NHLP/MAIL GRM Policy

1. Introduction
to GRM]
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1st Section
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2. Grievance Redress Mechanism
NHLP-Safeguard
It is important to build communities’ confidence that their grievances are taken
seriously and treated fairly.

3. Significance of the training
 Bringing the gap between citizen and government
 Effective monitoring of grievances
 Improved complain redress mechanism
 Empowering citizens

4. What is a Grievance
Share your experience!
what it means, how is it conducted, what
are the challenges?

5. Grievance
 A Grievance is defined as an oral or written
expression of dissatisfaction or concern about
facilities or services provided,
 or about actions or lack of actions taken, and can be
made by individuals or groups.

6. Grievance
 Grievances may also include inquiries,
recommendation, suggestions or requests for
different services.
 Or in other words, a grievance is an expression of concern
or complaint voiced by any person who feels they have
been or will be negatively impacted by someone else’s
activities.

7. What is GRM
 GRM is a Formalized Process For:
 Receiving,
 Evaluating,
 Addressing project-related grievances
 From affected households, person or stakeholders at the community,
project, region, and country levels.
 GRM provides a fast and accessible complaint mechanism for
individuals and communities who believe that a project causes
harm to their community.
 The GRM screens complaints and supports project teams and
complainants to identify a timely solution to issues raised in
complaints.

8. Benefits of GRM

9. Example of Pertinent
Grievances to NHLP
 Quality of agriculture inputs related complaints,
 Quality of services received from VFUs and lead farmer
 Farmer complains on technical and extension services
 Non availability of agriculture inputs on time
 Adverse impact of services and input used
 Complaint over mis-implementation of selection criteria
 Complaint over land dispute
 Feedback for improvement

10. NHLP Grievances Processes

11. Grievance Redress Committee
 NHLP has constituted a grievance redress committees
at different level to redress the grievances of the
affected Persons (APs)/ Households (HHs) or process
stakeholders’ comments.
 Following are the three different level GRC’s
District level
Regional level
HQ level

12. GRC’s Members
District Level
ESMF Officer
Extension Worker
Member of CDC
DAIL Extension member
VFU/LF
Regional Level:
ESMF Officer, focal point
M&E Officer
Regional Coordinator
Provincial Coordinator
Representative of DAIL
HQ Level:
Project Director
ESMF Coordinator
M&E Coordinator
Relevant Dept Coordinator
Representative of MAIL
Resolved Not-Resolved ResolvedResolved Not-ResolvedNot-Resolved
Matters can then be referred to
Court under Afghanistan’s law

13. Function of the GRC’s
‾ Receiving, evaluating, and analyzing the complaint;
‾ Providing receipt to the complainant;
‾ Assessment of alternative solution for the issues;
‾ Recording the grievances;
‾ Consultation with the affected and relevant communities;
‾ Choosing of the best solution;
‾ Resolving issues through mediation of GRCs;
‾ informing back complainant from the decision taken;
‾ Follow-up/implement; and
‾ Report (number and category of cases, districts, provinces, position,
gender and outcome of complaints (rejected/resolved)

14. Meeting Schedule of GRC’s
 At district level within 10 working days
 At provincial/regional level within 20
working days
 At HQ level GRC may be held several times
in a month, if there are more cases.

17. Thank You
NHLP-ESMF
Mir Wali Lakanwal