REPUBLIQUE DU CAMEROUN REPUBLIC OF CAMEROON Paix-Travail-Patrie Peace-Work-Fatherland ---------- ---------- MINISTERE DES POSTES ET MINISTRY OF POSTS AND TELECOMMUNICATIONS TELECOMMUNICATIONS ---------- ---------- UNITE DE GESTION DU PROJET PROJECT IMPLEMENTATION UNIT Republic of Cameroon Acceleration of the Digital Transformation of Cameroon Project (P173240) Project Preparation Advance (PPA) No. IDA_V2250-CM Stakeholder Engagement Plan November 17, 2021 Table of contents 1- Introduction and Project Description ................................................................................. 4 1.1. The Acceleration of the Digital Transformation of Cameroon Project Overview.......... 4 1.2. The Project has three components: ............................................................................ 5 2- Brief Summary of Previous Stakeholder Engagement Activities during the preparatory phase of the PPA ...................................................................................................................... 5 3- Stakeholder Identification and Analysis ............................................................................. 9 3.1 Affected Parties and Other Interested parties ............................................................ 9 3.2. Other Interested Parties ............................................................................................. 9 3.3 Disadvantaged / Vulnerable Individuals or Groups ................................................... 10 3.3. Methodology ............................................................................................................ 10 3.4 Summary of Project Stakeholder’s Needs ................................................................. 11 4- Stakeholder Engagement Program .................................................................................. 12 4.1 Purpose and Timing of Stakeholder Engagement Program ....................................... 13 4.2 Proposed Strategy for Information Disclosure .......................................................... 14 4.3. Proposed Strategy for Consultation .............................................................................. 18 4.4 Proposed Strategy to Incorporate the Views of Vulnerable Groups .......................... 20 4.5 Timelines .................................................................................................................. 21 4.6 Review of Comments................................................................................................ 21 4.7 Future Phases of Project ........................................................................................... 22 5- Resources and Responsibilities for Implementing Stakeholder Engagement Activities ..... 22 5.1 Resources ................................................................................................................. 22 5.2 Implementation of the PPA SEP and GRM, Functions and Responsibilities ............... 23 5.3 Budget ...................................................................................................................... 24 6- Grievance Redress Mechanism ........................................................................................ 25 6.1 Objectives of the Project Grievance Redress Mechanism.......................................... 25 6.2 Grievance Redress Process ....................................................................................... 26 6.2.1 Level 1 of the GRM: at PIU MINPOSTEL............................................................ 26 6.2.2 Level 2 of GRM - Grievance Redress Committee (GRC).................................... 27 6.2.2 Level 3 of GRM ................................................................................................. 28 6.4 Addressing Gender-Based Violence in the PPA (GBV-GM)......................................... 28 6.5 Grievance Redress Mechanism Budget ..................................................................... 30 6.6 Building Grievance Redress Mechanism Awareness.................................................. 30 7- Monitoring and Reporting of the PPA SEP........................................................................ 31 7.1 Monitoring and Reporting ........................................................................................ 32 i 7.2 Periodic Review by Grievance Redress Committee ................................................... 32 7.3 Reporting Back to Stakeholders ................................................................................ 33 8- List of Annexes ................................................................................................................ 34 Annex 1- Grievance Information Form ................................................................................ 35 Annex 2- Grievance Acknowledgement Form (GAF) ............................................................ 37 Annex 3- Grievance Redressal Registration Monitoring Sheet (GRRMS) .............................. 38 Annex 4- Meeting Record Form ........................................................................................... 39 Annex 5- Disclosure/Release Form ...................................................................................... 40 Annex 6: Farmer groups involved in Prior Consultation ....................................................... 41 ii Acronyms ANTIC National Agency for Information and Communication Technology CAMTEL Cameroon Telecommunications CEFEPROD Women's Center for Development Promotion CTD Local municipalities CYEED Center for Youth Education and Economic Development COPIL Steering Committee CNNCA National Digital Center for Agricultural Knowledge DAT Disruptive Agricultural Technologies ENSP National Advanced School of Engineering E&S Environmental and Social ESCP Environmental and Social Commitment Plan ESF Environment and Social Framework ESMF Environmental and Social Management Framework ESS Environmental and Social Standard FAO Food and Agricultural Organisation GAF Grievance Acknowledgement Form GBV Gender Based Violence GIF Grievance Information Form GRC Grievance Redress Committee GRM Grievance Redress Mechanism GRRMS Grievance Redressal Registration and Monitoring Sheet GRS Grievance Redress Service ICT Information and Communication Technologies IITA International Institute for Tropical Agriculture IPPF Indigenous Peoples Planning Framework IRAD Institute of Agricultural Research for Development ISMM Higher Institute of Management of Manengouba ISP Internet Service Providers LMP Labour Management Procedures MINADER Ministry of Agriculture and Rural Development MINAS Ministry of Social Affairs (MINAS) MINCOM Ministry of Communication MINEFOP Ministry of Employment and Vocational Training MINEPAT Ministry of Economy, Planning and Land Management MINEPIA Ministry of Livestock, Fisheries and Animal Industries MINESUP Ministry of Higher Education MINPOSTEL Ministry of Posts and Telecommunications MINPROFF Ministry of Women Empowerment and the Family NGO Non-Governmental Organization PAI Project Area of Influence PAP Project’s Affected Parties PATNUC Program for the Acceleration of the Digital Transformation of Cameroon PIDMA Agricultural Investment and Market Development Program PIU Project Implementation Unit PPP Public-Private-Partnerships REPTIC Professional network of the ICT and Digital sector PRODEL Livestock Development Project RPF Resettlement Policy Framework RAP Resettlement Action Plans ROW Rights of Way SEAH Sexual Exploitation and Abuse and Sexual Harassment SEP Stakeholder Engagement Plan SUP’PTIC National Advanced School of Posts and Telecommunications ToR Terms of Reference TREANSFAGRI Integrated Program for the Valorization and Transformation of Agricultural and Agri-food Products VAS Value-Added Services WB World Bank WBG World Bank Group iii 1- Introduction and Project Description The Republic of Cameroon (hereinafter the Recipient) is planning to implement the proposed Acceleration of the Digital Transformation of Cameroon Project (the “Project”) for which it has requested a Project Preparation Advance (PPA). The International Development Association (World Bank) has agreed to finance activities (the “Activities”) related to the preparation of the Project. This document outlines the Stakeholder Engagement Plan for the Activities (hereinafter PPA SEP) and it is integral part of the Project’s SEP. In line with the Environmental and Social Standard 10. Stakeholder Engagement and Information Disclosure of the Environmental and Social Framework of the World Bank (WB) requirements, the PPA SEP is developed to effectively engage with all stakeholders who may be affected by the project or have an interest in it during project preparation. Moreover, the PPA SEP describes the target groups and the methods of engagement related to the PPA activities. The PPA SEP also outlines the institutional arrangements, including responsibilities for the of implementation of the PPA SEP. The SEP for the implementation phase has been outlined in a separate document. Potential social and environmental risks and impacts of the PPA’s activities are related to the potential downstream use and implications of the implementation of their outcomes. PPA activities are various technical studies about demand and supply of telecommunications and ICT services, creation of an enabling regulatory and institutional environment, and environmental and social safeguards. Such studies need to ensure considering relevant stakeholders’ feedback throughout their development and final outputs. The PPA also offers good opportunities to engage with citizens, civil