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Grievance procedures

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• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Grievance procedures

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• Reference Manager
• EndNote
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The assessment tool is presented in five sections: (i) General Information about the Grievance Mechanism collects basic information about the responding agency and the environment in which its GM operates; (ii) GM Design and Communications examines the effectiveness of the provision of information about the GM, its procedures, the user-centricity of grievance uptake channels, the extent to which the needs of vulnerable groups are considered, and if confidentiality and anonymity for complainants are guaranteed; (iii) Grievance Handling and Resolution looks at the processes in place to acknowledge, log, categorize, and resolve grievances, and how well different enablers, such as a strong customer service culture, standardized processes, interagency/interinstitutional cooperation, and capacity building serve the organization's purpose; (iv) Monitoring and Evaluation explores the depth and systematic character of data collection about complainants' satisfaction levels, user demographics, and complaint resolution, as well as the extent to which these data are publicly communicated; (v) GM Strengths and Areas for Improvement invites a strategic reflection on the GM's strengths and weaknesses, as well as opportunities for its improvement. Its unscored, open-ended questions are intended to encourage bigger picture reflection and to prompt a discussion on further actions that can be taken in the future to bring the GM to the next level, possibly with external support.

Grievance procedures.

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This paper explores which factors influence the success of a GM and under what circumstances GMs trigger, or fail to trigger, improvements in project design, changes in power dynamics, or community relations. By doing so, it aims to produce clearer insights into the roadblocks as well as the dynamics of positive change achieved through GMs (Aslam, Grandvoinnet, and Raha 2015: 70). Although the World Bank offers several avenues for grievance redress to project beneficiaries, this paper focuses on project-level GMs in IPF, which are the responsibility of the World Bank's clients, that is, public sector agencies and ministries. The key research question explored is: What factors influence the effectiveness of project-level GMs? This paper relies on a mixed-methods approach. Fifteen qualitative, semi-structured interviews were conducted over a six-week period in February and March 2020 by the author with World Bank practitioners specializing in social safeguards policies and the supervision of social aspects, including GM implementation, in World Bank-financed projects. In April 2020, an online survey of 94 GM focal points in implementing agencies was conducted in 24 countries; its 23 questions probed the design, track record, strengths, and weaknesses of project-level GMs (World Bank 2021a). Follow-up discussions were then held with eight project implementation unit (PIU) members from two projects. Finally, the paper also relies on extensive case study analysis.

Grievance procedures.

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Grievance procedures --- Arbitration, Industrial