The 10-Step GRM Procedure
The EAC EARDIP project implements a ten-step Grievance Redress Mechanism (GRM) procedure for both the Workers’ Grievance Mechanism (WGM) and the Project Grievance Mechanism (PGM). These procedures align with the World Bank’s Environmental and Social Framework (ESF) and are designed to ensure accountability, transparency, and timely resolution of complaints.
1. Receipt and Registration of Complaints
Complaints can be submitted through:
- Verbally by telephone to the following contact phone numbers: +255 (0)27 216 2100
- In writing to the following e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
- In writing via letter, or suggestion box, both of which can be addressed to or available in-person, respectively, at the EARDIP EAC PIU, within EAC headquarters at the following address:
EAC Headquarters
EAC Close
Afrika Mashariki Road
P.O. Box 1096
Arusha, United Republic of Tanzania
- Through an intermediary (e.g., trade/workers union, civil society, NGO, industry, government).
All complaints are logged and acknowledged within 48 hours by the EAC EARDIP PIU Safeguards Specialist or Project Coordinator.
2. Examination of Complaints
The focal points review all complaints within 10 working days to determine their validity and provide an initial outcome to the complainant.
3. Investigation
Further evidence is collected to assess the grievance. This step may involve external expertise and takes up to 10 additional working days, with updates shared in writing.
4. Response Proposal
A written response is shared with the complainant within 5 working days of completing the investigation. It outlines whether the complaint is valid and includes proposed solutions or explanations if invalid.
5. Review (If Not Resolved)
If unsatisfied, the complainant can request a review within 15 working days. The GRM body re-evaluates and issues a revised response within 10 working days.
6. Implementation of Corrective Measures
Corrective actions are implemented only after the complainant agrees. Mediation is available as needed. Implementation begins within 5 working days of agreement and is monitored by the PIU.
7. Judicial Settlement
If resolution is not achieved, complainants may pursue legal recourse. They are informed of this right, but any legal fees are the responsibility of the complainant.
8. Closure of Complaint
Once the resolution is agreed upon and implemented, the complaint is formally closed within 5 working days, with documentation signed by both parties.
9. Reporting
All complaints and their outcomes are recorded in a secure database within 10 working days of resolution. The database helps track trends, frequent issues, and geographical distribution of complaints.
10. Archiving
Complaints and related documents are archived electronically within 5 working days after reporting. The archive maintains records of all actions taken, including unresolved issues requiring follow-up.
This structured process ensures all stakeholders have a clear, fair, and transparent path to raise concerns and receive appropriate redress.