Grievance Redress Service ANNUAL REPORT 2017 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 i Contents Foreword.. ................................................................................................................................................... ii Introduction. . ............................................................................................................................................... 1 What is the GRS?....................................................................................................................................... 2 How does the GRS work?......................................................................................................................... 3 Grievance redress across the World Bank............................................................................................. 6 Case statistics. . .......................................................................................................................................... 7 Selected cases......................................................................................................................................... 10 Outreach activities................................................................................................................................... 17 Learning lessons. . .................................................................................................................................... 18 Annex 1 • 2017 Complaints Register..................................................................................................... 19 Annex 2 • Organizational Chart. . .......................................................................................................... 29 i Foreword In its third year of operation, the World Bank’s Grievance Redress Service (GRS) continuesto be an important means for promoting development effectiveness in World Bank-financed operations. The GRS is the World Bank’s corporate problem-solving service for communities. It complements project-level grievance redress mechanisms overseen by the country authorities and the World Bank’s Inspection Panel, which functions independently of World Bank Management. This year’s increasing case load highlights the extended reach of the GRS in providing sustainable solutions in a variety of sectors, countries and regions. The Annual Report takes a close look at how this is done by highlighting several cases, including in Grenada, India, Kenya and Bangladesh. These cases illustrate how the GRS facilitated engagements between project-affected communities and World Bank Management to devise and implement corrective plans. These plans address a wide range of issues, from consultations with communities to occupational health and safety, among others. The GRS is an accessible corporate service for communities to complain directly to the World Bank. This year, it expanded its scope to include complaints received by World Bank staff. It is now mandatory for World Bank staff to refer complaints to the GRS. This referral process helps ensure that all admissible complaints from affected people – no matter how they are received – are assessed and addressed appropriately. With a growing body of experience gained since its launch in 2015, the GRS will increasingly serve as a useful learning mechanism for World Bank operations. By working with communities and operational staff to identify, assess and resolve complaints, the GRS is already playing a significant role in managing risk, enhancing project implementation and improving project supervision. Knowledge and experience gained through the GRS will help World Bank staff strengthen the World Bank’s support to both communities affected by World Bank-financed operations and country authorities alike. Manuela Ferro Vice President, Operations Policy and Country Services The World Bank G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 1 Introduction This annual report of the Grievance Redress Service (GRS) provides an overview of cases and activities during the calendar year 2017, the third year of operation of the GRS. As the GRS has become more familiar to people affected by World Bank-supported projects, the number of complaints brought to the GRS has increased steadily. Data show that complaints are being addressed and that the GRS is an accessible tool that is helping to strengthen the World Bank’s accountability and responsiveness. The data also demonstrate that three years into its operations, the GRS has grown into an effective service available to project-affected people to raise concerns, and have them promptly evaluated and addressed in accordance with the standards set forth in the World Bank’s environmental and social policies. In 2017, the GRS received 115 complaints, out of which 74 pertained to environmental and social safeguard issues in World Bank-financed projects. The remainder of the complaints related either to procurement matters, which the GRS forwarded to the relevant procurement teams for response, or to fraud and corruption, which were referred to the Institutional Integrity unit (INT). Twenty-six of the complaints received in 2017 were referred to the GRS by project teams, INT, or communications staff, in accordance with the 2017 GRS Procedure (as explained below). In the previous year, the GRS received 77 complaints, of which 45 related to environmental and social safeguard issues. In 2017, the grievances in four cases were resolved. Three cases were closed for lack of information, 16 were deemed inadmissible, four were under initial review, and 47 were still in the process of being addressed as of the close of the year, with work ongoing in developing or implementing solutions to the grievances. The majority of complaints related to transport sector operations; followed by social, urban and rural development; energy and extractives; and water sector operations. Grievances primarily related to issues of land acquisition and resettlement, community and worker health and safety in construction sites, and labor. The majority of complaints were related to operations in the South Asia and Africa regions. 