What is the GRM
The Grievance Redress Mechanism (GRM) is a structured and accessible process designed to receive, address, and resolve complaints and concerns related to ICPAC activities, projects and programme areas. The GRM promotes transparency, accountability, and compliance with environmental and social safeguards by ensuring that complaints from individuals or groups negatively affected by project activities are addressed in a fair and timely manner.
Objectives of the GRM
- Timely resolution of complaints and concerns
- Transparency and fairness throughout the process
- Meaningful stakeholder engagement
- Compliance assurance with ICPAC, IGAD and donor requirements
Scope of the GRM
The GRM covers two mechanism types that together ensure all workers, stakeholders and affected communities have access to an appropriate channel for raising concerns:
Internal Worker Grievance Mechanism (WGM)
External Project Grievance Mechanism (PGM)
Who Can Use the GRM
- Project workers and contractors
- Affected communities and individuals
- Civil society organisations
- Any other stakeholder affected by ICPAC activities, projects and programme areas
Workers' Grievance Redress Mechanism (WGM)
The WGM provides ICPAC staff with a confidential, accessible route to raise concerns about their employment, without fear of retaliation.
Key Features
- Anonymous complaints
- Accessible channels
- Timely processing
- Appeals process
Types of Grievances Addressed
- Employment terms and conditions
- Working conditions
- Discrimination
- Harassment
Project Grievance Redress Mechanism (PGM) for Stakeholders
The PGM allows any party affected by ICPAC activities, projects and programmes to formally raise a complaint or concern for review and resolution.
Target Audience
The PGM is open to stakeholders across ICPAC operations area, including project-affected persons, community members, local authorities, implementing partners and civil society organisations.
Types of Grievances Handled
- Environmental and social impacts
- Land and resource access
- Service delivery concerns
- Procurement and contracting issues
- Breaches of the project's codes of conduct
How It Works
- Submission - via telephone hotline, email, written submission or through an intermediary
- Acknowledgement - receipt of the complaint is confirmed within 48 hours
- Assessment - the complaint is reviewed to determine the appropriate response
- Resolution - a proposed resolution is communicated to the complainant
- Appeal - complainants who are not satisfied may request a review
Confidentiality and Non-Retaliation
All complainants are protected from retaliation, and their identity is kept confidential throughout the process unless they consent to disclosure.
Measures for GBV, SEA, and Sexual Harassment
ICPAC maintains a zero-tolerance policy toward gender-based violence (GBV), sexual exploitation and abuse (SEA), and sexual harassment in connection with all its activities and projects.
Preventive Measures
- Codes of conduct for all workers and contractors
- Training and sensitisation for project staff
- Awareness campaigns within affected communities
Survivor-Centred Approach
- Dignity and respect for survivors at every stage
- Voluntary support, never imposed
- Strict confidentiality of all information shared
- Informed consent before any action is taken
- Child protection safeguards where minors are involved
The 10-Step GRM Procedure
This procedure aligns with the World Bank's Environmental and Social Framework (ESF) requirements for grievance handling.
- Receipt and registration of the complaint
- Acknowledgement to the complainant within 48 hours
- Examination of the complaint details
- Investigation of the facts
- Proposal of a response or resolution
- Review if the complainant is not satisfied with the response
- Implementation of agreed corrective measures
- Judicial settlement, where the matter cannot be resolved internally
- Closure of the complaint once resolved
- Reporting and archiving of the complaint record