society, and communities with activities such as developing a framework for the management of users' complaints related to ICT. Some contextual factors – such as digital divide and illiteracy – may hamper the inclusion and participation of the most disadvantaged and vulnerable people in the planning process. The PPA will not support any specific subsequent implementation of the studies. They will be financed by the Project, whose potential environmental and social risks and impacts identification, management and monitoring are foreseen in the environmental and social instruments of the Project, including the Project’s SEP. 1.1. The Acceleration of the Digital Transformation of Cameroon Project Overview The Project aims to pursue reforms and policies in the Information and Communication Technologies (ICTs) sector, improve the digital skills of citizens, promote the development of digital applications and services, and increase the reach and use of digital services to stimulate employment and entrepreneurship in Cameroon. The Project, which was approved by the World Bank on 28 September 2021, will be implemented by the Project Implementation Unit (PIU) under the overall guidance of the Ministry of Posts and Telecommunications (MINPOSTEL). The Ministry of Agriculture and Rural Development (MINADER), the Ministry of Livestock, Fisheries and Animal Industries (MINEPIA) and the Ministry of Economy, Planning and Regional Development will be 4 involved in the project’s implementation process as joint implementers for specific activities under their mandate. Other agencies such as the Telecommunications Regulatory Board (ART) and the National Agency for Information and Communications Technology (ANTIC), as well as concessional operators (MTN, CAMTEL, ORANGE and VIETTEL), are expected to take part in certain activities relating to the supply of digital communication services. Expected benefits of the Project include improved access to information and social connections to family and friends in other locations; improved access to educational resources, banking services and opportunities for increased economic participation; access to government services (including the health system); increased use of internet for meetings; and enhancement of the agricultural value chain through the adoption of data- driven technologies to inform crop production, fish and animal farming and improved land use. The objectives of the Project are to pursue reforms and policies in the ICT sector; improve the digital skills of citizens; promote the development of digital applications and services; and increase the reach and use of digital services to stimulate employment and entrepreneurship in Cameroon. 1.2. The Project has five components: • Component 1: The first component will support the improvement of the strategic, policy, and regulatory environment for the emergence of a vibrant, safe, and inclusive digital economy in Cameroon. • Component 2: The second component will focus on reducing the geographic and societal digital divides through a comprehensive strategy that relies on the Maximizing Finance for Development (MFD) approach to extend digital connectivity to rural areas. • Component 3: The third component will facilitate the implementation of data-driven solutions in agriculture, allowing Cameroon to expand the development of its digital offerings and to boost innovation in a strategic economic sector. • Component 4: The fourth component will foster citizen engagement and will finance project management and monitoring and evaluation. • Component 5: The fifth component is a Contingent Emergency Response Component (CERC). 2- Brief Summary of Previous Stakeholder Engagement Activities during the preparatory phase of the PPA Prior surveys and consultations were conducted to better understand the views of different stakeholders (key government agencies), as well as the needs and expectations of local communities. The results of stakeholder consultations and surveys are described in Table 1 below. Table 1. Summary of prior stakeholder engagement activities Date & Location Stakeholders Format and Objectives Outcome December 2018 at • MINPOSTEL 1st Workshop (03-07 This enabled the PIU and Ebolowa • MINEPAT December 2018), Formal all identified • MINCOM Meetings stakeholders to validate 5 Date & Location Stakeholders Format and Objectives Outcome • MINESUP the ToR of all the • ART To ensure the views of activities, including • ANTIC the user ministries are studies embedded in the • CNNCA consolidated into the PPA • Orange Cameroun project design • MTN Cameroun • Viettel Cameroun • Matrix Télécoms • Yoomee • REPTIC • CYEED • CEFEPROD • CAYST • Mobile Exchange June 2019, Ebolowa • MINPOSTEL 2nd Workshop (03-07 This enabled the PIU and • MINEPAT June 2019), Formal all identified • MINCOM Meetings stakeholders to validate • MINESUP the ToR of all studies of • MINADER the PPA. • MINEPIA • MINEFOP • ART • ANTIC • SUP’PTIC (Yaoundé et Buéa) • ENSP • CNCA • CYEED • AJURIS.TIC • Mobile Exchange. November and • Government One-week virtual This enabled the World December 2020 Ministries mission and online Bank Team, the PIU and Virtual mission (MINPOSTEL, meetings the user ministries to MINEPAT, MINEPIA, To ensure the views of finetune the first three MINADER) the user ministries are components of the • Prodel consolidated into the Project. project design Oct2020 – Jan 2021 • Farmer groups Survey intended to The following needs (please see details in capture electronic were identified: Annex 6) communication needs -Improve access and and the extent of their coverage of the internet integration into the network (public Wi-Fi) production value chain. and mobile phones; To achieve this, PATNUC - Train and support users developed a (farmers) to questionnaire which was appropriately use the completed by 28/50 tools, telephone and cooperatives contacted internet services in their from the PIDMA activities; network. - Make management Based on the results software available to obtained, ICT needs cooperatives to improve have been identified to the quality of service; 6 Date & Location Stakeholders Format and Objectives Outcome be taken care of within - Provide and train the PATNUC framework technicians in the maintenance of IT tools; - Create remote assistance call centers to provide quality advice to farmers and in real time; - Establish payment systems and financial services to offer farmers the possibility of exchanging capital; - Donate equipment (Wi- Fi modem) and subsidize bandwidth cost; - Strengthen renewable energy systems. January 2021 • Telecom operators In a bid to associate key Obtained pertinent Internet Service sector stakeholders, insights into the supply Providers (ISPs) videoconferences and and demand of written feedback with communication services concessional operators (component 2) while (MTN, Orange, Viettel) exploring strategies of were organized, putting in place Public including meeting with Private Partnerships CAMTEL and ISPs. (PPP) with regards to broadband deployment in rural and commercially non-viable areas of Cameroon. It will also help in determining some of the project intervention areas. May/June 2021 ONLINE • MINPOSTEL Public workshop Deepen the PUBLIC SEMINAR • MINEPIA The online public understanding of the • MINADER workshop had the PATNUC project and • MINEPIA following three main more specifically of • FSEG University of objectives: (i) promote Component 3 amongst YDE2 agriculture as an ideal all stakeholders as well • Farmer groups economic sector for as development • PRODEL proving the concept of partners and the private • University of BUEA the digital economy in sector • University of Cameroon; (ii) DSCHANG demonstration of digital and data-driven • WORLD BANK agriculture potential in GROUP Cameroon; and (iii) • Food and Agricultural discuss, engage, and Organisation (FAO) collaborate with • CGIAR different stakeholders • Entreprise, of the project Microfinance & Centre international de formation de l'OIT • GIZ 7 Date & Location Stakeholders Format and Objectives Outcome • AFD • International Institute for Tropical Agriculture (IITA) • Institut de Recherche Agricole pour le Développement (IRAD) • CIRAD • EMLD • Nlonako Valley • Institut Supérieur de Management du Manengouba (ISMAM) • JANGOLO • Agribizz • MTN • ORANGE • VIETTEL • CAMTEL • DigitAg • Programme Intégré de Valorisation et de Transformation des Produits Agricoles et Agroalimentaire (TREANSFAGRI) • IPAVIC • JMN Consulting • DigiCow • Kenya Agricultural & livestock Research Organization June/July 2021 at • MINPOSTEL 3rd Workshop (28 june – This enabled the PIU and Ebolowa • MINEPAT 03 july 2021), Formal all identified • MINADER Meetings stakeholders to validate • MINEPIA the ToR of all the • WORLD BANK To ensure the views of subprojects and studies Consultant the user ministries are embedded in the PPA • JMN Consultant Sarl consolidated into the for the third component • PNDP project design on agriculture of the • PIDMA project • PRODEL • SUP’PTIC Buea • FATICs • CYEED 8 3- Stakeholder Identification and Analysis Key stakeholders who will be informed and consulted about the Project’s PPA activities, including individuals, groups, or communities are: 3.1 Affected Parties and Other Interested parties Parties that are impacted or likely to be impacted directly or indirectly, positively, or adversely, by the PPA activities’ outcomes when they are implemented. These are persons, groups and other entities within the preparatory phase of the project that could directly been affected by the project; have been identified as most susceptible to change associated with the project; and who need to be closely consulted during the design phase of the project and fully engaged during implementation. The main affected persons during the PPA phase are: • Civil servants, government employees of public services of the PPA technical studies with regards to demand and supply of telecommunications and ICT services and environmental and social safeguards activities of the PPA, including State agencies: Ministries MINPOSTEL, MINADER, MINEPIA, MINEPAT, among others. • Services users to be digitalized, including individuals and communities’ members who may be positively and negatively affected for the downstream impacts of the outcomes of the PPA activities when implemented. Among the negative impacts are risks of for example not fully considering during the discussions of the PPA activities the changes that their outcomes such as new legal framework of the sector could cause to people’s life/livelihood/habits. Negative impacts could also include the digital divide that stems from not fully enabling the most vulnerable people to access to the benefits of the outcomes of the PPA’s activities. 