Grievance Redress Mechanism (GRM) in Dominica Housing Recovery Project

The Grievance Redress Mechanism (GRM) provides stakeholders with channels to file complaints related to project policies and procedures. Managed throughout all stages by the Social Safeguards Specialist, the GRM ensures timely responses and resolution of grievances. Key terms include feedback, grievance, redress, and dispute. The structure allows for formal and informal mechanisms, including the World Bank Grievance Redress Service.

• Grievance Redress Mechanism
• Dominica
• Housing Recovery Project
• Social Safeguards
• Stakeholders

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1. GRIEVANCE REDRESS MECHANISM (GRM) Dominica Housing Recovery Project Presented by: Implementation Support Team (IST) Safeguards Advisor, Kirk C. N. Brown September 23, 2021

2. TOPICS TO BE COVERED 1. What is the Grievance Redress Mechanism (GRM) 2. Who Implements the Grievance Redress Mechanism 3. Key Grievance Redress Mechanism Terms 4. Grievance Redress Mechanism Structure

3. What is a Grievance Redress Mechanism (GRM)? The Grievance Redress Mechanism (GRM) provides channels whereby stakeholders of a project can file a complaint (anonymous, email, post, telephone or in-person) pertaining to HRP PIU policies, procedures and operations (including contractors) and are responded to in a timely manner by the HRP PIU. All complaints will be recorded in the Grievance Register, acknowledged, tracked and resolved in the most efficient manner by HRP PIU. Complainants must complete the Grievance Lodgement Form and submit it to HRP PIU, which can be accessed at from the office or HRP website at http://hrp.gov.dm/ or https://mis.hrp.gov.dm/website/KwCGjZ95PtvKb0ZxziLg Image result for pictures of a protest

4. Who implements the GRM? The GRM is managed and implemented throughout all stages of the Housing Recovery Project. GRM is managed and monitored by the Social Safeguards Specialist. Currently this position is vacant and is being supported by the Project Manager and the Implementation Support Team (IST) Safeguards Advisor until the position is filled.

5. Key Grievance Redress Mechanism (GRM) Terms Feedback: Opinions on the performance of a project provided to those who run it.(Positive or negative) Grievance: Distress expressed in the form of a complaint. Redress: To set right, remedy by removing the cause of a grievance or making up for it. Dispute: Two or more people confront over goals they perceive to be incompatible.

6. Grievance Redress Mechanism Structure Project Grievance Mechanism Addresses project environmental, social and other performance Can utilize formal and informal grievance mechanisms, supplemented as needed World Bank Grievance Redress Service (GRS) Communities and individuals who believe that they are adversely affected by a World Bank (WB) supported project may submit complaints to existing project-level grievance redress mechanisms or the WB s Grievance Redress Service (GRS). Grievance Committee Serves as an independent group for people and communities who believe that their complaints have not been resolved 6

7. THANK YOU Project Implementation Unit- Housing Recovery Project (HRP-PIU) contacts: Project Manager: projectmanagerhrp@dominica.gov.dm Social Safeguards Specialist: socialsafeguardshrp@dominica.gov.dm Implementation Support Team (IST) contact: kcnb1993@gmail.com