ToR of ‘Solar Power Generation Feasibility and Transaction Advisor, Package No.: PMC-9-BSMSN-BEZA=::=Specific Procurement Notice of WD-2-BSMSN-BEZA for Road and Storm Water Network for Mirsarai-2B EZ
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Grievance Resolution

The GRC at the Community level will establish a simple computerized system to record the complaints; information on the complainants and perpetrators with names of the enterprises they are employed in; acceptance/rejection of the complaints by CGRC and the reasons thereof. If the decision made at this level is not acceptable to the aggrieved person, GRC will refer to the project level during implementation level/to BSMSN/EZ level during operational level. If they too fail to solve the problem, it would be referred to the BEZA Headquarters with details of the complaint and minutes of the hearings at the BSMSN/EZ level. BEZA will review the case and send its decision within fifteen days from the receipt of the complaint or earlier. However, if an aggrieved person is dissatisfied with the GRM, he/she may lodge complaint following the law of the land.

Any GBV related complaints will be handled in a survivor-centric manner in line with the World Bank
guidelines provided in the WB good practice note on gender-based violence. GBV-related complaints will be dealt with strict confidentiality, based on the wishes of the GBV-survivor. Any GBV-survivor will be referred to an NGO assigned for the project by the Borrower to manage and respond to GBV cases. This NGO will support GBV survivors in accessing service providers and guiding them through options of lodging a complaint. Process of grievance resolution is presented below:

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To lodge grievance, click me.

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