Digital Foundations Project’s Grievance Redress Mechanism

The Digital Foundations project implementation has the potential to negatively impact the public, businesses and institutions with regards to issues related to procurement, financial management, contractor management, labour management, poor governance as well as from environmental and social issues. The World Bank through its Environmental and Social Framework requires projects to implement Grievance Redress Mechanisms (GRMs) in order to provide a platform for reporting and redressal of grievances.

A GRM Manual has been prepared to guide the GRM implementation. It describes the procedures, systems and principles to be followed by the Project Implementation Unit (PIU), Grievance Redressal Committees (GRCs) and project affected parties to report and resolve grievances related to the project. The manual describes how complaints will be received, assessed and resolved. It also indicates the timelines for grievance processing