The Health System Enhancement Project (HSEP) defines a grievance as any complaint, Concern, injustice, wrongdoing, accusation or queries, suggestions and comments related to the project's design, the environment and social impacts and implementation. A complainant can be a community member, a community organization or a government or non-government organization or any other individual or body. A Grievance Redress Mechanism (GRM) is a set of specified process and procedures for revealing, assessing, addressing grievances or complaints and resolving disputes and monitoring. A Grievance Redress Committee (GRC) is a special body established at the level of the project management unit of the HSEP to strengthen the grievance redress mechanism during planning and implementation of the HSEP in Sri Lanka from 2018 to 2023. 

The GRM is expected to function as a ‘customer service department’. The proposed structure will have two tiers as defined below. The GRC must be appointed and established before the commencement of construction site works and the design and supervision firm should be briefed of the GRM system for the HSEP. Only written grievances can be forwarded to the GRC. Sample Grievance Redress Form is attached here.  Click Download

PMU and PIUs will provide transcription services for illiterate people unable to write. The process will facilitate resolution through mediation. The GRC (both at PIU or PMU levels) will meet as required and direct the field level with clear instructions and responsibilities to resolve the agreed actions within one week of meeting. If the grievance is related to construction, the contractor will sit in the GRC as an observer.

Levels of GRM resolution

• Tier 1: Project Implementation Unit (PIU) at the provincial level will be the first level to resolve grievances. The Deputy Project Director (DPD) who heads the PIU will be the focal point for grievance redressal and will act as the chairman of GRC at the provincial level. Its members will include the respective district director of health, the social and environment responsible officers from the PIU (secretary to the committee), one nominated officer from the provincial council, and a representative of the community.

• Tier 2: The Deputy Project Director at the PIU in consultation with the environmental specialist and/or social safeguards specialist or any other relevant official of the PMU will activate the second level for grievances that are not resolved at tier 1. In addition, via an officer of local authority, chief secretary, Grama Niladhari, construction site office or directly by a community member or any other individual can also directly report a grievance to the tier two. The GRC at the PMU level (Second tier) will be headed by the Project Director of HSEP (Chairman of the committee) and its members will include: Deputy Director General (Planning) of the MOHNIM, a nominated representative of Chief Secretary of the respective province, Deputy Project Director of the respective province, environment officer and social safeguards officer (Secretary to the committee) and a representative from the respective community.

On receiving a grievance (via an office of local authority, chief secretary, Grama Niladhari, construction site office or directly by a community member or any other individual), the PIU or the PMU will:

• enter the grievance in the Complaints register of the respective PIU or the PMU;

• open a grievance file for the specific case;

• maintain records of the GRC meetings; and

• close the grievance filling a closure sheet that will be signed by the complainant agreeing that the concern has been satisfactorily resolved.

Grievances will be resolved to within 7 days based on site investigations and consultations with relevant parties. All grievances will be properly recorded with personal details unless otherwise requested. Details on the focal person and the process of filing complaint will be posted in strategic areas at the construction site and at the project office. complaints filed/resolved will be included in the semi-annual environmental monitoring report submitted to ADB and will be disclosed to ADB website.

Project Management Unit (PMU) of the Health System Enhancement Project hereby appointed below members under the chairmanship of the Project Director for the Grievance Redress Committee.