Grievance Management Process
The Grievance Management System procedures are differentiated into precautionary and remedial measures. The procedures SBCF will put into place to minimize or mitigate complaints are as follows:
1- Persons who are not applicants - "third parties" e.g. journalists, public figures, etc.
2- Applicants whose application were unsuccessful - "unsuccessful applicants”
With respect to the first category, the projects communication and outreach activities are aimed toward regularly informing the general public about the projects purpose and design, as well as selection criteria & process, and subsequently achievements and results. The SBCF endeavours to avoid any misunderstandings and misinformation, and of course encourage applications and generate support.
With respect to the second category, the aim of the SBCF is to treat all applicants fairly and exercise full transparency at all times. The SBCF selection criteria & process is publicised on the SBCF home page, and stated in promotional literature during the marketing and outreach period covered thoroughly at public information sessions.
In outreach, the SBCF will emphasize that the Fund is open (no target or allocation by region, sector, nationality), highly competitive, and that a grant is not only for project financing, but also risk-sharing requiring each applicant to ensure their project is sufficiently resourced prior to submitting an application.
Complaints from the general public will be taken very seriously. Complaints received usually take the form of perceived generic accusations and allegations about ‘injustices’ and ‘unfairness’ in the selection and the grant awarding process. The SBCF approach will be, upon hearing of such complaints is to request evidence from the person making the accusation to enable a thorough investigation of the complaint. If no evidence of wrongdoing can be produced, the complaint is considered to be unsubstantiated, and will not be taken further.
- Upon receiving, or hearing of a complaint, the SBCF will seek to obtain the complaint in writing – letter or email
- Only complaints submitted in writing will be recorded in the Grievance Register
- As each complaint will be taken seriously, evidence will need to be produced to initiate an investigation.
- If no tangible evidence of wrongdoing is submitted within 48 hours of filing a complaint, then complaint is unsubstantiated and cannot take any further action.
- If credible evidence is forthcoming, an appropriate response will be made and corrective measures taken.
Complaint Handling & Appeal Process:
- Complaints or grievances must be submitted in writing per email (contact addresses below), and clearly explain the nature of the grievance. Complaints must be legitimate and not merely comprise of expression of dissatisfaction for not being progressed through the application process.
- The Fund Management Unit (FMU) will respond to all complaints initially with an acknowledgement of receipt of the email. This will be followed up within 48 hours by a customized written response addressing the complaint.
- Grievances submitted that are based on allegations of fraud, corruption, and/or favouritism must be accompanied with credible evidence to initiate an investigation. If no evidence is provided the complainant will be informed that the allegation will be dismissed. If evidence is brought forward, the FMU will carry out the necessary investigation and based on its findings make a determination on the required corrective measure in consultation with the SAP who will have an advisory role on proceedings.
- In the case where the complainant disagrees with the decision or course of action of the FMU, an appeal can be forwarded to the Project Management Unit (PMU) for a final decision on the matter.
- The handling of grievances related to project implementation for Grantees will be captured in the Grant Agreement.
- If the World Bank is contacted directly for grievances regarding the program, the Bank will redirect emails to the dedicated GMS email address for the respective regions.
For purposes of record keeping, all complaints will be filed to the Grievance Register with access available to the SAP and the World Bank upon request.
Grievance Management System Regional Email Addresses:
South Somalia: email@example.com
For general enquiries: firstname.lastname@example.org