1 2 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 What is the GRS? Objectives The GRS is a problem-solving mechanism of the World Bank that facilitates resolution of grievances raised by people directly affected by environmental and social impacts under World Bank-financed projects. The GRS provides a direct, accessible way for individuals and communities to complain directly to World Bank Management if they believe that a World Bank-supported project has had or is likely to have adverse effects on them, their community or the environment in which they live. Mandate The GRS enhances the development impact of World Bank-financed projects by facilitating timely, fair and pragmatic resolution of grievances with the support and oversight of the World Bank’s senior Management. It supports accountability of the World Bank by working together with the complainants and the World Bank project team to facilitate solutions to project-related problems. The GRS was created following a review of the World Bank’s safeguard policies by the Independent Evaluation Group (IEG) in 2010, which recommended that the World Bank create a grievance redress and conflict resolution mechanism to complement the independent Inspection Panel. The GRS helps to close the gap between project-level grievance redress mechanisms (GRMs) and the Inspection Panel in the World Bank’s accountability structure. Functions The GRS has three core functions: (a) facilitating problem solving for project-related environmental and social complaints received by the World Bank; (b) data collection and reporting on complaints, including maintaining a central register of complaints, and escalating them to World Bank senior Management where warranted; and (c) providing analysis and extracting lessons learned from complaints received. The GRS operates an efficient, responsive and accessible complaint handling system by: • Maintaining easily accessible complaint handling channels (by email, web or mail). • Providing time-bound and efficient preliminary analysis of all incoming complaints, with a public registry and notice of all eligible complaints to senior Management. • Operating under a protocol that defines when to escalate complaints to senior Management. • Facilitating resolution of complaints through a variety of means. HOW DOES THE GRS WORK? 3 Organization and structure The GRS is located outside the operational matrix and under the CEO. It reports to the Operations Policy and Country Services (OPCS) Vice President (see Annex 2). It is part of the OPCS department responsible for safeguard policy and the Environmental and Social Framework (ESF). This arrangement means that the GRS is overseen and supported by senior Management responsible for World Bank policy. It also means that the GRS is functionally separate from the World Bank teams that are responsible for preparing and supporting implementation of projects. Operational modality The GRS maintains complaint handling channels to assure accessibility. It reviews each complaint based on a clear methodology and admissibility criteria, and refers to the appropriate World Bank unit those complaints that are not related to environmental or social issues. The GRS facilitates fact-finding, including through engagement with project teams and field visits as needed, notifies senior Management and keeps it informed of progress, maintains a verifiable registry, engages with complainants, retains a roster of mediators and collaborates with other donors during problem solving, where appropriate. Through these varied functions, the GRS facilitates solutions agreeable to all parties as a credible and neutral broker, and thereafter monitors the agreed actions. How does the GRS work? Admissible complaints Complaints submitted to the GRS are admissible when BOX 1 • What are inadmissible they are presented by people directly affected by an complaints? ongoing World Bank-supported project and relate to Inadmissible complaints may be complaints that: alleged harm resulting from the project. People may • Concern fraud or corruption (which are submit a complaint directly or through a representative, addressed by the World Bank’s Integrity Vice and their identities will remain confidential, should they Presidency) request it. The GRS also reviews complaints received • Concern employment or pursuit of employment by World Bank staff and referred to the GRS. World with the World Bank or the project Bank staff are required to notify the GRS when they • Are made by World Bank staff receive complaints that raise issues of harm to people • Have already been subject to an investigation or the environment, concern non-compliance with World by the Inspection Panel Bank policies, or relate to a high-risk project. The GRS • Have been submitted anonymously registers complaints referred to it by staff and monitors (confidentiality is ensured, but anonymity is the complaint resolution process. It also provides inadmissible) support to project teams upon request. The referral • Are unrelated to World Bank-supported process helps to ensure that all admissible complaints projects, relate to closed projects or are from affected people, no matter how they are received, repetitive or clearly frivolous in nature. are assessed and addressed appropriately. 4 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 Complaint assessment Each complaint is carefully assessed by the GRS to determine whether it raises concerns that are within the GRS’ mandate. This initial assessment may include a review of available and relevant information and documentation; meetings with the World Bank’s project team; discussions with complainants, project implementing agencies, and relevant external stakeholders; and site visits if necessary. Based on the initial assessment, the GRS decides whether the complaint is admissible and what further steps may be required. The GRS considers compliance with the World Bank’s policies and procedures when reviewing the issues raised in the complaint, but also works to find a resolution to complaints that are not related to policy compliance. In the initial assessment phase, the GRS forms an independent and reasoned opinion regarding the issues under examination. If there is an opportunity for collaborative resolution of the issues, the GRS initiates the problem- solving process in close consultation with the complainants. This initiation may take the form of facilitation of information sharing and/or of dialogue/negotiation, leading to agreed actions to address the concerns. Problem solving The GRS facilitates the problem-solving process by working jointly with the complainants and the responsible World Bank project teams. Depending on the method needed to help resolve grievances, this collaboration can take various forms, and the GRS may play different roles. For example, the GRS may help by: • Ensuring dissemination of information. The GRS can help ensure that the complainants have access to relevant information about the project, its impacts, and related mitigation measures. It responds to any additional questions the complainants may have, so that by working together, an effective solution to the issues can be found. • Joint fact finding. The GRS can help support a fact-finding process about the issues raised in the complaint. Through the fact finding, the GRS collaborates with the complainant and the project team, which in turn works with the Borrower, to identify a suitable solution in compliance with World Bank policies. • Dialogue/negotiation. The GRS can facilitate dialogue between the complainant and the project team, which supports the Borrower in addressing the complaint, with a view to arriving at an effective solution through negotiation and agreement. • Mediation. When