Based on the stakeholder consultation and Environmental and Social Management plan (ESMP) it is showed that during the construction phase, the project will generate environmental and social concerns notably excessive noise, dust generation, accidents involving the workers in the nearby offices and general public. The Midterm Population and Housing Census will take effect and these will bring out a lot of complaints regarding the recruitment of enumerators, the methodology of the digital census, and the process involve in carrying out unbiased data which will create some grievances that must be addressed.
This is where staff, enumerators, data collector, cartographers, communities and individuals who believe they have been adversely affected by the Project may submit complaints. The GRM allows for questions, concerns, complaints, and grievances to be received by the project team, investigated, recorded, and resolved. In its simplest form, grievance mechanisms can be broken down into the following primary components
Once complaints are received from any of the listed channels, they are recorded in a grievance registration form or directly onto the digital GRM database. An acknowledgement of the complaints is sent to the complainant with the next steps and when to expect feedback.
The ESSS and Regional Admin officers (grievance Administrator) will sort the complaints, assign priority, and assign the complaint to the appropriate entity or GRC to investigate. The ESSS will convene a GRC meeting as relevant. The responsible entities or GRC will investigate to understand the complaints further, follow up with the complainant if possible, fact-finding from other persons or entities where relevant. The ESSS will track the progress made in resolving the issues and make sure, it is within the timeframe
Once the investigation is concluded, the responsible entity (GRC) will discuss the results and propose and outline the options for resolving the complaint.
The resolution approach would be appropriate to the nature of the complaints, consideration for cost and reputational implications, testing out resolution option with complainant to check for satisfaction etc
