Grievance Redress Mechanism (GRM)

 

Given the diversitIies across local government areas and communities, there are possibilities for individuals or sections of communities to be unhappy and feel aggrieved with the process.  Such unhappiness could be traced to:

 

  • Initial awareness and communication campaign not reaching all sections of the community  thereby limiting their participation in the community gathering and group discussions;
  • Confusion or lack of clarity on the exercise and the criteria for identifying poorest and vulnerable households or misinformation on the purpose of the exercise and the process followed; 
  • Oversight by community of genuine cases owing to ambiguity on status of households e.g. whether seasonal migrant households are considered resident; and/or
  • Variation in the list of poorest households following the Proxy Means Test leading to deletions.

 

Elements of GRM System 

 

  • The first element is that during the community sensitization & mobilization and engagement process, there would be dissemination of information on the Grievance Redress Mechanism (GRM).
  • For the GRM system, focal Persons will be identified and available at the (a) Community, (b) LGA and (c) SOCU level to receive feedback, ideas, concerns and grievances from community members. The GRM person at the community is someone nominated by the community during the community engagement exercise, who can explain the process all over again to any aggrieved person.
  • Community members or other stakeholders with concerns and grievances can approach or send letters to any of the 3 Focal persons. Thie contacts are always pasted at the community information board or where necessary, however it is a stepwise affair – community – local government –SOCU  - FOCU 
  • The focal persons at the community, LGA and SOCU would (a) answer queries, (b) clarify issues and provide details on the CBT process carefully and tactfully with community members (c) ensuring that those who have been left out due to genuine oversight are given a fair chance before the list of poor and vulnerable households is finalized. Note that no poor or vulnerable household can be included in or removed from the list except with the consent of the community at a reconvened community gathering.