the grievances/disagreements between parties are such that collaboration as described above is not possible, the GRS can facilitate establishing and overseeing a formal mediation process to arrive at a mutually agreed solution. In this process, working with World Bank staff and Management, the GRS can support the project team to analyze grievances in the project context; advise on policy compliance and related issues; assist in engaging with communities throughout the process; help ensure actions are agreed to address grievances; and assist in following up on the implementation of agreed actions. HOW DOES THE GRS WORK? 5 Process The GRS process is set out in the corresponding Bank Procedure, which was updated in March 2017, and is available online. Figure 1 illustrates the process of receiving and processing complaints. FIGURE 1 • GRS Complaint Resolution Process Confirmation of Receipt (within 2 business days) • Notify Complainant of receipt and request Evaluation (within 10 business days of receipt) additional information if needed • Assess complaint • Notify Project Team based on criteria set Formulation of proposal (within 30 days) and other relevant forth in procedures World Bank sta • Decide whether to • Analyze issues raised Implementation of agreed • Forward procurement process complaint with Project Team action plan and resolution complaints to • Request additional • Project Team formulates responsible information if needed proposal to address • Project Team reports Procurement Manager • Notify Complainant of concerns on progress of status of complaint • GRS agrees to proposed implementation of action plan and timeline agreed actions in consultation with • GRS follows up on complainants implementation and • Complainant agrees on provides support as final proposal needed • Complainant rejects - • Resolution - Complaint complaint closed is closed when actions are satisfactorily implemented Inadmissible complaints Complaints need to describe the actual or potential adverse impact that the complainants believe results from the World Bank-supported project. Some issues, are, however, not within the mandate of the GRS, including allegations concerning fraud, corruption, staff/ employment disputes, or the alleged failure of the project to meet its development objectives. Repetitive complaints on the same subject and by the same complainant, which have already been addressed, will not be considered unless new facts or circumstances are presented. Finally, while the GRS accepts complaints regarding procurement issues, which are forwarded to the World Bank’s responsible Procurement Practice Manager for resolution through the Procurement Complaint Handling System, the GRS does not follow-up on procurement complaints after initial processing. Cases alleging fraud and corruption are referred to the Institutional Integrity unit (INT). See Box 1. 6 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 Grievance redress across the World Bank There should be at least three possible avenues for grievance redress in World Bank-supported projects – the project-level grievance redress mechanisms (GRMs), the GRS and the Inspection Panel. The GRS does not alter the role of the Inspection Panel. Project-affected individuals and communities continue to have the same access to the Panel, provided they meet the criteria set out in the Panel Resolution. FIGURE 2 • Avenues for Addressing Grievances in Bank-financed Operations Established and managed by Borrower Project sta Borrower Project-level GRM Part of Borrower’s system Bank Corporate Management-led problem-solving mechanism Management GRS Centralizes complaints submitted directly to Bank Management Independent accountability mechanism reporting to the Board Board IPN Mandated to conduct compliance assessments Project-level GRMs can provide the most effective way for people to raise issues and concerns about projects that affect them. However, experience has shown that project-affected people often reach out directly to the World Bank to raise their concerns because there is no GRM available for the affected communities, or the existing GRM does not function effectively, or it is not accessible or known to the affected population. In some cases, affected people do not trust that the project-level GRM will hear and address their complaint in a timely way, impartially and with fairness. While the GRS does not replace the need for project-level GRMs, it provides an additional means for affected people to express their grievances. In addressing complaints it receives and in collaboration with the World Bank’s Social Development practice, the GRS can support project teams to review the performance of existing project-level GRMs, understand their weaknesses and identify ways to strengthen them, and advise Borrowers on actions needed to ensure a functioning grievance redress system on the ground. Project teams and other World Bank staff may also receive complaints on World Bank projects. As a result of the Action Plan for the Uganda Transport Sector Development Project, the role of the GRS was expanded under the Bank Procedure to include such complaints. As noted earlier, staff must refer a complaint to the GRS when the complaint raises issues of harm to people or the environment, concerns non-compliance with World Bank policies, or relates to a high-risk project. The GRS registers all complaints it receives, including those from staff, and monitors the complaint resolution process. C A S E S TAT I S T I C S 7 Case statistics Case types Figure 3 shows the number of complaints received since 2015 by type. In 2017, the GRS received 115 complaints, of which 74 were related to environmental and social issues, 33 to procurement, and eight to other issues, including fraud and corruption. In the previous year, the GRS received 77 complaints, 45 of which were related to environmental and social safeguard issues. FIGURE 3 • Case Type by Year E&S - GRS 2015 16 12 E&S - Referred (2017 only) Procurement 2016 45 30 2 Other 2017 48 26 33 8 Of the complaints received by the GRS in 2017, 26 were referred by project teams, INT, or the communications department. Project team leaders and environmental and social specialists on project teams referred the most complaints to the GRS. Of these referred cases, the GRS supported project teams on 23 complaints related to environmental and social issues, which are in the solution phase; of those remaining, two were inadmissible and one is currently under review. Case status FIGURE 4 • E&S Case Status (2017) Seventy-four complaints related to environmental 2017 - GRS and social issues were received by or referred to the 2017 - Referred GRS in 2017. See Figure 4. Of these, four are under review, 16 are inadmissible, 47 are in the solution 23 phase, and seven are closed. Of the closed cases, four were addressed and three were closed due to lack of information, issues already being considered by the Inspection Panel, or refusal of the proposed solution by the complainant. In addition, six of the 2 cases the GRS received in 2016 were still active 24 during 2017. Of these, two were closed for lack of 14 information, one was addressed, and three are still 1 7 in the solution phase. 