3.2. Other Interested Parties Interested parties are individuals, groups, and entities that may not experience direct impacts from the PPA’s activities/outcomes but could have an interest in them and could have the potential to influence their implementation and outcomes in any way. Since the PPA’s activities are mostly studies, capacity buildings, which outcomes will be implemented by the Project, thus interested parties will include representatives of organizations that can voice their concerns and suggestions at the level of studies. These will include representatives of local government, civil society organizations, community leaders, social organizations who work with or in the area of potential environmental and social risks and impacts, the press, practitioners of the sectors related to the studies, and the general public. 3.3 Disadvantaged / Vulnerable Individuals or Groups Disadvantaged and Vulnerable Groups – Individual persons or groups who may not be able to participate of the PPA’s activities development or their outcomes implementation. Consultations are related to the first group of risks. All risks related to the studies’ outcomes’ implementation are in the environmental and social instruments, including the Project’s SEP. Disadvantaged individuals or groups that because of their age, ethnic, location, language difference, lack of transportation to events, accessibility of venues, disability, lack of understanding of the consultation process or any other factor of limiting them in participating in the consultations will be addressed by this SEP as explained in Tables 3 of this document. These people include women, youths, elderly and internally displaced persons and refugees including persons with disabilities, and Indigenous People. Their needs would be considered, and the needed accommodations would be carried out. Since the PPA’s activities are mostly studies and capacity building, whose outcomes will be implemented by the Project, the PPA SEP will aim to reach disadvantaged and vulnerable peoples through their representative of organizations that can voice their concerns and suggestions at the level of those activities. Representatives will include civil society organizations and social organizations that work with disadvantaged and vulnerable peoples, as well as community leaders. The PIU will look to involve representatives of these vulnerable groups in the preparation of any consultation that will be carried out. They are expected to provide helpful insights into the local settings and act as main conduits for dissemination of project-related information and as a primary communication/liaison link between the PPA and these people. Verification of the legitimacy of these representatives will be done by speaking informally to a random sample of community members and consulting official documents. 3.3. Methodology The following stakeholder engagement techniques in line with current best practice approaches deployed across the world will be employed for the PPA: • Openness and project lifecycle-based approach: public consultations for the PPA activities will be arranged during the whole lifecycle, carried out in an open manner, free of external manipulation, interference, coercion, or intimidation; • Informed participation and feedback: information will be provided to and widely distributed among all stakeholders in an appropriate format; opportunities are provided for communicating stakeholders’ feedback, for analyzing and addressing comments and concerns; • Inclusiveness and sensitivity: stakeholder identification will be undertaken to support better communications and build effective relationships. The participation process for the 10 subprojects is inclusive. All stakeholders are encouraged to be involved in the consultation process and equal access to information is provided to all stakeholders. Sensitivity to stakeholders’ needs is the key principle underlying the selection of engagement methods. Special attention is given to vulnerable groups, in particular women, youth, elderly, persons with disabilities and internally displaced persons. 3.4 Summary of Project Stakeholders’ Needs Table 3. Summary of project stakeholders’ needs at PPA Stakeholder Key Language Preferred Specific needs Group characteristics Needs Notification means State Participate in English and Information submitted Disclosure of relevant agencies: design and oversee French by mail, telephone, orally information on the PPA Ministries implementation to via websites and via activities, sensitize meetings, (MINPOSTEL, ensure project Facebook workshops for information MINADER, objectives are sharing, reflection, sharing of MINEPIA, being met, experiences, training and MINEPAT, capacity building on the etc.) institutional and legal frameworks proposed changes Working-hours times will be considered for the meetings. Basic Approximately English, Information transmitted Illustrated messages communities of 200 localities French, and in writing, and explained Sustained awareness-raising the localities concerned local orally or via traditional actions, of digital services concerned languages media, or via social media during all the processes platforms (mainly Community meetings, WhatsApp & Facebook) Sensitize on the benefits of the project and raise needs in the adoption of digital services for increased productivity, Education on the dangers of going online. Preferred timing for meetings will be considered; coverage of transportation for consultations as needed. 11 Stakeholder Key Language Preferred Specific needs Group characteristics Needs Notification means Private / farmers English, information’s Disclosure of relevant and micro- French, and transmitted by mail, information on the PPA businesses in local mobile phone, online, activities, visual and friendly remote and rural languages via the websites and via communication materials, and areas social media platforms meetings to sensitize on the (mainly WhatsApp & benefits of the project to raise Facebook) needs in the access and adoption to DAT technologies Subsidized bandwidth and access devices, Preferred timing for meetings will be considered. People with Approximate English, TV, radio, Information Disclosure of relevant disabilities, number to be French, and explained orally or information on the PPA Internally defined after the local schematically via social activities, visual and friendly displaced effective start of languages media platforms (mainly communication materials on persons, the project WhatsApp & Facebook) the adoption of digital refugees, young or door-to-door services incorporating people girls with disabilities needs. Choosing accessible venues for events; sign language as needed and possible, focused meetings these stakeholders would be more comfortable asking questions or raising concerns. Indigenous Approximate French, and Information explained Disclosure of relevant People number to be local orally and through radio information on the PPA defined after the languages programs in IP language activities, visual and friendly effective start of and French. communication materials on the PPA the adoption of digital. Preferred timing for meetings will be considered, small, tailored meetings, arrangements with community leaders; providing transportation for people in remote areas to the nearest meeting; translators to manage language 4- Stakeholder Engagement Program 12 4.1 Purpose and Timing of Stakeholder Engagement Program The main goal of stakeholder Engagement program is to facilitate the relevant access to information related to the PPA activities so informed and meaningful consultations could be held with the relevant stakeholders to enhance understanding about the PPA and incorporating their perspectives about the activities, potential environmental and social risks and impacts of the implementation of their outcomes, opportunities for benefits of them. Timely channeling views and propositions of relevant stakeholders would proactively address concerns, gain adherence and support to the PPA and will help ameliorate the outcomes of both the PPA and the Project. Additionally, the PPA will provide resources for an accessible and responsive Grievance Redress Mechanism (GRM) so that stakeholders can raise their concerns and suggestions. The project’s Environmental and Social specialists at the PIU of the PPA, hosted at the Ministry of Posts and Telecommunications (MINPOSTEL), will oversee the implementation of this SEP. They will be in charge of disseminating the relevant