Project Management Unit Rural Livelihood and Community Infrastructure Project (RLCIP)

Transcription

1 Project Management Unit Rural Livelihood and Community Infrastructure Project (RLCIP) GRIEVANCE REDRESS POLICY Dated 19 th, December The Grievance Redress Mechanism of a project is an institutional arrangement to provide an avenue to address complaints and issues raised by stakeholders. It also provides important feedback on the operational activities of the project. The main purpose of the Grievance Policy of RLCIP is to put in place an appropriate mechanism whereby the aggrieved or affected individual(s) or community (s) who believe(s) that he/ she has been wronged by any act of the management or connected implementation system, is afforded a fair opportunity to redress his/ her grievance. 2. Objectives: The objectives of the Grievance Redress Mechanism are: a. To develop an organizational framework to address and resolve the grievances of individual(s) or community (s), fairly and equitability. b. To provide enhanced level of satisfaction to the aggrieved. c. To provide easy accessibility to the aggrieved/affected individual or community for an immediate Grievance Redress. d. To ensure that the targeted communities and individuals are treated fairly at all times. e. To identify systemic flaws in the operational functions of the Project and suggest corrective measures. f. To ensure that the operation of the project is in line with its conception and transparently to achieve the goals for sustainability of the project. 3. Definition of Grievance / Complaint A Grievance / Compliant is defined as any formal communication that expresses dissatisfaction about an action or lack of action, about the standard of service, works or policy, deficiency of service, works or policy of the project management and its implementation mechanism. 4. Structure of Grievance Redress Mechanism As per the directions of the operations manual of RLCIP, the project shall have multi-tier Grievance Redress/system with designated staff responsibilities at each level. A grievance at the first stage shall be seen by a level immediately above the level at which the cause of grievance had occurred 4.1. Agency Complaint Unit Given the community- based approach of the Project, it is expected that most of the complaints, grievances and conflicts would be generated at the local level. This would be the most important Grievance Redress unit with a more proactive role. This unit will be headed by Page 1 of 5

2 the Additional Political Agent of the Agency and supported by a representative of the community probably a reputed elder (nominated by the community itself) and Agency Programme officer of RLCIP For easy access to the community a complaint box would be provided in the office of the Additional Political Agent for receiving complaints. Similarly a toll free telephone number will be installed in the Agency Implementation Unit (AIU) RLCIP. The AIU RLCIP shall provide a staff not bellow the rank of an Office Assistant who shall rerecord the complaint and immediately report it in writing to the Agency Program Manager (APO) The APO shall report the matter/ complaint to the Project Director PMU within three days of registration of a complaint. The complaint shall be disposed off within 15 days positively. The decision reached will be reported to the complainant, and to other stakeholders. AIU may refer the community based issues to arbitration/ reconciliation for resolution at village/community level with satisfaction to the parties A system of recording and tracking all the complaints will be maintained by the AIU. Supportive evidence in the form of complainant signatures will be required once a decision has been communicated. The system will also record the deliberations of the AIU and the evidence presented to it in the course of handling a complaint Grievances related to the decisions taken by the AIU shall be forwarded to the next higher forum i.e. PMU. Any such complaint received by PMU along with the action so taken shall be shared with the Bank immediately In case the complaint is against the Agency Implementation Unit by an individual or community it shall be forwarded to the Project Director PMU RLCIP for redress Project Complaint Cell at PMU The Project Director of RLCIP will be the Grievance Redress Officer at PMU level. It is expected that all kinds of complaints, issues and conflicts would be addressed positively at this stage. Tribal elder from the respective tribal area nominated by the Project Director in consultation with the aggrieved will also assist the redress at this level For easy access to the community a complaint box would be provided in the office of the Project Director for receiving the complaints. Similarly a toll free telephone number will be installed in the office of the Project Director RLCIP. Project Director shall notify a staff member not bellow the rank of Assistant who shall record the complaints, enter it in the complaint register and report it in writing to the Project Director immediately Appeals can be made against the decisions of the AIU to the Project Complaint Cell of PMU RLCIP. The Complaint will be dealt with within ten days of being received. Page 2 of 5