3 Intake Inadmissible Solution Closed Phase 8 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 By region FIGURE 5 • Admissible E&S Cases by Region (2017) Of the 31 admissible complaints received by the GRS, 18 concerned projects in the South Asia region, while GRS 4 10 came from the Africa region. In addition, most Referred complaints that were referred to the GRS by project 11 teams came from the Africa region. The number of complaints received and referred from each region is shown in Figure 5. 10 18 4 2 1 1 1 1 1 AFR EAP ECA LCR MNA SAR Global Practices In 2017, 14 of the 31 admissible complaints were related to projects in the Transport and Digital Development Global Practice, six to projects in the Social, Urban, Rural and Resilience Global Practice (SURR), and four to projects in the Energy and Extractives Global Practice. Other Global Practices account for a smaller share of GRS cases. Referred complaints followed a similar trend, with the majority concerning projects in the SURR and Transport Global Practices. Figure 5 shows the number of complaints received and referred concerning each Global Practice. FIGURE 6 • Admissible E&S Cases by Global Practice (2017) Water 3 1 Transport & Digital Development 14 7 Social, Urban, Rural and Resilience 6 7 Finance, Competitiveness and Innovation 2 Environment & Natural Resources 3 Energy & Extractives 4 4 Education 1 1 GRS Agriculture 1 Referred C A S E S TAT I S T I C S 9 Subject matter Figure 7 shows that while GRS complaints raise a wide variety of issues, a high number of them concern land acquisition/resettlement. Such issues most often relate to lack of or inadequate compensation for assets taken, such as land or trees (for example, multiple complaints on the India Punjab State Road Sector Project and a complaint on the India National Cyclone Risk Mitigation Project), or the extent of land acquisition under the project (for example, a complaint on the India Amaravati Sustainable Capital City Development Project). One complaint raised issues regarding land reclamation and restoration activities following closure of a quarry in a road project (complaint on the Kazakhstan – East West Roads Project, CAREC). An increasing number of complaints relate to community health and safety issues and raise concerns of damage to properties or potential harm caused by project-financed civil works (for example, complaints on the India Second Karnataka State Highway Improvement Project; Kenya GPOBA Electricity Project; Mali Urban Local Government Support Project). Workers’ rights and labor conditions on construction sites are also the subject of a growing number of grievances submitted to the GRS (for example, complaints on the Kenya Water and Sanitation Services Improvement Project; Afghanistan Second Skills Development Project; Africa Regional Rusumo Falls Hydroelectric Project). FIGURE 7 • Subject Matter of Admissible Complaints (2017) Construction Impacts 7 4 GRS Referred Project Design 1 2 Project Implementation 1 Road Safety 1 Labor and Working Conditions 2 Land Acquisition, Resettlement, and Compensation 17 10 Selection of Beneficiaries 2 1 Non Land-Related Impacts on Livelihoods 1 Stakeholder Engagement, Consultation, 3 and Information Disclosure Environmental Impacts 2 Selected cases GRENADA PROJECT AT A GLANCE Regional Disaster Vulnerability Reduction • Board approval date: June 23, 2011 (P117871) • Region: Latin America and the Caribbean • Sector: Social, Urban, Rural and Resilience Global Practice Complaint Received • Environmental category: B November 2017 • Closing date: December 31, 2018 Project Background The objective of the Regional Disaster Vulnerability Reduction Project (RDVRP) is to measurably reduce vulnerability to natural hazards and climate change impacts in Grenada and in the Eastern Caribbean Sub- region. The project aims to: (a) ensure climate risk reduction outcomes for an important part of Grenada’s population and economy, through improved drainage and flood prevention infrastructure in selected urban areas; and (b) contribute critical building blocks to the technical and institutional capacity to manage climate resilience of the forestry and water resource management departments. Complaint Under the project, a bridge that had been destroyed by a previous storm was reconstructed. The complaint concerned (a) need for more consultations and information about the status of the bridge: (b) the height of the bridge and whether it was adequate; (c) the size and functionality of street drainage inlets; (d) safety aspects related to the design of the sidewalk; (e) reduction of channel width due to placement of boulders, resulting in flooding on streets; and (f) poor access to street by some homes after bridge construction. Resolution The GRS engaged with the representative of the complainants and together with the World Bank project team facilitated a meeting between the community and project representatives. In its dialogue with the complainants, the GRS stressed that it would monitor the process closely to identify a suitable solution and that the direct feedback from the community was essential to identify the best way forward and ensure that the concerns were addressed. Within a month of the submission of the complaint (in December 2017), two consultation meetings were held with the community to discuss its concerns and agree on corrective actions. It was agreed that while the height of the bridge was adequate, dredging would be required following recent storm events, and the contractor would undertake to: remove existing asphalt and repave to ensure the drainage inlets were free of debris; correct the surface slope of the drains; and implement an alternative solution for the sidewalk. It was also agreed that boulders which had been placed on some private land would be removed following the request of the property owners. An issue of access was discussed with the homeowners and resolved. The representative of the complainants communicated to the GRS that the community was satisfied with the outcome of the meetings and the agreed actions, and was looking forward to their implementation. Status Actions under implementation - GRS monitoring. G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 11 INDIA PROJECT AT A GLANCE Second Karnataka State Highway • Board approval date: March 24, 2011 Improvement (P107649) • Region: South Asia • Sector: Transport & ICT Global Practice • Environmental category: A Complaint Received • Closing date: December 28, 2018 September 2017 Project Background The development objective of the Second Karnataka State Highway Improvement Project for India is to accelerate the development of the core road network through leveraging public sector