information, organizing consultations, and ensuring the functioning of the PPA’s GRM at all levels as foreseen in this PPA SEP and the Project’s SEP as appropriate. Methods of engagement with the stakeholders will include among others, household-outreach through SMS, telephone calls, social media etc., depending on the social distancing requirements, in English, French and local languages. Furthermore, while country-wide awareness campaigns will be established through radio stations and television networks, specific communications in every region will be timed according to the need and adjusted to the specific local circumstances of the region. Consultations may be carried out for both the terms of reference and intermediate outputs of the studies. All public consultations will be documented, and records will be kept in the PIU of the PPA, at MINPOSTEL office. The project’s Environmental and Social specialists of the PIU of the PPA, hosted at MINPOSTEL, will ensure that the different activities for stakeholder engagement are inclusive and culturally sensitive. Measures will also be taken to ensure that vulnerable groups will have the chance to participate and benefit from project activities. This will include among others, household-outreach through SMS, telephone calls, social media etc., depending on the social distancing requirements, in English, French and local languages. Furthermore, while country-wide awareness campaigns will be established through radio stations and television networks, specific communications in every region will be timed according to the need, and adjusted to the specific local circumstances of the region. 13 The various stakeholder engagement activities, at what stages throughout the project’s life they will take place, with what periodicity, and what decision will be undertaken on which people’s comments and concerns are described in the following points. 4.2 Proposed Strategy for Information Disclosure A variety of methods of information disclosure will be used to reach most relevant stakeholders. They might range from official correspondence, technical summary documents, reports, and meetings with the public agencies, and include brochures, leaflets, posters, nontechnical summary documents to non-governmental agencies. Information may also be published through website, social media as appropriate. Outreach to targeted stakeholders will be directed through channels including phone, email, and web-platforms, webinars, and social media platforms. Table 4 describes what information will be disclosed, in what formats and the methods that will be used to communicate the information to each of the stakeholder groups. Table 4. Proposed strategy for information disclosure of the PPA Phase of Target Topic(s) of Method proposed Location/frequency Responsibility the stakeholders engagement project Ministries Government Technical documents, At PATNUC offices or PIU at MINPOSTEL, ministries, reports sharing direct outreach to the MINPOSTEL MINCOM, departments and through the project targeted MINADER, agencies are steering committee stakeholders as often MINEPIA, MINFI, integral to the (COPIL) which as possible overall success regroups key throughout the MINDDEVEL) of the project stakeholder ministries Project preparation. MINESUP, throughout the and agencies. MINPROFF, project cycle. Channels for Inception/Preparation other Public and They are critical Information meetings, continuous feedback private to the Outreach via email, will also be in place institutions (ART, establishment of phone; (information desks, and ANTIC and the physical, phone, email, web- others) technical, legal platform). and regulatory Target: 100% framework of the project amongst other things. Project information incl. E&S instruments, benefits of the project, Grievance 14 Phase of Target Topic(s) of Method proposed Location/frequency Responsibility the stakeholders engagement project Redress Mechanism, Feedback Individuals and Project Information meetings, Within the respective PIU at businesses in information information desks, municipalities at least MINPOSTEL Preparation rural areas where including E&S Project Website or once by the end of /Consultants Inception/ PATNUC instruments, Newspaper Project preparation. intervenes. project progress, publications, Local Channels for benefits of the radio and television. continuous feedback Target: 10% of project, will also be in place individuals, 20% of Grievance (information desks, businesses Redress phone, email, web- representative Mechanism, platform) sample Feedback Mobile Project progress, Information meetings, Face-to-face meetings PIU at concessional project Project Website and at the Ministry of MINPOSTEL operators (MTN, information, Newspaper Posts and Orange, CAMTEL, benefits of the publications Telecommunications, neXttel), Internet project, at the providers Preparation Service Providers, transparency of office, at the Inception/ VAS providers the project Regulators office and and other Media at PATNUC offices. channels operators Video conferencing as telecom needed. operators and internet service providers, local agritech entrepreneurs, farmer groups, academia, and local governments Target: 100% concessional operators, 20% representative sample of VAS & other media channel operators 15 Phase of Target Topic(s) of Method proposed Location/frequency Responsibility the stakeholders engagement project Village/rural and Project progress, Information meetings Within the respective PIU at Regional project (face to face), localities and where MINPOSTEL Authorities information, , phone; Local radio, possible, via Preparation benefits of the telephone, letters videoconferencing by Inception/ project, the of project Grievance preparation. Redress Mechanism, Channels for Feedback continuous feedback Target: 10% will also be in place Village/rural (information desks, authorities, 20% phone, email, web- Regional Authorities platform) representative sample Civil society Project progress, Information meetings At PATNUC offices or PIU at organizations project (in person and online), direct outreach to the MINPOSTEL Preparation information, Local radio, letters, targeted Inception/ benefits of the information desks. stakeholders at least project, once during the partnerships and Project preparation. joint programs, Target: 20% Feedback Channels for representative continuous feedback sample will also be in place (information desks, phone, email, web- platform Webinars and videoconferencing as needed. Potential Project progress, Information meetings, Investor and/or PIU at PIU at investors project Online presentations, MINPOSTEL offices as MINPOSTEL information, information desks, often as necessary Preparation Inception/ benefits of the project website and during the project project, newspaper preparation Grievance publications, Radio and Redress Televisions broadcasts, Webinars and Target: 50% Mechanism, social media platforms. videoconferencing as representative Feedback needed sample Educational Improvement of Information meetings, In each sampled PIU at Institutions, Education, new Online presentations, institution as part of MINPOSTEL Preparation Inception/ Schools, possibilities, information desks, demand assessment Universities Involvement of workshops, project studies and project educational website and related surveys institutions in newspaper the program, publications. 16 Phase of Target Topic(s) of Method proposed Location/frequency Responsibility the stakeholders engagement project Target: 20% ensuring Webinars and representative connectivity and videoconferencing as sample remote needed education in rural areas, Enhancement of e-education as fight against COVID-19 Vulnerable Included in all information meetings, In each sampled PIU at groups consultation community intervention locality MINPOSTEL activities, information meetings, as part of demand (Women and presentations, assessment studies women-headed workshops Local radio, and project related Preparation Inception/ households; letters surveys; elderly; persons with disabilities and their caregivers; ethnic minorities, refugees, IDPs, IPs) Target: 20% representative sample Press and media. Inform residents Information meetings, Press briefing, Press PIU at Preparation in the project press conferences, releases, Webinars MINPOSTEL Inception/ area and the project website and and wider public newspaper videoconferencing as Target: 100% about publications., social needed representative planed Project media platforms sample activities Other interested Project progress, Information meeting PATNUC offices and PIU at Preparation parties including project including community within sampled MINPOSTEL Inception/ Job seekers. information, information meetings, localities at least once benefits of the Information meetings, project, information desks, Webinars and Target: 20% Grievance project website and videoconferencing as representative Redress newspaper needed sample Mechanism, publications, Local Feedback radio and television, social media platforms (Facebook) 17 4.3. Proposed Strategy for Consultation Consultation for the PPA will be a tool and a two-way process between the PPA and relevant stakeholders, particularly the affected parties as previously described. PPA activities consultations will include affected parties (civil servants and government employees of line Ministries related to the digital sector) and other Interested Parties (line Ministries, public agencies of other relevant sectors, civil society, social and community organizations). Consultations will aim at bringing these relevant stakeholders’ opinions and knowledge related to the