Five-Tier Escalation Structure
Grievances are resolved at the lowest appropriate tier. Click any level for details.
5
World Bank GRS
International
4
PCU National Level
MoWSI
3
PIU Level
WRA / WSTF
2
Sub-PIU Social Specialist
County Level
1
Community GRC
Local Level
Overview & Channels
The HoAGW4RP operates a multi-tiered, multi-channel Grievance Redress Mechanism (GRM) designed in consultation with local communities. It addresses project-related concerns in a timely and transparent manner, with monitoring and reporting from community level to the National PCU.
Submission Channels
- Online form on this website (anonymous option available; reference number issued immediately)
- Free mobile / SMS / USSD at project sites and offices
- In person at County sub-PIU offices or community GRC focal points
- Third-party interface for those unable to access digital or physical channels
- World Bank GRS email for international escalation
Resolution Timelines
- Day 1: Complaint received, reference number issued, complainant notified
- Within 30 calendar days: Target resolution at appropriate tier
- SEAH/GBV cases: Specialist referral pathways with 24-hour response by GBV Advisor
- Serious incidents: Reported to PCU within 24 hours, World Bank within 48 hours
Complaint Categories
Construction/infrastructure issues · Environmental or social harm · Resettlement/land compensation · GBV/SEAH (specialist referral) · Procurement concerns · Corruption/misuse of funds · Service delivery complaints · Workers' rights/labour issues · Community safety incidents · General feedback and suggestions.
Resolution Timelines
Day 1
Complaint received, reference number issued
30 days
Target resolution at appropriate tier
24 hrs
SEAH/GBV specialist response time
24 / 48 hrs
Serious incidents — PCU / World Bank
Complaint Categories
Construction / Infrastructure
Environmental / Social Harm
Resettlement / Land
GBV / SEAH
Procurement
Corruption
Service Delivery
Labour Rights
Safety Incidents
General Feedback