outlays with private sector financing and improving the institutional effectiveness of the road sector agencies to deliver effective and safe roads to users. Complaint The complaint alleged that a new narrow concrete drain constructed on either side of the road by the project was obstructing the natural flow of water, allowing water to enter adjacent buildings and cause damage. Resolution The GRS engaged with the complainant to review the issues and understand the context in which the complaint arose. Given that the problem appeared to be confined to the complainant’s property, the GRS, following consultation with the complainant, advised the project implementing agency, KRDCL, to engage with the complainant to understand the issues in depth and identify a solution. The World Bank project team worked in parallel with KRDCL to develop actions to address the issues raised in the complaint and consulted with the complainant on the proposed plan. It was learned that stormwater pipes that had been installed by a property owner and were not visible during construction had not been removed; in addition, runoff from an adjacent catchment had not been taken into account. As a result, this runoff was obstructed and during heavy rains, water flowed into buildings. The stormwater pipes were removed and further steps were agreed upon to address the adjacent catchment runoff, including an additional drain, and re-laying of stormwater pipes. An additional request by the complainant for larger pipes over a longer distance was not accepted and the engineering reasons for this decision were conveyed to the complainant. The GRS also advised the team on project-level GRM best practice to ensure that issues such as those raised in the complaint to the GRS could be effectively resolved at the project level. Status Actions under implementation – GRS monitoring. 11 12 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 KENYA PROJECT AT A GLANCE W3 GPOBA Electricity (P125388) • Board approval date: February 24, 2010 • Region: Africa • Sector: Energy & Extractives Global Practice Complaint Received • Environmental category: B January 2017 • Closing date: N/A Project Background The objective of this project is to use an output-based aid (OBA) approach to encourage expansion of the Kenyan electricity grid into slum areas. Kenya is one of the fastest urbanizing countries in Sub-Saharan Africa and incidence of urban poverty has been on the rise. Slum dwellers’ access to basic services such as water, sanitation, electricity, and transportation is very poor. The local utility, Kenya Power and Lighting Company (KPLC) would like to increase connections in slum areas in order to meet targets for new connections, reduce theft and vandalism, and raise quality of life in the slums. Complaint The complaint raised concerns about electricity poles obstructing the road, encroachment on private land, and threats to public safety from improper installation of the poles. The complainant also expressed the view that the public had not been adequately consulted. The complainant asked that the World Bank and KPLC, the implementing agency, make a visit to the area to assess and address the situation. Resolution The GRS engaged with the complainant and the World Bank project team to ensure that the complaint could be examined and addressed in a timely manner. The project team solicited the intervention of KPLC to address the problem raised. KPLC subsequently made several site visits accompanied by World Bank staff. Remedial actions were developed, including an audit of pole installation and immediate rectification of any identified issues; meeting with the complainant and other affected persons; review by World Bank safeguard staff and KPLC of the project grievance process to ensure that it remains transparent and responsive in any future complaints; and documented stakeholder engagement by KPLC. Site visits ascertained that three power poles were on private property and it was agreed that these would be removed. In addition, KPLC undertook to carry out stakeholder engagement to consult residents on issues of safety, security, new connections and wayleaves. Pending issues: The Project Engineer has not been able to remove the three poles from the private property. Some structures were built after the pole installation and need to be removed by their owner before the poles can be removed. KPLC has been unable to hold a baraza (public meeting) with property owners as the latter did not attend two arranged sessions. Status Actions currently under implementation – GRS monitoring. SELECTED CASES 13 KENYA PROJECT AT A GLANCE Transport Sector Support Project (P124109) • Board approval date: April 21, 2011 • Region: Africa • Sector: Transport & ICT Global Practice Complaint Received • Environmental category: B June 2017 • Closing date: December 31, 2018 Project Background The objectives of the Transport Sector Support Project for Kenya are to: (a) increase the efficiency of road transport along the Northern Corridor and the Tanzania-Kenya-Sudan road corridor; (b) enhance aviation safety and security to meet international standards; and (c) improve the institutional arrangements and capacity in the transport sector. There are four components to the project: rehabilitation and improvement of roads, roadside facilities and road safety interventions; institutional strengthening and capacity building in the transport sector; support to the Kenya Airports Authority; and support to the Kenya Civil Aviation Authority. Complaint The complainant raised concerns about health impacts due to dust, vehicle fumes, noise during and post construction, and house cracks and vibration due to road construction works, as well as design changes undertaken without consultation of the affected people. The complainant requested the implementing agency to collect baseline data before construction began. Resolution The GRS worked with the project team, which met with the complainant, visited the site in conjunction with the implementing agency, KeNHA, and discussed and agreed on remedial actions. The GRS maintained contact with the complainant throughout the implementation of the actions. Some measures were carried out immediately, including sharing the Contractor Environmental and Social Management Plan with affected people, which included mitigation measures for environmental impacts caused by civil works; and sharing the baseline data on the issues of concern, such as air quality and noise. Other actions required a longer implementation period. These included a structural integrity assessment of the houses close to the road, and a baseline survey on the issues in the complaint, such as air quality assessment, noise level assessment, updating the stakeholder engagement plan and carrying out engagements with the residents along the road alignment. The remedial actions addressing the complaint also included improving the grievance mechanism to ensure that it was accessible and robust. An additional measure was to carry out further stakeholder mapping to consider relevant additional stakeholders, including other housing estates along the road alignment. KeNHA also committed to communicating to stakeholders the road design changes that had led to a reduction in land acquisition and number of stakeholders affected, since the design changes meant that a service road no longer needed to be built. Finally, as an ongoing commitment to ensure complaints are properly managed, KeNHA committed to respond to all communications from complainants in time, and maintain adequate records of complaints. Status Actions under implementation – GRS monitoring. 