Overview of the Grievance Redress Mechanism (GRM)
What is the GRM?
The Grievance Redress Mechanism (GRM) is a structured and accessible process designed to receive, address, and resolve complaints and concerns related to the implementation of the Eastern Africa Regional Digital Integration Project (EARDIP). The GRM ensures transparency, accountability, and compliance with environmental and social safeguards by ensuring complaints from individuals or groups negatively affected by activities of the Project are addressed.
Objectives of the GRM
- Timely Resolution:
Facilitate prompt and effective responses to grievances raised by stakeholders, including community members, workers, and vulnerable groups. - Transparency & Fairness:
Maintain a clear and equitable process to resolve issues at the lowest appropriate level. - Stakeholder Engagement:
Foster trust through continuous dialogue and ensure that all project-affected persons have a voice. - Compliance Assurance:
Ensure adherence to national laws and international standards including World Bank Environmental and Social Framework (ESF).
Scope of the GRM
This GRM is specific to EAC’s activities under EARDIP (SOP-I). The GRM covers all aspects of the Project, including environmental impacts, labour and working conditions, community health and safety, data privacy, and risks of gender-based violence and harassment.
As part of EARDIP, EAC will establish two (2) distinct GRMs that are proportional to the scope of project activities and linked with its Environmental and Social Commitment Plan (ESCP). The GRMs are:
- An internal-facing Worker Grievance Mechanism (WGM) for all direct and contracted workers engaged in relation to the project to raise workplace concerns, including sexual harassment; and
- An external-facing Project Grievance Mechanism (PGM) covering Stakeholder Engagement and Information Disclosure.
Who Can Use the GRM?
- Community members affected by project activities
- Project workers and contractors
- Government agencies and partners
- Vulnerable or marginalized populations