The World Bank's Approach to Grievance Redress in Projects

World Bank

Washington, DC

关键词: ACCESS TO INFORMATION;    ACTION PLAN;    ACTION PLANS;    BACK-OFFICE;    BASIC;   

RP-ID  :  90390

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

The World Bank is committed toenhancing opportunities for grievance redress, collaborativeproblem solving, and alternative dispute resolution on theprojects it supports. Grievance redress mechanisms (GRMs)can be an effective tool for early identification,assessment, and resolution of complaints on projects. TheWorld Bank Executive Board and senior management aresupporting more effective approaches to problem solving tohelp strengthen the Bank's performance and developmentoutcomes. This note presents the World Bank s recommendedapproach to strengthening grievance capacity inBank-supported projects. The approach presents threeinterlinked steps: (i) a risk-based assessment of potentialgrievances, disputes, or conflicts that may arise duringproject preparation and implementation; (ii) identificationof the client s existing capacity for grievance redress; and(iii) an action plan that identifies priority areas forstrengthening grievance capacity, or if necessary,establishing new mechanisms at the project level.