14 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 KENYA PROJECT AT A GLANCE Water and Sanitation Service Improvement • Board approval date: December 20, 2007 Project (P096367) • Region: Africa • Sector: Water • Environmental category: B Complaint Received • Closing date: December 31, 2019 August 2017 Project Background The Water and Sanitation Service Improvement Project is aimed at increasing access to reliable, affordable and sustainable water supply and sanitation services; and improving the water and wastewater services in the areas served by Athi Water Services Board (AWSB), Lake Victoria North Water Services Board and Coast Water Services Board. The Northern Collector Tunnel Phase I (NCT1) supported under the project consists of a tunnel that will transfer raw water through approximately 11.8 km from intakes at the Maragua, Gikigie and Irati Rivers to an outlet at the Githika River near Makomboki, upstream of the existing Thika (Ndaikaini) Reservoir, which serves Nairobi County, into which the water will be transferred. The NCT1, which aims to reduce water shortages in Nairobi City, is the largest contract under the project and is implemented by AWSB. Complaint In August 2017, the GRS received a complaint from a worker, who wished to maintain confidentiality, about occupational health and safety issues in the workers’ camps, such as inadequate medical services for workers, and lack of payment of workers’ salaries in one of the subprojects supported by the project, the NCT1. The complaint also indicated that a worker had died during work hours and the death was not reported. Resolution The GRS immediately engaged with the complainant and with the project team to understand better the facts and the problems reported and whether they raised issues of non-compliance with the Environmental, Health and Safety Guidelines applicable to World Bank-supported projects as well as the project Environmental and Social Management Plan. The GRS liaised with the project team to advise on assessments and verifications to be made at project level and ensure that corrective actions with specific outcomes and timelines were developed. Issues to be assessed on site included: verifying the facts related to the claims in the complaint, including the allegation of a fatality at the construction site; the contractor’s compliance with its contractual obligations under the project, particularly with respect to health and safety provisions at the construction sites; and the contractor’s overall compliance with the project’s Environmental and Social Management Plan. The team’s evaluation also needed to determine whether all due compensation was paid to workers employed by the contractor at the project sites (e.g., salaries, overtime, social security payments). The project team and AWSB conducted fact-finding missions to verify the claims and prepared remedial actions to address the identified shortcomings. As part of its engagement, in October 2017 the GRS indicated to the complainant that the implementing agency had made arrangements to have an audit undertaken by an independent firm to evaluate labor, environmental and safety issues in relation to the contractor. The project team reviewed the terms of reference for the audit to ensure that labor issues were included. With respect to addressing health issues, two ambulances were posted at the construction site. The World Bank also requested that AWSB hire an interpreter to conduct interviews with foreign workers as needed. AWSB also requested the contractor to provide evidence of payment to its foreign workers. The contractor confirmed that there had been a delay in payment of salaries but that they SELECTED CASES 15 had since been fully paid. The contractor also committed to provide evidence of payments, which would be verified by the independent audit. The death of the worker reported in the complaint was also investigated with assistance from local police. Status Actions under implementation. At the time of writing, the GRS had conducted a monitoring mission to the project area to assess progress in implementing the actions and review additional issues, such as labor influx impacts and effectiveness of the GRM, which are commonly associated with the concerns raised in the complaint received. KENYA PROJECT AT A GLANCE Mediation Process: Kenya Electricity Expansion Project (P103037) • Board approval date: May 27, 2010 • Region: Africa • Sector: Energy & Extractives Global Practice • Environmental category: A Background • Closing date: December 31, 2017 The GRS successfully co-facilitated a mediation process in collaboration with the Complaints Mechanism (CM) of the European Investment Bank (EIB), which is also a management-led complaints mechanism. The mediation process aimed at resolving a dispute between Maasai communities living in the project area of Olkaria and the project implementing agency, KenGen. The joint GRS/CM facilitation work led to the finalization and signing of a mediation agreement between the parties in May 2016 during a third and final mediation session. The agreement provides for corrective actions under the project’s Resettlement Action Plan and delivery of further benefits to the community, including additional cash compensation. Fifteen out of sixteen Maasai community representatives signed the agreement, which was presented to the whole community at a baraza (public community meeting) on June 10, 2016 and was supported by a clear majority. Actions agreed under the mediation agreement were subsequently reflected in an Action Plan that World Bank Management presented to the Board of Executive Directors in response to the findings of an investigation report prepared by the Inspection Panel, to which the Maasai had submitted a Request for Inspection. Status A joint GRS – EIB CM monitoring mission was carried out in May 2017. The mission assessed the status of implementation of the mediation agreement commitments of both KenGen and the community. The team visited the resettlement location, called RAPland, to verify progress in implementation of works in providing water supply, upgrading roads and securing soil stability. One of the most important issues extensively reviewed by the team during the visit related to the process of transferring land titles to RAPland and to the Cultural Center to the project-affected people, which had not yet been initiated at the time of the mission. At the time of writing, some issues pending in 2017 had been resolved and the transfer process was moving forward. Other issues discussed with stakeholders and reviewed included: results of the post-resettlement clinic to identify any project-affected person that may have been excluded from the 2009 census and did not receive entitlements under the project; and the status of livelihood restoration activities, including skill training for affected people. These issues were addressed. 