Project Grievance Redress Mechanism for Stakeholders
Purpose of the Project GRM
The Project GRM is designed to provide communities, stakeholders and other parties with a platform to raise concerns about project activities that may affect them directly or indirectly. It promotes community participation and enhances project accountability.
Target Audience
According to the EARDIP Stakeholder Engagement Plan (SEP) project-affected parties include, and are not limited to, the following stakeholders across EAC Partner States:
- Regulators and government authorities of Partner States
- Regional ICT regulatory associations
- EAC Secretariat
- Operators, services providers, and industry actors such as e-commerce firms
- Non-governmental organizations and civil society organizations
- Academic and research institutions
- International organizations and development partners
- Users and beneficiaries of ICT, including members of vulnerable groups, such as, but not limited to, persons with disabilities, women, ethnic minorities, and other marginalized populations.
Types of Grievances Handled
Complaints that may be submitted by project stakeholders and affected parties can relate to a wide range of issues including, but now limited to, for example:
- Non-compliance with measures and guidelines under the EAC EARDIP Environmental and Social Commitment Plan (ESCP),
- Exclusion of stakeholders from project activities,
- Disputes concerning data disclosure or procurement,
- Absence of or weak consideration of gender aspects in the implementation of activities, E
- Gender-Based Violence/Sexual Exploitation and Abuse in relation to interactions between project stakeholders/project affected communities and members of the project direct and contracted workforce.
How It Works
- Submission:
Complaints can be lodged through information channels such as Email messaging, EARDIP EAC PIU website, Social media, email messaging, conferences and workshops, Events, such as conferences and workshops, Third-party community partners, including government authorities, civil society, non-governmental organizations, and industry and the private sector. - Acknowledgment:
All complaints are acknowledged within 48 hours. - Assessment:
Each complaint is reviewed to determine eligibility and action. - Resolution:
A resolution is provided within 30 working days, with regular updates to the complainant. - Appeal:
If the complainant is unsatisfied, they can escalate the issue as may be guided.
Confidentiality & Non-Retaliation
The GRM guarantees the confidentiality of complainants and strictly prohibits any form of retaliation.