activities and outcomes to help they deliver better benefits and achieve greater positive impacts. Consultations will also provide specific opportunities for stakeholders to raise their questions, including those issues that could impact their lives. Consultations will take place through face-to-face meetings as possible and in accordance with ongoing social distancing measures imposed by the government to limit the spread of the COVID19 pandemic at PATNUC offices and at the targeted localities. Consultations will also be carried out through small face-to-face dialogue, including virtual means as pertinent, with members of vulnerable groups such as indigenous people (IP), women, teenagers, people affected by the project’s construction works, and other stakeholders. Consultations will be systematically documented including the feedback to the consultees. Documentation will include the record of activities prior to the consultation, those carried out during the consultation and considerations of the feedback received and/or referrals, as the case may be. The document must incorporate the following elements: (i) date and place of consultation, with a copy of the call to interested parties, including a summary of the call activities and materials distributed; purpose of the query; (ii) consultation format (i.e. face-to-face meetings such as debates or workshops, focus groups, written consultations, online consultations); (iii) brief summary of previous related consultations, if applicable; (iv) number and description of consultation participants, noting their relationship to invited parties and attendance list observing the privacy of data policy of the country; (iv) summary of issues raised and comments received, as well as a succinct explanation of how they will be considered and incorporated into the draft and resolution of the issue to be consulted, or the reasons why they would not be, and subsequent steps forward; (v) summary of next steps; and (vi) attachments: photograph, attendance list, presentations, and other materials from the call for consultation process. Part or total of the consultation documentation will be made available to those that participated of the consultation so that they can be informed on how their feedback was considered. 18 Table 5: Proposed strategy for consultation PPA core Information to Methods proposed Timetable: Target Responsibility activity be disclosed / Locations/ stakeholders Topic of dates Consultation Project - Overview of -Individual meetings - All - Government MINPOSTEL Preparation proposed (as relevant) municipalities institutions Studies activities -Key informant and and -Summary of interviews with community Ministries at stakeholder stakeholders and event centers national and Engagement relevant organizations including municipal Plan - Focus groups on online level specific topic platforms. - - Public consultation Telecommunic workshops ation operators - phone, email, and and service web-platforms, providers webinars, and social -Sector media platforms regulators - Surveys, polls, and (ART, questionnaires ANTIC) -Participatory methods -- and Communit Other traditional ies / mechanisms for General consultation and Public decision making. - Local Leaders - NGOs - Representatives of Vulnerable Groups - Private sector - Other interested parties Capacity -Governing key -Individual meetings -PATNUC MINPOSTEL, ART, MINPOSTEL Building regulations and (as relevant) offices and ANTIC Policies -Key informant rented - Overview of interviews with locations, proposed stakeholders and - online activities relevant organizations platforms. -Summary of - Public consultation stakeholder workshops Engagement Plan Implementation Information on -Multiple All Government PATNUC of Project GRM the Grievance community municipalities institutions Redress consultation and and Mechanism and workshops community Ministries at how the public - Small group event centers national and can access it, and discussions with the including 19 PPA core Information to Methods proposed Timetable: Target Responsibility activity be disclosed / Locations/ stakeholders Topic of dates Consultation steps involved in communities and online municipal resolution. other stakeholders platforms. level -social media platforms - -meetings with respective Telecommu stakeholder groups. nication operators and service providers -Sector regulators (ART, ANTIC) - Communit ies / General Public - Local Leaders - NGOs - Representatives of Vulnerable Groups - Private sector - Other interested parties PPA activities -Opportunities Meetings, E- All - Project MINPOSTEL related to to Collaborate mails, social media municipalities managers setting up on Project platforms (Facebook, and involved in Institutional Implementation WhatsApp, etc) phone, community connectivity Arrangements -- Overview of email, and web- event centres projects and fostering proposed platforms, webinars. including (private or collaboration activities online public) -Summary of platforms. - Other stakeholder potentially related Engagement Plan 4.4 Proposed Strategy to Incorporate the Views of Vulnerable Groups As stated in previous sections of this document, since the PPA activities are mostly studies whose outcomes will be implemented by the Project, the PPA SEP through the PIU will continue involving participation of disadvantaged and vulnerable people as relevant at the stage of studies. 20 Whenever relevant, the PIU in close collaboration with local authorities, civil society organizations, and leaders and representatives will plan and deliver tailored consultations to disadvantageous and vulnerable groups, particularly women, youth, persons with disabilities, indigenous people, people with low digital skills and other groups as appropriate, such as refugees, internally displaced persons, will be organized. Consultations could take small face-to-face consultations coordinated by PATNUC offices in project target localities. The PIU will consider the obstacles to participation and will apply measures to remove them. They may include separate mechanisms for consultation and grievances as presented in Tables 3, 4 and 5 related to the needs of relevant stakeholders. 4.5 Timelines This PPA SEP covers the first phase of the timeline that have been outlined for the Project in Table 6 below. The other phases of the Project are covered by the Project’s SEP. Table 6: Timelines and Project phases, including the PPA Project Stage Estimated Timeline/Date Preparation phase (PPA) 2022 World Bank Loan approval and 28 September 2021 signature (Project) Execution phase of the Project 2021 - 2027 • The preparation phase: During this phase, various technical studies with regards to demand and supply of telecommunications and ICT services, creation of an enabling regulatory and institutional environment, environmental and social safeguards will be carried out. This phase will culminate with the implementation of the World Bank financed project. • World Bank Loan approval and signature (Project): Signing of the loan agreement between the State of Cameroon and the World Bank will be after the WB Board approval. The process will be initiated by MINEPAT and validated by the Prime Minister's office prior to submission to the President of the Republic for signature. • The execution phase of the Project: Represents the implementation phase of the project in accordance with project documents. • This PPA SEP will be disclosed in local language in-country, in project areas accessible to beneficiaries and on the world bank external website 4.6 Review of Comments To close the consultation loop, the PPA, through the PIU/environmental and social specialists, will send feedback to the consultees. This feedback will include reporting on how the views and 21 concerns will be considered and how they will impact the consulted activity. The feedback will cover the explanation of those questions that cannot be answered and the referrals they will have, either because they need further analysis or are outside the scope of the consultation or the PPA and Project. In addition, all comments (written and oral) relating to the PPA activities and outputs will be gathered and reviewed by the relevant part of the PPA. Once reviewed, feedback will be provided directly to those who may have made the comments as well as to those that may have been affected by the comments. Moreover, the consolidated reports will be made available to the respective stakeholders in line with the information disclosure strategy. To ensure that this reporting procedure is given due attention, it will be placed under the direct responsibility of the project coordinator assisted by the Communication Specialists and the Environmental and Social specialists. 4.7 Future Phases of Project Stakeholders will be kept informed as the Project develops, including reporting on project environmental and social performance and implementation of the stakeholder engagement plan and grievance mechanism. The Project will report at least annually to stakeholders during COPIL meetings, but often will report more frequently during particularly active periods, when the public may experience more impacts or when phases are changing (for example, quarterly reports during construction, then annual reports during implementation). This reporting will be placed under the direct responsibility of the project coordinator assisted by the Communication Specialists and the Environmental and Social specialists. 