16 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 BANGLADESH PROJECT AT A GLANCE Coastal Embankment Improvement Project • Board approval date: June 26, 2013 (P128276) • Region: South Asia • Sector: Social, Urban, Rural and Resilience Global Practice Complaint Received • Environmental category: A March 2017 • Closing date: December 31, 2020 Project Background The Coastal Embankment Improvement Project for Bangladesh has five components: (a) rehabilitation and improvement of polders to increase community resilience to tidal flooding and storm surges; (b) implementation of environmental and social management frameworks and plans to support consultation with and strengthening of polder stakeholders and beneficiaries; (c) construction supervision, monitoring and evaluation of project and coastal zone monitoring; (d) project management, technical assistance, training and strategic studies to support the Bangladesh Water Development Board in implementing the project; and (e) contingent emergency response. Complaint The complaint concerned earth that was removed from the complainant’s property by the project contractor for use in constructing coastal embankments. The complainant alleged that this removal rendered the land unusable for agriculture. Resolution The project team contacted the project implementing unit, which met with the complainant concerning the removal of earth. The complaint was found to be valid, and appropriate compensation was paid to the complainant, with an agreement signed in the presence of witnesses. Status The complaint was closed. Outreach activities Outreach activities to make the GRS better known to World Bank staff and communities affected by World Bank-financed projects included specific training sessions for World Bank staff, information meetings, external outreach to NGOs, and presentations at international conferences. Internal staff training sessions on the safeguard policies routinely include a presentation on the GRS. The GRS also has held information meetings with NGOs attending the World Bank’s Spring and Annual Meetings to present the work of the GRS, answer questions and establish a dialogue with stakeholders. The GRS maintains a website (http://www.worldbank.org/grs) and a central complaints register to monitor and track grievance redress progress, which is posted on the website. Since January 2015, the Project Appraisal Document (PAD) of all projects/programs financed by the World Bank includes information for project stakeholders about available avenues to submit complaints on project related issues. This information mentions project-level GRMs, the GRS and the Inspection Panel. The language included in the Investment Project Financing PADs reads as follows: Grievance Redress. Communities and individuals who believe that they are adversely affected by a World Bank (WB) supported project may submit complaints to existing project-level grievance redress mechanisms or the WB’s Grievance Redress Service (GRS). The GRS ensures that complaints received are promptly reviewed in order to address project-related concerns. Project affected communities and individuals may submit their complaint to the WB’s independent Inspection Panel which determines whether harm occurred, or could occur, as a result of WB non- compliance with its policies and procedures. Complaints may be submitted at any time after concerns have been brought directly to the World Bank's attention, and Bank Management has been given an opportunity to respond. For information on how to submit complaints to the World Bank’s corporate Grievance Redress Service (GRS), please visit http://www.worldbank.org /GRS For information on how to submit complaints to the World Bank Inspection Panel, please visit www. inspectionpanel.org Similar and program specific language is included in the PADs of Development Policy Financing and Program- for-Results operations. 17 18 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 Learning lessons The GRS is an effective tool to help manage risks in World Bank-financed projects by facilitating early identification of issues, and assessment and resolution of project-related complaints. Thus, the GRS is helping the World Bank support Borrowers to mitigate and correct harm to people and/or the environment that may have resulted from projects it supports. At the same time, GRS engagement can present an additional tool to enhance project supervision through its support to project teams to identify, assess and address in a timely manner issues emerging in project implementation. The engagement with project-affected people fostered by the GRS process also provides an additional mechanism for citizens’ participation in projects that affect them. The registering of cases allows the GRS to keep senior Management informed of the number and type of issues raised on various projects, which can help in determining whether institutional action may be warranted. It also strengthens the learning process by identifying sectors or areas that call for additional attention or improvement. Learning from the complaints management process is an important part of the evolving GRS function. The GRS provides feedback and lessons learned from past complaints to foster institutional learning on how such lessons can be applied in new and existing operations. This aims at increasing the knowledge and understanding of World Bank staff involved in preparing and supporting the implementation of World Bank-financed projects. The analysis of GRS cases also allows World Bank senior Management to recognize and consider potentially underlying systemic issues that may lead to repeated or similar complaints. Thus, the GRS delivers staff training, which includes lessons learned on selected issues, to raise awareness of staff and Management. This includes focused discussions with staff, regional management teams or safeguard staff working on lending operations, to highlight trends or patterns observed. Annex 1 • 2017 Complaints Register Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Raises procurement-related issues. CAS-00267- Ethiopia Competitiveness 1/9/2017 Ethiopia p143302 Procurement Referred to responsible Procurement F6X1N6 and Job Creation Manager. Solution implementation - Complaint Environmental raises concerns about road CAS-00108- Kenya W3 GPOBA Solution 1/11/2017 