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Global Review of Grievance Redress Mechanisms in World Bank Projects

Effectively addressing grievances from people impacted by World Bank projects is a core component of managing operational risk and improving a project s results. Grievance redress mechanisms (GRMs) can be an effective tool for early identification,...

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Bibliographic Details
Main Author: World Bank
Language:English
en_US
Published: Washington, DC 2014
Subjects:
ACCOUNTABILITY
ACTION PLAN
ACTION PLANS
ADB
ADMINISTRATIVE PROCESSES
ANTI-CORRUPTION
ANTICORRUPTION
ASSETS
BENEFICIARIES
BENEFICIARY FEEDBACK
BEST PRACTICE
BEST PRACTICES
BIDDING
BLOG
BRIBERY
BRIBES
BUSINESS INTELLIGENCE
CAPABILITY
CAPACITY BUILDING
CAPITALS
CAS
CELL PHONES
CITIES
CLINICS
COMMUNICATION STRATEGY
COMMUNICATION TECHNOLOGY
COMMUNITIES
COMMUNITY DEVELOPMENT
COMPLAINT
COMPLAINTS
CONTACT INFORMATION
CORRECTIVE ACTIONS
DAMAGE COMPENSATION
DEBIT CARDS
DEMOCRACY
DESCRIPTION
DISCRETION
DISPUTE RESOLUTION
DISTRICTS
E-MAIL
ELECTRICITY
EMAIL ADDRESS
EMAILS
ENGINEER
EXTERNAL MONITORING
FINANCIAL INSTITUTIONS
FINANCIAL RESOURCES
FLEXIBILITY
GEOGRAPHICAL AREA
GOOD GOVERNANCE
GOVERNMENT EMPLOYEES
GOVERNMENT OFFICIALS
HOUSEHOLD INCOME
HOUSEHOLDS
ICR
ICT
IMPLEMENTATION COMPLETION REPORT
IMPLEMENTING AGENCY
INDEPENDENT MONITORING
INDIGENOUS PEOPLES
INDIRECT IMPACTS
INFRASTRUCTURE PROJECTS
INSPECTION
INSTITUTION
INSTITUTIONAL SUPPORT
INTEGRITY
INTERNAL SYSTEM
INTERNAL SYSTEMS
INTERNATIONAL CONSULTANT
INTERVENTIONS
INVESTIGATION
INVESTIGATIONS
IP
KNOWLEDGE SHARING
LAND TENURE
LEARNING
LEGAL SYSTEM
LEGISLATION
LIVELIHOOD
LIVELIHOODS
LOCAL COUNCILS
MANAGEMENT SYSTEM
MATERIAL
MULTIPLE ACCESS
MUNICIPALITIES
NATURAL RESOURCES
NEGOTIATION
NEIGHBORHOOD
NETWORKS
NGO
OPERATING ENVIRONMENT
OPERATIONAL RISK
PHONE
PHONE NUMBERS
POLICY FORMULATION
POLICY FRAMEWORK
PORTFOLIOS
POVERTY ALLEVIATION
POVERTY REDUCTION
PRIVATE SECTOR
PRIVATE SECTOR DEVELOPMENT
PROBLEM SOLVING
PROCESS MONITORING
PROCUREMENT
PROGRAMS
PROJECT BENEFICIARIES
PUBLIC ADMINISTRATION
PUBLIC INFORMATION
PUBLIC SERVICES
RADIO
REGIONAL DEVELOPMENT
REGIONAL DEVELOPMENT BANKS
RESETTLEMENT
RESULT
RESULTS
RISK MANAGEMENT
RURAL AREAS
RURAL DEVELOPMENT
SAFETY
SAFETY NETS
SELF-HELP
SERVICE DELIVERY
SERVICE PROVIDERS
SMS
SOCIAL DEVELOPMENT
SOCIAL SERVICES
STATE GOVERNMENT
SUPERVISION
TARGETING
TECHNICAL ASSISTANCE
TELEPHONE
TELEVISION
TOWNS
TRANSMISSION
TRANSPARENCY
TRANSPORT
TRUST FUNDS
URBAN SERVICES
USER
USER INTERFACES
USERS
VERIFICATION
VILLAGE COMMUNITIES
VILLAGE LEVEL
VILLAGES
WATER SUPPLY
WEB
WEB INTERFACE
WORK FORCE
Online Access:http://documents.worldbank.org/curated/en/2014/01/20182297/global-review-grievance-redress-mechanisms-world-bank-projects
http://hdl.handle.net/10986/20117
Description
Summary:Effectively addressing grievances from people impacted by World Bank projects is a core component of managing operational risk and improving a project s results. Grievance redress mechanisms (GRMs) can be an effective tool for early identification, assessment, and resolution of complaints on projects. Understanding when and how a GRM may improve project outcomes can help both project teams and beneficiaries improve results. However, there is little data available on the prevalence, quality, or impact of GRMs in existing World Bank projects. This note provides a snapshot of current usage of GRMs in World Bank projects, a qualitative assessment of selected GRMs, and recommendations for improved risk management via GRM implementation and design. The goal of the review is to provide project staff and managers with: (i) a quantitative overview of current GRM application in project design; (ii) qualitative assessment of GRM implementation issues; and (iii) recommendations for improved risk management via GRM design and implementation.

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