The Grievance Redress Mechanism Manual (GRMM) has been developed to outline the procedures, systems, and principles that must be followed by the Project Implementation Unit (PIU), Grievance Redressal Committees (GRCs), and all project-affected and interested parties. This manual provides guidance on how to lodge, receive, and address grievances, including complaints, concerns, queries, clarifications, suggestions, and feedback related to the Digital Malawi Acceleration Project (DMAP).
It details the process for receiving, assessing, sorting, and resolving grievances, as well as the monitoring of this process. The manual also specifies timelines for achieving key milestones in grievance processing and provides the necessary tools for effective implementation. All personnel involved in the implementation of the DMAP are required to strictly adhere to the procedures and guidelines outlined in this manual.
