GRM Handling Hierarchy

Figure 1 indicates the hierarchy for handling grievances

The different GRM forums, units, sub-units and field units, and their GRM roles and responsibilities are described below.

3.1 Project Steering Committee

The Project Steering Committee (PSC) will act as the Apex Forum to hear and adjudicate on appeals against GRC decisions. Pending cases shall be presented by the Chairperson of Grievance Redress Committee to the Project’s Steering Committee. The PSC will review and resolve any appeals against the Grievance Redress Committee. Appeals must be lodged with the GRC for submission and reporting to the PSC.

3.2 GRIEVANCE REDRESSAL COMMITTEE (GRC)

A Grievance Redressal Committee (GRC) will be formed under the project to resolve the complaints with the following composition.

1.   Project Director SIAPEP  – ( Chairperson )
2. Director Upper / Lower Sindh – ( Member )
3. Grievance Redressal Officer-PIU – ( Member / Secretary )
4. Team Leader PSIAC – ( Member )
5. Team Leader M&EC – ( Member )
6. Communication Specialist-PIU – ( Member )
7. Social Development Specialist-PIU – ( Member )

The GRC mandate includes but is not limited to:

1. Resolving and addressing complaints categorized to be taken up at this level
2. Reviewing appeals lodged against the resolutions of GR Sub-Committees at region or district level
3. Considering and determining corrective measures in the light of comments and suggestions received by GRC and/or recommended by GR Sub-Committees
4. Monitoring GRM handling by region / district level Sub-Committees and reviewing resolutions suggested by sub-units and/or field units
5. Notifying members of GR Sub-Committees
6. Analyzing data on grievances and using this to make informed decisions
7. Reporting to PSC unresolved grievances at GSC level
8. Constituting special committees, if required under un-usual circumstances for Redress of grievance of exigent nature and/or for resolutions of complaints requiring broader inquisitorial procedures

The GRC will be the highest forum within the project for redressing the grievances received from the beneficiaries, stakeholders and other concerned. The Grievance Redresses officer PIU will act as Focal Person/Complaint Handling Officer for GRC. The committee, while handling a complaint may requisition any staff for its assistance and/or may constitute a special committee if required. The Project Director (Chairperson of GRC), with prior approval of the World Bank, may replace a single member and/or the entire GRC.

3.3 GR – Sub Committee 1 at Upper and Lower Sindh

A Grievance Redressal sub Committee 1(GRSC-1) at regional level (Upper and lower Sindh) will be formed under the project to resolve the complaints with the following composition.

1. Director SIAPEP ( lower / upper ) – ( Chairperson )
2. Dy Director WCD – ( Member / Secretary )
3. Assistant Agriculture – ( Engineer Member )
4. Representative of PSIAC – ( Member )
5. Representative of M&EC – ( Member )
6. GRO PIU – ( Member )

The GRSC mandate includes but is not limited to:

1. Resolving and addressing complaints categorized to be taken up at Region level
2. Reviewing appeals lodged against the resolutions of GR Sub-Committees at district level
3. Considering and determining corrective measures in the light of comments and suggestions received by GRC at District Level and/or its recommendations
4. Monitoring GRM handling by district level sub-Committees and reviewing resolutions suggested by it.
5. Notifying members of GR Sub-Committees at District Level
6. Analyzing data on grievances and using this to make informed decisions
7. Reporting to GRC the un resolved grievances at GRSC-1 level
8. Constituting special committees, if required under un-usual circumstances for Redress of grievance of exigent nature and/or for resolutions of complaints requiring broader inquisitorial procedures

3.4 GR – Sub Committee 2 at the District 

A Grievance Redressal sub Committee I1 (GRSC-1I) at District level will be formed under the project to resolve the complaints with the following composition.

1. DY Director SIAPEP ( for each district ) – ( Chairperson )
2. Assistant Agriculture Engineer – ( Member /Secretary )
3. Representative of PSIAC – ( Member )
4. Representative of M&EC – ( Member )
5. Representative of Director SIAPEP concerned – ( Member )

The GRSC-II mandate includes but is not limited to:

1. Resolving and addressing complaints categorized to be taken up at District level
2. Considering and determining corrective measures in the light of recommendations and suggestions received by GRSC at District Level
3. Monitoring GRM handling at district level
4. Analyzing data on grievances and using this to make informed decisions
5. Reporting to GRC unresolved grievances at GRSC-1 level
6. Constituting special committees, if required under un-usual circumstances for Redress of grievance of exigent nature and/or for resolutions of complaints requiring broader inquisitorial procedures

Grievance Handling Process

The key steps in handling the grievances are summarized in Figure 2 and described below.