5- Resources and Responsibilities for Implementing Stakeholder Engagement Activities 5.1 Resources The communication resources that MINPOSTEL will mobilize to reach specific stakeholder according to their needs are (i) dedicated web-platform on the MINPOSTEL website through which the relevant project information will be disclosed; (ii) a Facebook page; (iii) WhatsApp groups for the project; (iv) printed documents (manuals, brochures, posters, etc.); (ii) an electronic grievance database; (iii) a stakeholder list and engagement register. 22 5.2 Implementation of the PPA SEP and GRM, Functions and Responsibilities MINPOSTEL will mobilize human and material resources to implement the SEP and manage the Grievance Resolution Mechanism (GRM). Implementation and monitoring of this PPA SEP will be the responsibility of the Project Implementation Unit (PIU) at the Ministry of Posts and Telecommunications (MINPOSTEL). SEP activities, including the GRM, will be the under the Coordinator of the PIU at MINPOSTEL overall responsibility. The PIU at MINPOSTEL will recruit an Environmental Specialist and a Social Specialist on a full-time basis to support the implementation of this SEP, including the GRM. The SEP and GRM implementation will be led by the Social specialist, in coordination with the Environmental Specialist, and a as relevant, by the focal points of the PPA contractors and sub- contractors and the other public agencies involved in the implementation of the PPA. A communication specialist will also assist in the SEP’s implementation. The project will mobilize part-time and full-time consultants should additional technical assistance be required to effectively engage specific stakeholder groups. The stakeholder engagement activities will be documented by the Social Specialist through quarterly progress reports, to be shared with the World Bank. Details of the roles and responsibilities for this PPA SEP at the PIU are in the below table 7. Table 7: SEP roles and responsibilities of the PIU at the Ministry of Posts and Telecommunications (MINPOSTEL) Role/Position Title Responsibilities (they can be expanded, detailed in the TOR for each position) Project Coordinator • Provide general oversight for all aspects relating to the implementation of the SEP and GRM across the entire PPA and over its lifecycle Environmental and Social Specialists • Manage and implement the SEP • Disseminate project information and ensure information disclosure • Interface with stakeholders and respond to comments or questions about the project or consultation process. • Document interactions with external stakeholders. • Maintain stakeholder database and engagement records for SEP 23 Role/Position Title Responsibilities (they can be expanded, detailed in the TOR for each position) • Coordinate public meetings, workshops, focus groups etc. • Makes sure the SEP is being adhered to and followed correctly. • Raise awareness of the SEP among project implementation unit, employees, contracted firms and relevant external stakeholders. User Ministries, MINPOSTEL, MINADER and MINEPIA, • Make available the information on the MINEPAT, Ministry of the Environment and Forests, environmental and social aspects of the PPA Ministry of Urban Development and any other to be activities. identified public agencies and NGOs • Facilitate the engagement of the stakeholders • Participate in the implementation of SEP activities 5.3 Budget A tentative budget for implementing the PPA SEP is included over two years (2021 – 2022) is shown in Table 8 below. MINPOSTEL will review this budget plan every six months to determine if any changes are required. If so, the budget will be updated. Costs related to the implementation of the SEP will be integrated into the project operating budget. Table 8. Estimated SEP Budget (2 years): Stakeholder Engagement Activities Q-ty Unit Total cost (years) Cost, (USD) USD Environmental & Social Specialist (USD 2000 per month) x 12 months 02 36,000 72 000.00 Training on outreach and GRM for PIU staff, local authorities, other 02 15,000 30,000.00 stakeholders over 3 years (flat rate per year) Training for PIU staff and consultants, over five years (flat rate per year) 02 2,250 4,500.00 Training of major stakeholders and engagement 02 10,000 20,000.00 , including consultation, with providers, government, and non-governmental organization (flat rate per year) Communication materials (leaflets, posters, public relation kits including 02 15,000 30,000.00 design, per locality and subproject) Travel expenses of staff (cost for 3 years) 02 12,000 24,000.00 Subtotal 180,000.00 Contingency 02 7,500 15,000.00 Total 195,000.00 24 6- Grievance Redress Mechanism The PPA will count on a Grievance Redress Mechanism (GRM) to ensure that the activities to adequately, and timely channel stakeholders concerns and grievances, and serve as reference for the necessary corrective actions to mitigate or avoid the environmental and social risks of the PPA activities. The PPA GRM will be part of the Project’s GRM, and will focus on addressing any concerns or grievances against the PPA activities. The PPA GRM will also cover GBV/SEA/SH complaint management until the Project’s GRM is completely established. See point 6.4. The Project GRM covers grievances related to project’s environmental and social risks and impacts and will also be applicable to grievances arising from resettlement activities described in the Resettlement Policy Framework (RPF) and/or the Resettlement Action Plans (RAP), as well as those anticipated in the Indigenous Peoples Planning Framework (IPPF). Grievances that relate to project workers will be handled by a separate mechanism described in the Project Labor Management Procedures (LMP). The workers’ GRM will be detailed as soon as the project becomes effective. 6.1 Objectives of the Project Grievance Redress Mechanism The objectives of the Project Grievance Redress Mechanism are as follows: a) Ensure that the World Bank Environmental and Social Standards are adhered to in all subprojects and activities; b) Address any negative environmental and social impacts of all sub-projects and activities; c) Resolve all grievances emanating from the project activities in a timely manner; d) Establish relationships of trust between project staff and stakeholders; e) Create transparency among stakeholders including affected persons through an established communication system; f) Bolster the relationship of trust amongst the project staff and the affected parties. g) To establish referral pathways in the event of complaints associated with sexual exploitation and abuse and sexual harassment (SEAH) where reporting will be handled with a survivor centered approach and following the best international practices and principles of the World Bank’s Good Practice. 25 6.2 Grievance Redress Process The key stages in the project’s grievance redress process are summarized in Table 9 and described in the sections that follow. Table 09: Grievance Redress Process Level One: PIU MINPOSTEL: Coordinator, Resolve claims at Level One Social Specialists assisted by the Environment Specialist and others (GRM) Level Two: Grievance Redress Committee Resolve claims not resolved at Level One (GRC) Level Three - Local Courts Resolve claims not resolved at Level One and Two. It is noted that the complainant can resort to legal recourse at any stage of his/her claim. While this is not a preferred option, but the complainant has the liberty to resort to legal recourse at any time. 6.2.1 Level 1 of the GRM: at PIU MINPOSTEL Modes of Receiving Grievances Complaints will be able to be lodged in person, writing, verbally over the phone, by fax, emails or any other media. Anonymous complaints will also be accepted. Acknowledge Grievance All grievances will be acknowledged in writing by the Social Specialist or the Environmental Specialist using the Grievance Acknowledgment Form (Annex2) within 48 hours of receipt. The complainant will be informed of the approximate timeline for addressing the complaint, if it can’t be addressed immediately. If the complaint cannot be resolved at the Level 1: the PIU, then it will be escalated to Level 2: the Grievance Redress Committee. Register/Log Grievance After receiving and recording the grievance on the Grievance Information Form (GIF), it is registered on the Grievance Redressal Registration and Monitoring Sheet (GRRMS) (Annex 3). The Environmental Specialist or the Social Specialist receiving the complaint shall endeavor to get as much relevant information as possible regarding the grievance and the complainant and will inform the Project coordinator on a weekly basis using the Grievance Information Form (GIF) as given in Annex 1, unless there is a highly sensitive case that needs to be informed immediately. 