Grievance Redress Mechanism

Summary of the Grievance Redress Mechanism of the KCWMP

The Grievance Redress Mechanism (GRM) had been established to manage the grievances during construction. The basic principles of the GRM are to: (i) create a space for affected people to present their grievances by several modes, (ii) resolve all grievances in-house, (iii) establish user friendly infrastructure (call center) to report grievances, (iv) resolve grievances within a set time frame (specific Turn-around time), (v) follow-up by consultants & PMU to resolve grievances with the contractor, and (vi) feedback on the status of satisfaction from complainer and to close the grievances file.

Grievances have been received by the Call Center / Information Desk functioned for 24 hours per day basis by telephone, and fax email, and in written form. All grievances were recorded on the Grievance Reporting Form and forwarded to the relevant officers of Contractors, PMU and Engineering Representative. As per the time set for solving grievances according to its type and magnitude follow-up action was taken by the responsible officers. Once the Call Center had been informed the grievance had been satisfactorily addressed the case is then closed.