4.1 Receipt and Registration of Grievances

The receipt of complaints is key and hence a simple and understandable procedure is adopted for receiving grievances, suggestions and comments relating to the project. The complainant may submit, containing his/her personal information, suggestions and/or comments on the prescribed form or simple paper, to the Focal Persons of Grievance Redress Committee and/or Sub-Committees at (i) PIU Office, (ii) Regions (Upper & Lower Sindh) (iii) District Offices. In case the concerned Focal Person is not available in the office the Aggrieved Person/Complainant can drop his/her written complaint, suggestion/comments in a Box placed at a visible location for the purpose.

Alternatively, grievances may be submitted by (i) filing an application on the Project website (www.siapep.org), (ii) lodging complaints through telephone (022-9200045) or telephone numbers of concerned directors / Dy.  directors to be notified separately, or (iii) use of the postal mail service.

The Project will ensure that any person either in his personal capacity or representing a group of complainants and/or entity that files a grievance will be made aware of the grievance mechanism. To facilitate tracking, evaluation and response to grievances, a standardized form will be used (Annexure-A). Complainants are encouraged to use this form that will be available at every office/outlet mentioned above.

A project GRM awareness campaign will be launched in print and electronic media. This will include distribution of brochures (in local languages), signboards in the vicinities where project interventions will be executed and in print media. The contents of these hoardings may include but not limited to the following:

• Summary of the GRM procedure and how it can be used
• Details of the process, such as who is responsible for receiving and responding the grievances etc.
• Timeline for receiving responses and results
• Safeguards in place to ensure confidentiality

All grievances, suggestions/comments etc. will be recorded in a Grievance Register by the Focal Person(s) / Complaint Handling Officer, having columns shown in Annexure-B within two (2) working days of the receiving of the grievances. A unique number will be assigned to each grievance, suggestions and comment. In addition to lodging the grievance/suggestion/comment in the Grievance Register, the same shall also be uploaded in a dedicated data base to be maintained at Project Web Portal, which can only be accessed by Project Director or any of his assigned representative.

4.2 Acknowledging Grievance

The Focal Person or Complaint Handling Officer will formally acknowledge the receipt of grievance within five working days of the submission of grievance and will inform the complainant that the Project will respond within 20 working days. It will be ensured that all such acknowledgements, verbal or writhen are recorded in an appropriate manner to ensure record of correspondence. Acknowledgments should include a summary of the grievance and an estimated time for response/resolution.

4.3 Screening/Sorting of Grievances/Suggestions/Comments

Each and every complaint received in writing or through SMS, WhatsApp, Messenger or verbal channels will be sorted out from Level 1 to 4 as per definitions provided in Table 1 to determine the appropriate method of Redress.

Table 1. Complaint levels and response process

Once the sorting of all the relevant/maintainable grievances/suggestions and comments have been made, the Focal Person / Complaint Handling Officer will send the complaint / suggestion / comment to the concerned committee for redress.

4.4 Verification of Complaint/Investigation/Redress

Once a complaint and/or suggestion / comment has been forwarded to the GRC or Sub-Committees, the Chairperson of the Committee will nominate a committee member to verify the issue and/or analyze the suggestion / comment prior to a thorough investigation, and to prepare a working paper for consideration of the Committee / Sub-Committee in its meeting. The investigations will include collecting and review of relevant documents, making site visits, consulting appropriate internal staff, contacting external stakeholders, interviewing the complainant as appropriate.

The Committee and Sub-Committee will meet as often as required to handle complaints and suggestions. The GRC and its Sub-Committee will ensure attendance of complainants at meetings as observers to ensure transparency.

The Field Unit Sub-Committees, in case of complaints pertaining to social and tribal issues / conflict, may redirect complaints for Redress through local prominent elders and social set-ups if required, or they may invite such tribal elder to their meetings for facilitation and assistance.

4.5 Dissemination

Once the redress process is completed and the GRC and/or GR Sub-Committee has reached a conclusion, the result will be communicated to the complainant and concerned stakeholders. The results of the redress process will be uploaded to the project website. Besides communicating the results to the Complainant, the Focal Person(s) / Complaint Handling Officer will also record the information pertaining to the decisions of the Committee(s) in the grievance register and corresponding grievance database. The actions suggested by the GRC or Sub-Committee will be communicated to the concerned person(s) and will be recorded in a register.

4.6 Right of Appeal

If a complainant is dissatisfied with and/or unwilling to accept the resolution of the GRC or its Subcommittees, he/she may approach the appellate forum for review. The appeal committees will review the case and determine if further action is possible. Once all options for corrective actions have been explored and no further action is deemed appropriate, a written notice will be sent to the complainant advising that his/her grievance case is closed. In cases where appellate forum is PSC the complainant will be asked in writing to submit a written appeal along with the reasons of not accepting the resolution of GRC, for submission to PSC for issuing a final decision into the matter.

GRM MONITORING AND EVALUATION

To ensure evaluation and improvement of the GRM, the Project will monitor implementation using the monitoring matrix in Table 2.

5.1 Monitoring Indicators

Table 2: Monitoring indicators