26 Screen The Social Specialist in coordination with the relevant staff (for example, the environmental specialist, the contractor’s focal point, etc.) reviews the complaint and assigns a grievance owner within the PIU or the relevant ministry or government agencies that can address the problem. For each grievance received, the Social Specialist will categorize and assign resolution deadlines before transmitting the complaint to the responsible parties (grievance owners). The complaint will be forwarded to the grievance owner who will be responsible for investigating the claim. The Project Coordinator will ensure that the World Bank is informed on complaints that are rated hypersensitive (such as those relating to death or partial or complete loss of a person's physical ability, loss of livelihood and SEA/SH) within 48 hours from the time they are reported. Investigate The grievance owner will investigate the complaint. This investigation will include, but is not limited to, meetings with the grievant/complainant, site visits, meetings/interviews with project staff and collection of relevant documentation and other forms of evidence. For meetings, the deliberations and decision will be recorded on the Meeting Record Form included as (Annex 4). Community representatives or representatives of the complainant will be requested to sit in these meetings as relevant. Resolution The resolution at level one should normally be completed within 15 working days of receipt of grievance and notified to the concerned party through the Disclosure Form (Annex 5). If the grievance is not resolved within this period, it can be referred to the next level of the Grievance Redressal System (level 2). However, once it is determined that progress is being made towards a resolution, the grievance will be retained at this level 1. The complainant will be informed of this decision and an estimated time for the resolution of the matter will be given either verbally or in writing. If the issue cannot be resolved within 25 working days, it will be transferred to the next level. Once a resolution has been agreed and accepted, the complainant’s acceptance will be obtained on the Disclosure Form included as Annex 5. If the proposed resolution is not accepted the grievance will be escalated to level 2. The complainant may request that the issue be transferred to the next level if he or she does not feel that the grievance is being adequately addressed at Level 1. 6.2.2 Level 2 of GRM - Grievance Redress Committee (GRC) A Grievance Redress Committee (GRC) will be formed in the PIU which consists of members of the Project Steering Committee (COPIL). The GRC will be called into place when a first level resolution 27 is not found. The GRC will meet on a quarterly basis to evaluate the performance of the project level GRM as a standing body. This committee will be chaired by the representative of MINPOSTEL within the Project Steering Committee. The permanent secretaries of the participant ministries will assign their respective representative to the GRC. The chairman of the GRC or the coordinator of PATNUC can invite active NGOs to nominate a representative. Terms of Reference of the GRC: The function of the GRC is to resolve claims that cannot be solved in Level 1 of the GRM. The Project Coordinator will coordinate the convening of the meetings of the GRC. He / She will also be responsible for briefing the GRC on the deliberations of the first level of Redressal and on the views of both parties. (Complainant and the Project). The GRC will hold the necessary meetings with the affected party / complainant and the concerned officers and attempt to find a solution acceptable at all levels. GRC will record the minutes of the meeting in the format using the same format detailed in Annex 4. The decisions of the GRC will be communicated to the complainant formally and if she/he accepts the resolution, the complainant’s acceptance will be obtained on the disclosure format as in Annex 5. If the complainant does not accept the solution offered by the GRC, then the complaint is passed on to the next level / or the complainant can activate the next level. It is expected that the complaint will be resolved at this level within 35 working days of receipt of the original complaint. However, if both parties agree that meaningful progress is being made to resolve the matter may be retained at this level for a maximum of 60 working days. 6.2.2 Level 3 of GRM If the affected party / complainant does not agree with the resolution at the 2nd level, or there is a time delay of more than 60 working days in resolving the issue, the complainant can opt to consider taking it to the third level. This level involves the complainant taking legal recourse within the local courts. 6.4 Addressing Gender-Based Violence in the PPA (GBV-GM) A specific GBV grievances management system (GBV-GM) that will handle claims related to Sexual Exploitation/Abuse and Harassment will be elaborated and establish as part of the PPA GRM no later than 30 days month after the PPA’s restructuring approval. The GBV-GM will help GVB survivors introduce their complaints safely and in confidence. 28 The GBV-GM will clearly identify who specifically (of the at least three key actors involved in handling SEA/SH allegations the GRM operator, the GBV service provider and the representative of the PIU, in this case at MINPOSTEL) will be responsible for handling the grievance: who will assess the nature of the complaint, the appropriate sanction to be applied to the perpetrator, confirmation that the survivor has received support, and that sanctions have been enacted, etc. The GBV-GM will also identify alternate channels for reporting, such as the GBV service provider. A list of GBV service providers will be kept by the PPA. The process for addressing complaints would typically be along the following lines 1. The GBV-GM operator will keep SEA/SH allegation reports confidential and, unless the complaint was received through the GBV service provider or other identified reporting channels, refer the survivor immediately to the GBV service provider (Survivors of SEA/SH may need access to police, justice, health, psychosocial, safe shelter, and livelihood services to begin healing from their experience of violence. These can be arranged by the GBV service provider on their behalf in accordance with the survivors’ wishes). Cases of GBV brought through to the GBV_GM will be documented but will remain closed/sealed to maintain the confidentiality of the survivor. Here, the GRM will primarily serve to: o Refer complainants to MINPOSTEL, the relevant GBV Services Providers or any other alternate channel for reporting; and o Record the resolution of the complaint. 2. If a case is first received by the GBV service provider or through other identified reporting channels, the report will be sent to the GBV-GM operator to ensure it is recorded in the GBV- GM system. The GBV-GM will only record the following information related to the GBV complaint: o The nature of the complaint (what the complainant says in her/his own words without direct questioning); o If, to the best of their knowledge, the perpetrator was associated with the project; and, o If possible, the age and sex of the survivor. 3. The GBV service provider provides the necessary support to the survivor until it is no longer needed. 4. If requested by the PIU, a survivor’s representative/advocate from the GBV service provider will participate in the SEA/SH resolution mechanism, including referral to the police if necessary and requested by the survivor (the only exception being when countries have mandatory reporting laws). The survivor must give the representative from the GBV service provider consent to participate in the mechanism on her/his behalf. 29 5. As part of the established resolution mechanism SEA/SH allegations are considered and assessed, paying attention to due process for all involved. Agreement is reached on a plan for resolution as well as the appropriate disciplinary action for the perpetrator, all within the shortest timeframe possible to avoid further trauma to the survivor. 6. In consultation with the GBV service provider, the appropriate representative from the PIU is tasked with implementing the agreed-upon plan, which should always be in accordance with local legislation, the employment contract, and the Code of Conduct. 7. Through the GBV service provider, the SEA/SH resolution mechanism advises the GBV-GM operator that the case has been resolved, and it will then be closed in the GBV-GM. 8. The PIU and the World Bank will be notified that the case is closed MINPOSTEL will immediately notify the World Bank of any GBV complaints WITH THE CONSENT OF THE SURVIVOR. 6.5 Grievance Redress Mechanism Budget Table 11. Estimated GRM (including GBV-GM) Budget (2 years) Grievance Redress Activities Q-ty Unit Total cost Cost, (USD) USD Communication materials (leaflets, posters, public relation kits including 02 19,500 39 000.00 design of the GRM) over 02 years GRM (including GBV-GM) guidebook/manual 01 5000 5,000.00 Training on GRM (including GBV-GM) staff, local authorities, other 02 12,000 24,000.00 stakeholders including contractors and subcontractors as relevant) Training of GRM committees 01 5,000 5,000.00 Deployment of a computerized GRM database 01 20,000 20,000.00 Travel expenses of staff (cost for 3 years) 02 9,000 18,000.00 Total 111,000.00 6.6 Building Grievance Redress Mechanism Awareness The Environmental and Social Specialists will initially brief all staff of the PIU, the Project Steering Committee (COPIL), including consultants and contractors, on the Grievance Redressal Mechanism of the PPA. The Environmental and Social Specialists will explain the procedures and formats to be used including the reporting procedures. 30 The Environmental and Social Specialists will brief all project stakeholders on the Grievance Redressal Mechanism of the PPA and explain the procedures and formats to be used including the reporting procedures. Awareness campaigns targeting project stakeholders will inform stakeholders on the availability of the mechanism and how to access it. The GRM will also be published on the PMINPOSTEL web site and its social media pages. A project site board will be erected on the sites of potential sub- projects indicating the existence of the mechanism and a phone number, email and address for further information. The GRM will be translated into local languages other than French, and English based on demand. However, local radio programs may communicate GRM information in local languages. 