CRS-ICZM Grievance Reporting

The CZMU has established a Feedback and Grievance Redress Mechanism to more effectively receive, manage and address suggestions and concerns related to the coastal protection works under the Climate Resilient and Sustainable Integrated Coastal Zone Management Programme (CRS-ICZM). A description of the scope and characteristics of the construction works under this programme can be found here on the CRS-ICZM main page. The estimated timelines for the coastal construction works can be found here on the stakeholder information page. The submission form below is the primary channel for submitting feedback, suggestions, concerns or complaints. Alternative channels for submissions are listed at the bottom of this page.

The following outlines the steps involved in the feedback process and what stakeholders can expect after a submission is made:

• Initial acknowledgement of receipt of complaint (by email or phone call)
• Response to the submission of an invalid complaint form if so determined
• Detailed complaint acknowledgement
  • Summary of grievance
  • Steps for how the grievance will be resolved
  • Estimated timeframe for resolution
  • Request for further information (if required)
• Detailed complaint response
  • Outcome of investigation into issue
  • Actions taken to resolve the issue
  • Indication of status of grievance (closed, pending, no action taken)

Suggestions and complaints will be received and managed by the Project Liaison Officer of the CRS-ICZM programme, with oversight from the Project Manager. Complaints will be kept confidential unless and/or until disclosure is required by law, or unless otherwise instructed by the complainant.

For a complaint to be considered valid under this GRM it must meet the following criteria. The complaint must be:

1. From or in relation to a potentially affected person (PAP). A PAP is defined as someone who has been or could reasonably be expected to be adversely impacted by construction or post construction conditions related to the CRS ICZM coastline protection works in relation to their: (a) right, title or interest to any house or land, or other fixed or movable asset acquired or possessed either temporarily or permanently, (b) livelihood and/or standard of living, (c) business, occupation, work or place of residence (temporarily or permanently), (d) access to or use of natural habitats within or adjacent to the works, (e) safety with respect to working conditions as a member of the construction, supervision or other on-site support staff
2. Related to the scope of the construction works
3. Based on an actual or probable impact of the construction works