gg

1. Grievance redress Mechanism
‫کار‬ ‫طریقہ‬ ‫کا‬ ‫ازالے‬ ‫کے‬ ‫شکایات‬
Facilitator: Mirza Muhammad Abbas (MEM, BE, NEBOSH, Approved Auditor ISO
45001, 14001)
Co Facilitator: Abdul Samad Chandio (MEM, BE)
PROJECT KAKRI SPORTS COMPLEX & NEIGHBORHOOD IMPROVEMENT
PROGRAM
CONTRACTOR: FAZAL & BROTHER

2. WHO WE ARE?
• We are experienced Management Consultants specialising in designing, implementing and upgrading of
Management Systems. We offer our clients a faster, simpler, cost effective, logical and innovative approach in
implementing Management Systems that reflects their business practices and conforms to the stringent
requirements of International standards.
•
• Our commitment is that we believe our continuing success can only be achieved by ensuring our clients receive a
professional service that will help them to continually improve their business performance.
•
• Sustain Inc. has continued to grow year upon year and has supported many organisations in obtaining
international standards certifications.
•
• Our expertise lies in the development and improvement of our clients in the following disciplines:
• ISO 9001 – Quality Management System Standard
• ISO 14001 – Environmental Management System Standard
• BS OHSAS 18001 – Health & Safety Management System Standard
• ISO 22000 – Food Safety Management System
• HACCP - Hazard analysis and critical control points
• Social Audits – SA 8000, SEDEX and other

3. Abbreviations
• GRM - Grievance Redress Mechanism
• KNIP - Karachi Neighborhood Improvement project
• PIU - Project Implementation Unit
• GRFP- Grievance Redress Focal Person
• ESMP- Environment Social Management Plan

4. Karachi Neighborhood Improvement Program (KNIP)
Karachi Neighborhood Improvement Project builds upon the on going initiatives by the Government
of Sindh with collaboration of World bank to revitalize Karachi.
The project aims to transform urban areas into creative, eco-friendly and sustainable cities through
improved city governance, effective urban planning, efficient local mobility, infrastructure and better
security to make urbanization an important driver of growth.

5. Sub Project overview
The Kakri Ground and Amenities Enclave in Lyari is part of Union Council- 6 (Moosalane), Lyari Town,
district South of Karachi Division and one of the sub-projects of KNIP Phase-II.
• Kakri Ground redevelopment (6.5 acres)
• New UC 6 office building
• New pavilion
• Rehabilitation of Triangular Park
• Up gradation of Paria Road & small section of Pritchard Road less than 1 km;
• Provision and improvement of footpath and Burying of overhead utility lines @ Paria Road & small
section of Pritchard Road.

6. Grievance?
• A formal complaint by any stakeholder due to dissatisfaction arising from project
or project activities
• Grievance can be raised by individual or a group

7. What is Grievance Redress Mechanism GRM ?
A formal system by which, complaints and dissatisfaction arising out of
implementation of project are communicated, tracked and are resolved
in the most efficient manner
• Addresses the concerns of its stakeholders.
• Protects the interests of directly and indirectly affected beneficiaries.

9. WHY ? GRM
GRM can help PROJECT MANAGEMENT by enhancing efficiency in;
• Mitigating risk- of fraud/corruption/quality work
• Provides practical suggestion/ feedback that allows more accountability and responsiveness to
beneficiaries.
• Assessing the effectiveness of internal organizational processes.
• Increasing stakeholder involvement in the project.
• Recognize grievance patterns, identify any systemic causes of
grievances, promote transparency, publicize how complaints are being handled.
• Data Monitoring and periodically evaluating the overall functioning of the mechanism;
including the periodic reports to the contractor(s) and in compliance monitoring report to the
World Bank.

11. GRM OBJECTIVES
• Reduce the likeliness of escalation of disputes
• Identify and address potential negative impacts, unanticipated issues
• Improved results and lessons learned
• To make the KNIP more accessible for project-affected communities (Neighborhood, local
population, any union, mohalla committee, sports club, local youth)
• To provide a strong system of procedures and processes for rapid resolution of project-related
disputes/complaints/concerns by citizens & stakeholders.

12. COMMUNITY EXPECTATIONS OF THE GRM
• Acknowledgment of receipt of complaints
• An honest response to their questions/concerns about project and sub-project
activities
• An apology where necessary
• Compensation of damage where appropriate and in line with national policies and
guidelines
• Modification of the conduct that caused the grievances
• Grievances prevention / reduction on project

13. Environmental Social Management Plan (SEMP)
• Sindh Environmental Protection Act 2014 (SEPA 2014) & many other local laws
• World Bank’s policy OP 4.01 on Environmental Assessment, and Access to information 2010
• Sub-project rapid environmental and social screening for social & environmental impacts via field works
(Surveys, consultation)
• This ESMP report is developed which presents the specific environment and socio-economic baseline
data.
• Socio-economic aspects like; health and education, infrastructure and utilities, sewerage and solid waste.
• Extensive consultation with stakeholders (Local population, shopkeepers, youth, sports committee,
government utility departments)

14. ENVIRONMENTAL SOCIAL MANAGEMENT PLAN
(SEMP)
• The consultant team, conducts various consultations (Consultative Meetings, Focus Group Discussion
and Interviews)
• Stakeholders like Local Residents (male and female), Sports and Youth Groups, Business Owners,
Mobile Vendors and Small Cart Owners, Government Departments (Local Govt. DMCs, KMC),
Utilities Agencies and NGO/CBO. gain their consent for carrying out sub-project
• The purpose of the meetings is to present the concept design & gain consent of the locals.
• GRM is developed to actively address the concerns of affected parties.

