One Health for Pandemic Prevention, Food Systems Resilience, and Ecosystem Health in Central Asia (Phase 1)

GRIEVANCE REDRESS MECHANISM

Introduction

Transparency, accountability, and stakeholder engagement are core principles of the Regional One Health Project. To uphold these principles, a Grievance Redress Mechanism (GRM) is established and coordinated by the Regional Environmental Centre for Central Asia (CAREC), acting as the Regional Secretariat. The GRM provides accessible and reliable channels through which project stakeholders — including beneficiaries, partner institutions, affected persons, and communities — may submit complaints, concerns, suggestions, or feedback regarding project activities and performance.

CAREC strictly prohibits any form of retaliation, intimidation, or discrimination against individuals or groups submitting grievances in good faith or participating in grievance resolution. Any allegation of retaliation will be treated as a separate high-priority complaint (Category 5). In addition to this project-level mechanism, CAREC maintains internal grievance and accountability procedures applicable to all projects under its institutional framework. The project GRM is aligned with these internal systems.

The GRM is designed to be accessible to all stakeholders. It accepts written and verbal complaints, provides translation of key materials into relevant local languages, enables periodic mobile grievance collection in remote areas, and ensures that online submission platforms are compatible with standard screen-reader technology. Functionally, the GRM serves as a monitoring and risk-management tool, a mechanism for timely identification and resolution of problems, and a channel for strengthening project implementation, accountability, and transparency.

Given the technical assistance nature of the Projects implemented by CAREC, the GRM focuses primarily on governance, participation, professional conduct, transparency, and institutional accountability rather than site-based environmental impacts.

The GRM functions as:
• a monitoring tool;
• a mechanism to identify and resolve problems promptly;
• a channel to improve project implementation, accountability, and transparency.

Scope and Use

Any project stakeholder — including beneficiaries, affected persons, community members, project staff, partner institutions, and citizens of participating countries — may submit a grievance at any stage of project preparation or implementation. The GRM covers complaints related to environmental and social impacts, labor and working conditions, occupational and community health and safety, gender-based violence and SEA/SH risks, impacts on Indigenous Peoples, misuse of project funds or resources, corruption or abuse of power, breaches of project policies or contracts, and any requests for information, suggestions, or positive feedback.

Types of grievances covered include, but are not limited to:

·       Environmental and social impacts, including risks related to community health and safety, pollution, biodiversity, and labor and working conditions (ESS2, ESS3, ESS4, ESS6).

·       Land acquisition and involuntary resettlement impacts (ESS5).

·       Impacts on Indigenous Peoples and their cultural heritage (ESS7, ESS8).

·       Gender-based violence, Sexual Exploitation and Abuse, and Sexual Harassment (SEA/SH) (ESS1, ESS4).

·       Misuse of project funds or resources, fraud, or corruption.

·       Breach of project policies, procedures, or contracts.

·       Exclusion from consultations or lack of meaningful stakeholder engagement (ESS10).

·       Misconduct, abuse of power, or harassment by project or government officials.

·       Requests for information, suggestions, or positive feedback about the project.

Guiding Principles

1.       This GRM operates according to the following principles, which are fundamental to the World Bank's approach to accountability:

2.       Accessible and Inclusive: The mechanism is free of charge and readily accessible to all project-affected parties, including vulnerable and disadvantaged groups.

3.       Predictable and Transparent: The procedure has clear, publicly advertised steps and timeframes for acknowledgement, response, and resolution.

4.       Equitable and Culturally Appropriate: The process is fair, objective, and sensitive to the needs and cultural context of the complainants.

5.       Confidential: The identity of the complainant will be kept confidential, and any personal data will not be disclosed without their explicit consent, in line with GRS principles.

6.       Protection Against Retaliation: CAREC strictly prohibits any form of retaliation, intimidation, or discrimination against individuals or groups submitting grievances in good faith. Any allegation of retaliation will be treated as a high-priority complaint.

GRM Management

CAREC is responsible for maintaining the grievance database, registering and tracking complaints, coordinating resolution with national Project Implementation Units (PIUs), executive agencies, and relevant ministries, and reporting on grievance management in annual reports submitted to the World Bank. At national level, PIUs serve as the first point of contact for receiving and addressing complaints locally and escalate unresolved or complex cases to CAREC for further action.

