Grievance Handling

GRIEVANCE MECHANISM PROCESS AT PIU LEVEL:

Grievance Reception and Logging:

Grievances can be received through multiple channels (phone, email, face-to-face, letter, or project’s website complaint form platforms). Once a grievance is received, it is acknowledged within 48 hours and logged in the grievance register.

Screening and Categorization:

The grievance is assessed and categorized based on its nature and urgency. This step involves identifying whether the complaint falls under environmental, social, or operational issues related to the SAFER project.

Investigation:

The PIU, through its Grievance Committee (GC), conducts an investigation. This may involve site visits, interviews, and gathering relevant documentation.

Resolution Proposal:

Based on the investigation, the PIU proposes a resolution. This may involve mediation between the complainant and involved parties to reach an agreement.

Finalization:

If the resolution is accepted, the grievance is considered closed, and both parties sign a closing-out form.

If the resolution is not accepted, the grievance is escalated to the next tier (e.g., legal redress through the Kenyan judicial system).

Boundaries of Grievances:

Grievances addressed by the PIU include any complaints related to the environmental and social impacts of the SAFER project. This also includes issues related to financial support, operational activities, and compliance with project safeguards.

The GM process at the PIU level emphasizes transparency, accessibility, and timeliness to ensure that all grievances are resolved fairly within the project's operational framework.

This structure ensures that grievances are managed effectively within the context of SAFER, aiming for timely and fair resolutions.