Webinar: Grievance Redress Mechanisms

Sanjay Agarwal, Senior Social Development Specialist, World Bank

Nikhil Dey, Mazdoor Kishan Shakti Sangathan

Grievance Redress Mechanisms (GRMs) are critical tools for promoting transparency and accountability, reducing corruption, improving service delivery and enhancing overall project effectiveness in government programs. In order to be effective, GRMs should not only have well-thought organizational structures and internal processes, but also should stimulate demand for GRM users to access the mechanism. Most effective GRMs have multiple complaint uptake locations and multiple channels for receiving grievances; fixed service standards for grievance resolution; prompt and clear processing guidelines for which often strong reviewing procedures and monitoring systems are in place; and an effective and timely grievance response system to inform complainants of the action taken.  The presentation will focus on approaches on how to design and implement successful GRMs. Examples of GRMs from Indonesia, Philippines and India will be showcased to highlight various aspects of effective GRMs.