Submission Channels

Within 30 days after project effectiveness, the following channels is established:

·       Dedicated Project Email: violation@carececo.org

·       Online Submission Form: An accessible form on the CAREC website, compatible with standard screen-reader technology.

·       In Writing: Letters submitted to national Project Implementation Units (PIUs) or the CAREC Secretariat.

·       In Person: Via a physical feedback box at CAREC Headquarters or at project meetings (staff will record submissions).

·       Verbally: Direct verbal submissions during project meetings or community consultations will be documented by project staff.

A dedicated worker grievance mechanism is established for project workers and consultants. Worker grievances are handled confidentially by CAREC management and are not processed through the public GRM database unless they involve broader environmental or community impacts.

Complaints may be submitted anonymously. Confidentiality will be ensured in all cases.

Procedures

The GRM follows a clear, step-by-step procedure to ensure concerns are addressed promptly and effectively.

1.       Receipt and Registration (3 working days): All complaints received through any channel are logged into a secure, confidential grievance database. Details such as date, source, description, and contact information (if provided) are recorded.

2.       Acknowledgement (7 working days): The complainant will receive a written or verbal confirmation acknowledging receipt of their grievance, including an explanation of the process and expected timeframes. This is done only if contact details are available.

3.       Screening and Classification: The complaint is reviewed to determine its admissibility under this GRM and categorized according to its nature (see Table 1). The complexity and potential risk are assessed to determine the appropriate level of investigation.

4.       Investigation and Resolution:

·       Simple/Local Issues: Addressed within 14 days by the relevant national PIU or executing agency.

·       Complex/Regional Issues: Addressed within 14-30 days by the CAREC Secretariat in consultation with relevant national and international partners.

·       Sensitive Cases (SEA/SH, Fraud, Corruption): Handled through confidential procedures immediately referred to specialized entities (e.g., law enforcement, GBV service providers) for investigation, while the GRM focuses on ensuring the complainant's safety and support.

5.       Response to Complainant: The outcome of the investigation, the proposed resolution, and the possibility for appeal are communicated to the complainant in writing or verbally, in a language and format they understand.

6.       Appeal Mechanism: If the complainant is unsatisfied with the resolution, they may appeal in writing to a Grievance Committee established under the CAREC Secretariat. This committee will include at least one independent expert. Its decision will be final at the project level.

If a complainant remains dissatisfied after exhausting all appeal steps within this project-level GRM, or if the complaint involves alleged serious harm due to the World Bank's failure to follow its own policies, they may submit the complaint to the World Bank's external mechanisms. The GRS handles management-level complaints, while the Inspection Panel conducts independent compliance reviews. Complaints to these bodies must be submitted within the World Bank's specified time limits (typically before project closure or within specific deadlines thereafter). CAREC will provide contact details and facilitate this linkage upon request

Categories of Complaints

Linkage to World Bank Accountability Mechanisms

If a complainant remains dissatisfied after exhausting all steps within this project-level GRM, they have the right to submit their complaint to the World Bank's corporate accountability mechanisms, as outlined in the World Bank's Environmental and Social Policy.

a) Grievance Redress Service (GRS)

The GRS is a corporate-level complaint-handling mechanism that allows project-affected parties to submit complaints directly to the World Bank. It ensures grievances are promptly reviewed by Bank Management.

Website: www.worldbank.org/grs

Email: grievances@worldbank.org

Mail: The World Bank Grievance Redress Service (GRS), MSN MC 10-1018, 1818 H St NW, Washington DC 20433, USA

b) World Bank Accountability Mechanism (Inspection Panel)

The Accountability Mechanism is an independent complaints mechanism that reports directly to the Board of Executive Directors. It houses the Inspection Panel, which conducts independent investigations into allegations that the World Bank has failed to follow its own policies and procedures, causing harm to people or the environment. Complainants may access the Inspection Panel after giving Bank Management a reasonable opportunity to respond through the GRS.

Website: www.inspectionpanel.org

Important Note: There is no cost for submitting a complaint to either the GRS or the Inspection Panel. CAREC will, upon request, provide complainants with the necessary contact information to access these external bodies.

Complaint Form