15. PROJECT PRE-START ASSESSMENT OF POSSIBLE SOCIAL GRIEVANCES
• Enlisting the possible arising grievances by consultants.
• Feed back of locals/stakeholders through consulted meetings & surveys
• Conduct internal project team meetings & discuss of upcoming issues.
• If some grievance that could not possibly resolve in future by project team, those should be
reported to higher level (PIU) GRFP.
• The possible grievances should be included in ESMP & mitigation should be described.
• Roles should be assigned to different team members.
• Train the suppliers, project team, raise awareness among workers

16. GRIEVANCE TYPES ?
• Traffic – Congestion
• Noise, dust due to construction activities
• Privacy of neighbors, or cultural barriers
(Work at height)
• Parking of heavy vehicles
• Blocking Pathway of residents due to
any activity
• Disputers/Negative approach
• Area union
• Public Mobility
• Gender based harassment
• Residents
• Heavy movements
• Safety concerns for kids
• Trespassing
• Theft
• Social requirements of workers
• Waste generation by construction
activities
• Utility interruptions
• Child harassment

17. GRM
PROACTIVE
APPROACH
Accessibility
Time/
predictability
Fairness
Transparency
GRM Capacity

18. THE GRIEVANCE REDRESS FOCAL PERSON (GRFP)
• GRFP provides oversight on the entire GRM process at a strategic level & monitor overall complaints
management.
• The GRM acts according to World Bank policies as well as local laws including the ‘Protection
against Women Harassment at Workplace Act 2010 etc.
• Some complaints that are directly received in PIU (Via telephone line, postal mail, email
• and web link) will be assessed first by GRFP. In case the complaint is of a minor nature and can be
resolved on site, the GRFP will inform the field level committee to proceed with the resolution
process.
• Once a complaint has been resolved, the GRFP who will, in turn, contact the complainant to
determine satisfaction with both the process and the outcome. Information in this regard will be
maintained in the GRM database.

19. 3 TIERS
Complaints received can be addressed at 3 levels:
• I. Field Level (5 days Max)
• II. Stakeholder involvement (7 Days Max)
• III. Department – strategic levels

20. 1st tier - FIELD LEVEL MECHANISM
• Complainants that are possible to address at project site.
• help desk at project site.
• Contractor nominated focal person for Grievances at site .
• Registration Forms should be with specific serial numbers
• A drop-box with different serials from register for citizens who want to log complain confidentially.
• All complaints received will be reported to GRFP.
• Complain should be resolved immediately in 24 hours or max in 5 days and closure should be shared with GRMFP
• Complain record should be maintained at site for audit & reporting purpose.
• On the other hand, complaints that are directly received in PIU (through telephone line, postal mail, email
• and web link) will be assessed first by GRFP

21. FIELD LEVEL COMMITTEE MEMBERS:
• Grievance Redress Focal Person Senior Engineer PIU (Name)
• Resident Site Engineer – Supervising Consultant Contractor (Company & person name )
• Resident Site Engineer – Supervising Consultant (Company & person name )
• Contractor (Company & person name )
• Concerned PIU Specialist/Staff (Company & person name )

22. Designated site
resource for Grievance
Site based
resolution
in max
5 days
Reporting the
PIU GRFP
Maintaining
the record at
site If the complain is not resolved in 5
days, than issue would be escalated
stakeholder level
Grievances
GR
Register
Complaint
box
Grievance
register
If the complain is RESOLVED, than
satisfaction form will be filled.

23. 1st Tier
•Setup the helpdesk for social issues
•Maintain the register
•Assign a specific email id, phone number.
•Mount signage
•Use local & national languages
•GRM process should be addressed in stakeholder meetings
•Train the staff
• Set up an easy to access "Suggestion/Grievance box”.
• Designate a grievance officer to receive, log, monitor or track grievances
• Modify the project website (if any) to create a permanent sub-window that facilitates
collection of complaints.
Phase 1 - Grievance Receiving procedure

25. PHASE 2 –GRIEVANCE ACTION PROCESSING
• Generally grievance should be addressed in 24 hours.
• Suggest timeframes and procedures to log, monitor or track complaints and
respond to complainants.
• Assign grievance resolution responsibilities to existing staff members

26. PHASE 3 - GRIEVANCE RESULT
•Design a simple, easy to use, excel-based or log-book based
•Regularly review feedback received, cases resolved and complaints trends in resettlement
review meetings.
•If the grievance is not resolved, then contractor resource will escalate the issue to the
GRFP for stakeholder engagement.
•If the raised grievance is properly addressed, the satisfaction form should be filled, &
record must be maintained.

28. 2nd Tier
→ When issues are not resolved at field level
• Stakeholder level Committee comprising Project team, outside stakeholders like civil society members,
utility department members are engaged by GRFP.
• This committee would have 7 working days to reach a decision to address the issue, however if
• solution is not attained within the required timeline, the grievance would be escalated to
STAKEHOLDER LEVEL
Stakeholder Committee Members:
Deputy Project Director PIU
Grievance Redress Focal Person – Social Development Specialist Concerned PIU Staff
Concerned PIU Specialist/Staff
Local Community and Civil Society Representatives for Project Sites.

29. DEPARTMENT LEVEL
3rd Tier
• Highest level of grievance resolution.
• Max 21 days working framework for satisfactory conclusion.
• Department level committee Comprises highest level of officials like;
• Project Director - PIU District Municipal Commissioner
• Grievance Redress Focal Person-PIU
• Concerned PIU Specialist/Staff

31. THANK YOU