The CZMU has implemented a Grievance Redress Mechanism (GRM) to more effectively manage complaints related to the coastline protection construction works being conducted under the IDB-funded 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 functions as the primary means of submitting complaints under this GRM, however alternative channels for the submission of complaints are listed at the end of this webpage. The process steps you can expect under this GRM are as follows:
- 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)
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.