REDRESS SERVICE (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

• ne or more

individuals affected by active project

Addresses harm resulting from project Does not preclude other avenues for grievance redress Not limited to safeguards or policy issues

Case Record: April 2015 – February 2017

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• 115 complaints
• 69 operations
• 46 procurement
• 1 mediation
• 69 complaints on operations:
• 8 fully addressed and closed
• 7 implementation of identified

management actions (action plan) and GRS monitoring.

• 11 evaluation and formulation of

proposal stage

• 24 Outside of GRS mandate – 2

referred to INT

• 10 Complainants did not provide

requested additional information about their concerns

• 9 other e.g. transferred to IPN

GRS, GRMs and the Inspection Panel

• The GRS does not replace project-level GRMs
• Provides an additional options for affected people
• Supplements projects without (working) project-level GRMs
• Retains training and knowledge function on GRMs
• No change to IPN mandate and no mandatory sequencing between

GRS and IPN

• Prior contact can be done through the GRS

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GRS cases

• Bangladesh: Clean Air and Sustainable Environment Project
• Concerns: accessibility by disabled people to pedestrian bridges built in Dhaka
• 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.

• Action plan under implementation: project extended to include a pilot, comprising physical

improvements and a study

• Philippines Rural Development Project
• Concerns: compensations for houses in resettlement program
• Actions: PIU agreed with affected people to change technical designs to reduce land

acquisition area; compensation valuation revisited according to OP 4.12.

• Action plan implemented
• China: HaJia Railway
• Concerns: debris and construction material surrounding elderly person and his family
• Actions: PIU prepared action plan to clean up construction material and handle other

environmental issues (garbage accumulation) in the project area.

• Action Plan under implementation

Outreach

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

Thank You! grievances@worldbank.org