7- Monitoring and Reporting of the PPA SEP Monitoring reports documenting the environmental and social performance of the PPA will be prepared by the Environmental & Social Specialist for submission to the coordinator of PATNUC to the World Bank. These reports will include a section regarding stakeholder engagement and grievance management. Table 12 proposes a comprehensive set of indicators related to SEP performance at this stage. Table 12: SEP including GRM indicators to be documented in progress reports Engagement with Project Affected Parties (PAP) i. Number and location of formal meetings with PAP ii. Number and location of informal meetings with PAP iii. Number and location of community awareness raising or training meetings iv. Number of men, women, and vulnerable groups such as IPs that attended each of the meetings above v. Number, location, attendance, and documentation of the meetings held with the municipalities and communities or other stakeholders vi. For each meeting, number and nature of comments received, actions agreed during these meetings, status of those actions, and how the comments were included in the relevant material under engagement. vii. Minutes of meetings of formal meetings and summary note of informal meetings will be annexed to the report. They will summarize the view of attendees and distinguish between comments raised by men, women or IPs Engagement with other stakeholders i) Number and nature of engagement activities with other stakeholders, disaggregated by category of stakeholder (Governmental departments, municipalities, CTDs, NGOs) ii) Issues raised by NGOs and other stakeholders, actions agreed with them and status of those actions, iii) Minutes of meetings will be annexed to the six-monthly report iv) Number and nature of Project documents publicly disclosed 31 v) Number and nature of updates of the Project website vi) Number and categories of comments received on the website Grievance Resolution Mechanism i) Number of grievances received, in total and at the local level, at PATNUC OFFICES, on the website, disaggregated by complainant’s gender and means of receipt (telephone, email, discussion), ii) Number of grievances received from affected people, external stakeholders, iii) Number of grievances which have been (i) opened, (ii) opened for more than 30 days, (iii) those which have been resolved, (iv) closed, and (v) number of responses that satisfied the complainants, during the reporting period disaggregated by category of grievance, gender, age and location of complainant, iv) Average time of complaint’s resolution process, disaggregated by gender of complainants and categories of complaints, v) Number of local GRC meetings, and outputs of these meetings (minutes of meetings signed by the attendees, including the complainants to be annexed to the report) vi) Trends in time and comparison of number, categories, and location of complaints with previous reporting periods Workers Grievances i) Number of grievances raised by workers, disaggregated by gender of workers and worksite, ii) Number of workers grievances (i) opened, (ii) open during more than 30 days, (iii) resolved, (iv) closed, and (v) number of responses that satisfied the workers, during the reporting period disaggregated by category of grievance, gender, age of workers and worksite, iii) Profile of those who lodge a grievance (gender, age, worksite), by category of grievances, iv) Average time of complaint’s resolution process, disaggregated by gender of complainants and categories of complaints, v) Trend in time and comparison of number, categories, and location of complaints with previous reporting periods 7.1 Monitoring and Reporting The Environmental & Social Specialist will prepare the Monthly and Quarterly Reports on the Grievance Redress issues of the PPA activities and will elevate to the relevant management 7.2 Periodic Review by Grievance Redress Committee The Grievance Redressal Committee may review the nature of grievances that have been represented and if grievances are repeated, recommend suitable changes in implementation procedures, and forward these to the PIU at MINPOSTEL for implementation. 32 7.3 Reporting Back to Stakeholders The Environmental and Social Specialists and designated staff members of the PIU at MINPOSTEL will report back to claimers. Feedback received through the GRM can be responded to in writing, but it will always be recorded in writing. Text messages, emails and phone calls will be used to respond to stakeholders whose telephone numbers and e-mail addresses are available. Key Project updates will be posted on MINPOSTEL’s website. Social media (primarily through the Project Facebook page and a WhatsApp group for PAPs and other stakeholders) will also be used to report back to different stakeholders. 33 8- List of Annexes Annex 1- Grievance Information Form Annex 2- Grievance Acknowledgement Form (GAF) Annex 3- Grievance Redressal Registration Monitoring Sheet (GRRMS) Annex 4- Meeting Record Form Annex 5- Disclosure/Release Form 34 Annex 1- Grievance Information Form Grievance Information Form Date/Time received: Date: (dd-mm-yyyy) Time: □ am □ pm Name of Grievant: □ You can use my name, but do not use it in public. □ You can use my name when talking about this concern in public. □ You cannot use my name at all. Company (if □ You can use my company applicable) name, but do not use it in public. □ You can use my company name when talking about this concern in public. □ You cannot use my company name at all Contact Information: Phone: Email address: Address: (Kindly indicate the preferred method of communication) Details of grievance: □ One-time incident/complaint (Who, what, when, □ Happened more than once (indicate how many times): where) ___________ □ Ongoing (a currently existing problem) 35 Grievance Information Form How would you like to see issue resolved? Attachments to the List here: grievance/complaint: (e.g. pictures, reports etc.) ___________________________________ ________________ Grievant/Complainant Signature (if applicable) Date (dd-mm-yyyy) _____________________________________ ___________________ Signature- Project personnel (to confirm receipt only) Date (dd-mm-yyyy) For PIU use only: Grievance No: ____________________ Grievance Category: □ Problems during material transport □ Smell □ Blocked road access □ Problem with project staff □ Dust □ Other (specify): ___________________ □ Noise Grievance Owner/ Department: ________________________________________ 36 Annex 2- Grievance Acknowledgement Form (GAF) The project acknowledges receipt of your complaint and will contact you within 10 working days. Date of grievance/complaint: (dd/mm/yyyy) Name of Grievant/Complainant: Complainant’s Address and Contact Information: Summary of Grievance/Complaint: (Who, what, when, where) Name of Project Staff Acknowledging Grievance: Signature: Date: (dd/mm/yyyy) Annex 3- Grievance Redressal Registration Monitoring Sheet (GRRMS) No. Name of Date Grievance Name of Requires Action(s) Resolution Grievant/Complainant Received Description Grievant Further to be Accepted or Not Owner Intervention taken by Accepted and PIU Date of Acceptance/Non- acceptance 1. 2. 3. 4. Annex 4- Meeting Record Form Date of the Meeting: ……………………………………. Grievance No: …………………………………. Venue of meeting: ………………………………………………………………………………………………………. Details of Participants: Complainant Subproject Summary of Grievance……………………………………………………………………………………………… ……………………….………………………………………………………………………………… ……………………………………………………………………… …………………………………………………………………………………………………………… ………………………………… Meeting Notes: …………………………………………………………………………………………………………… ……………………. …………………………………………………………………………………………………………… ………………………………… …………………………………………………………………………………………………………… …………………………… Decisions taken in the meeting / Recommendations of GRC……………………………………………………………. …………………………………………………………………………………………………………… ………………………………… …………………………………………………………………………………………………………… ………………………………… …………………………………………………………………………………………………………… ………………………………… Issue Resolved / Unresolved: ………………………………………………... Signature of Chairperson of the meeting: ……………………………………………………………………… Name of Chairperson: ………………………………………………… Date (DD/MM/YYYY): ……………… Annex 5- Disclosure/Release Form Result of Grievance Redressal Grievance No: Name of Grievant/Complainant: Date of Complaint: Summary of Complaint: Summary of Resolution: Resolved at: □ First Level □ Second Level □ Third Level Date of grievance resolution (DD/MM/YYYY): Signature of Complainant in acceptance of the suggested grievance resolution: …………………………………………………………………………………… Name: ……………………………………………………………………… ID number: …………………………………………………. Type of ID: …………………………………………………………………. Date (DD/MM/YYYY): ………………………………………………………… Signature of Social Development Specialist and Project Coordinator: 1.………………………………………………………………………. 2……………………………………………………………………… 1.Name:…………………………………………………………. Place:………………………………………………………….. Date:(dd –mm – yyyy): ……………………………………….. 2.Name:…………………………………………………………. Place:………………………………………………………….. Date:(dd –mm – yyyy): ……………………………………… Annex 6: Farmer groups involved in Prior Consultation N° Famer Group Email Phone 1. SOCOOPROMAG CA DE GASCHIGA 2. FEPICAM COOP-CA 3. COOP-CA SOCOAPACE 4. SCOOPORC COOP/CA 5. COOP CA YELO 6. SOCAPAC COOP. CA 7. BARKA MAYO TIEL 8. EDING-AKON COOP-CA 9. COOPAAN COOP CA 10. SOCOPMAK COOP CA 11. CEREALIERE MBANDJOCK 12. SOPTA AGROTRANS COOP CA 13. HAIROU COOP-CA 14. SCOOP-CA PROMAB BARKA BENOUE 15. COOP-CA SOCOMANGA 16. COCENOUN COOP-CA 17. PROMANG COOP-CA 18. SOCOOPAMEB COOP-CA 19. SOCOPROMADG (DJAMBOUTOU-GOUNA) 20. SOCOOPROMAN COOP-CA 21. SCAPROSEE COOP CA 22. AGRIDYNAMIC 23. AFMABA COOP CA 24. COOP CA PR0MAB 25. LABOMODE COOP CA 26. La CEREALIERE DE LA SANAGA 27. COFARCOOP BOD 28. SOCOCCEN COOP CA