3 4.3. Grievance Redress Unit at FATA Directorate of Projects, FATA secretariat is an important mechanism for monitoring and evaluation of the Projects and other development activities in FATA. In this back ground Directorate of Projects, FATA secretariat would serve as the Grievance/Complaint Redress Mechanism for RLCIP at the apex level All the complaints, grievances and conflicts pertaining to the Project Management Unit would be resolved at this forum this would be the final authority to resolve and address the grievances and complaints. This would be the final forum of appeal against the decisions made by the AIU/PMU Grievances Redress Units. Its decision would be final and may also impose penalties and fines on the defaulting parties in accordance with rules. A matter reported to this forum shall be decided in not more than one month Director General Projects FATA will be the focal person at this level. In case there is a complaint against the Project Director or any other issues which the Director General Projects FATA feel(s) not competent to take action, he shall in writing inform the Project Steering Committee (PSC) for appropriate action. In such a case action suggested and approved by the PSC would be final. 5. Graphic representation of RLCIP Grievance Redress Machinery. Cause of Grievance A I U/GRO PMU/GRO DG Projects Agency complaint cell P D PMU FATA Bellow AIUs Against AIUs Against PMU PSC/ACS Final Authority 6. AIU and PMU shall maintain accurate records of complaints. They will compile Quarterly Reports and send them to the Directorate of Projects with copies to the ISU, Page 3 of 5

4 Directorate of Projects and the World Bank. Brief on the same would also be presented by the Project Director in the Project steering Committee meeting. 7. Grievance Redress System and Procedures: 7.1 Any communication conveying dissatisfaction about an action taken or lack of action (delay) in respect of the project machinery or its operation or of its intermediaries in written, verbal or digital form shall be taken as grievance or compliant and it shall be recorded by the receiving office in its Grievances Record System A serial number will be assigned to it together with the date of receipt A written acknowledgement to a complainant shall be sent promptly and in any case within not more than 3 working days The acknowledgement shall contain (i) The name and designation of the officer (if the designated officer is in another office then the relevant address will also be included) who will deal with the grievance. (ii) Information that necessary action will be taken within the specified working days from the date of receipt of the grievance by the officer concerned. (iii) Name, address, -id and phone number of the authority which the complainant could approach if the matter is not redressed within the specified timeframe or if he is not satisfied with the action taken If the office receiving the grievance/ complaint is not the one designated to consider and dispose it, the receiving office shall forward it to the designated office, but after having complied with the requirements at (7.1.1) to (7.1.3) above The office designated to consider the matter shall make every effort to ensure that grievances / appeals are considered and disposed off within the stipulated period of fifteen days. 8. Closure of Grievance: The complaint shall be considered as disposed off and closed when: 8.1. The designated Grievance Redress Officer / authority has acceded to the request of the complainant fully Where the complainant has indicated acceptance of the response of the insurer in writing. Page 4 of 5

5 8.3. Where the complainant has not responded to the Grievance Redress staff within one month of being intimated the final decision of the grievance officer on his grievance/ complaint Where the complainant fails to attend the proceedings of the Grievance Officer with in the stipulated period of the disposal of the complaint. 8.5 Where the complainant withdraws his/her complaint. 9. Exclusions: 9.1. The following allegations/ complaints shall not be construed or taken up for consideration and disposal as Grievances : Anonymous complaints or Frivolous cases in respect of which inadequate supporting details are provided; Cases involving decisions / policy matters in which the complainant has not been affected directly/ indirectly Cases where quasi-judicial procedures are prescribed for deciding matters or cases that are sub-judice A Grievance which has already been disposed off by the higher level Grievance Cell Complaints of corruption should be lodged with the Secretary P&D or vigilance officer of the Project and dealt with separately. 10. Conclusion The Grievance Redress Policy of the RLCIP is adopted in pursuance to the Paragraph No 8.17 of the Operations Manual of the Rural Livelihood and Community Infrastructure (RLCIP) dated and is available on the Website of the FATA Secretariat, Directorate of Projects FATA and RLCIP. Page 5 of 5