Kenya P125388 and/or Social obstructions and other community C7P1B8 Electricity (P125388) Phase Issues health and safety issues resulting from project implementation. Raises procurement-related issues. CAS-00266- Turkey Renewable 1/12/2017 Turkey p144534 Procurement Referred to responsible Procurement Y2Z3C1 Energy Integration Manager. Outside GRS mandate - Referred to Somalia Somali CAS-00206- Fraud and/or No project INT. Raises allegations of favoritism 1/13/2017 Somalia p152241 Core Institutions and Inadmissible T8J0B5 Corruption related harm and regionalism regarding allocation Opportunities of grants. Kenya Western Kenya Raises procurement-related issues. CAS-00433- Community Driven 1/18/2017 Kenya p074106 Procurement Referred to responsible Procurement D3P6Q9 Development and Flood Manager. Mitigation Outside GRS mandate - Referred to CAS-00207- Nepal Earthquake Fraud and/or No project 1/19/2017 Nepal p155969 Inadmissible INT. Raises allegations of fraud and L6T9L9 Housing Reconstruction Corruption related harm corruption. Raises procurement-related issues. CAS-00265- Pakistan Sindh 1/26/2017 Pakistan p128307 Procurement Referred to responsible Procurement S8L4H0 Agricultural Growth Manager. Outside GRS mandate - Complaint Environmental CAS-00208- Somalia - No Bank Not related to not related to Bank project. Requests 2/2/2017 Inadmissible and/or Social D4W3R8 project identified a Bank Project assistance for people suffering from Issues drought and for refugees. Raises procurement-related issues. CAS-00264- India Madhya Pradesh 2/10/2017 India p155303 Procurement Referred to responsible Procurement Y7T8Y9 Urban Development Manager. Issues India Amaravati Environmental Complaint raises concerns about the CAS-00107- considered by 3/1/2017 India p159808 Sustainable Capital City Closed and/or Social extent of land acquisition under the G2V0H2 the Inspection Development (APCCDP) Issues project. Panel 19 20 Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome India Third Eastern Environmental Solution implementation - Complaint CAS-00087- Solution 3/5/2017 India p150158 Dedicated Freight and/or Social raises concerns about payments of M0N3L5 Phase Corridor Issues compensation not yet occurred. Afghanistan National Raises procurement related issues. CAS-00263- 3/7/2017 Afghanistan p143841 Horticulture and Procurement Referred to responsible Procurement F1P1P5 Livestock Productivity Manager. Referred - Complaint raises concerns regarding consultation process for Environmental wildlife management plan and reserve CAS-00124- Cameroon Ngoyla Solzution 3/8/2017 Cameroon p118018 and/or Social boundaries. Q7L4B2 Mintom Phase Issues Complaint handled by task team with monitoring and support from GRS. Referred - Complaint raised concerns Environmental regarding impacts from quarry dust. CAS-00126- Ethiopia Mizan Dima Solution 3/13/2017 Ethiopia p117731 and/or Social F1D1X2 Road Phase Complaint handled by task team with Issues monitoring and support from GRS. Raises procurement-related issues. CAS-00214- Kenya Electricity 3/14/2017 Kenya p120014 Procurement Referred to responsible Procurement N8N3N8 Modernization Manager. Referred - Complaint alleges harm Environmental through: salary cut for teachers. CAS-00125- Afghanistan Second Solution 3/15/2017 Afghanistan p132742 and/or Social S1T8X2 Skills Development Phase Complaint handled by task team with Issues monitoring and support from GRS. Environmental CAS-00216- Nigeria State Health No project Outside GRS mandate - Request for 3/16/2017 Nigeria p149936 Inadmissible and/or Social Z0C6L0 Investment related harm financial assistance. Issues Raises procurement-related issues. CAS-00220- Ukraine Crop Receipts 3/16/2017 Procurement Referred to responsible Procurement W4Q7C3 (IFC) Management - IFC. Raises procurement-related issues. CAS-00221- 3/17/2017 Uzbekistan p113349 Uzbekistan Health 3 Procurement Referred to responsible Procurement N8G6L6 Manager. Referred - Complaint alleges analysis of impacts does not take into account Environmental potential impacts of the program on CAS-00145- Bulgaria Energy Solution 3/29/2017 Bulgaria p154710 and/or Social fauna species in the area. R4Y2W4 Efficiency PforR Phase Issues Complaint handled by task team with monitoring and support from GRS. Construction impact: living conditions Environmental Complainant deteriorated because of demolitions CAS-00146- 3/29/2017 China p117341 China HaJia Railway Closed and/or Social did not accept around complainant's house. J9G8B9 Issues solution Complainant would like his family to be G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 resettled. Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Bangladesh Coastal Environmental CAS-00149- Complaint Raises issues regarding land 3/29/2017 Bangladesh p128276 Embankment Closed and/or Social R8G0X4 addressed acquisition. Improvement Issues Zambia Lusaka Outside GRS mandate – Referred to CAS-00222- Fraud and/or No project 3/30/2017 Zambia P133184 Transmission and Inadmissible INT. Complaint raises issues related to C2R3G1 Corruption related harm Distribution fraud and corruption. Raises procurement-related issues. CAS-00217- IFC Project - Gender 3/30/2017 Procurement Referred to responsible Procurement M9M2M8 Housing Finance Pilot Management - IFC. Outside GRS mandate - Seeking Environmental CAS-00211- Ghana - No Bank project Not related to involvement in water and sanitation 3/31/2017 Inadmissible and/or Social N9L3J3 identified a Bank Project sector of complainant's NGO. No Issues ANNEX 1 • 2017 COMPLAINTS REGISTER identified project. Raises procurement-related issues. CAS-00218- Paraguay Energy Sector 3/31/2017 Paraguay p114971 Procurement Referred to responsible Procurement Q2Q6L9 Strengthening Manager. Environmental CAS-00212- India – No Bank project No project Request for financial assistance - Not 4/3/2017 Inadmissible and/or Social J5J7X4 identified related harm Project related. Issues Raises procurement-related issues. CAS-00219- Pakistan FATA 4/5/2017 Pakistan p128966 Procurement Referred to responsible Procurement V7V7Z5 Emergency Rural Roads Manager. Environmental Solution formulation - Complaint CAS-00213- India Punjab State Road Solution 4/9/2017 India p090585 and/or Social concerns road safety issues and S8W6J9 Sector Phase Issues request for bypass. Referred - Complaint raises concerns Environmental regarding land acquisition and CAS-00152- Solution compensation. 4/18/2017 Vietnam p116398 Vietnam Medium Cities and/or Social X1K7B3 Phase Issues Complaint handled by task team with monitoring and support from GRS. Solution implementation - Complaint Environmental CAS-00154- Kenya Water and Solution concerns problems during construction 5/6/2017 Kenya p156634 and/or Social R2L1Z6 Sanitation Development Phase activities as well as land acquisition Issues issues. Environmental CAS-00209- Tanzania Dar es Salaam Complaint Raises issues with land acquisition and 5/14/2017 Tanzania p150496 Closed and/or Social K0F1J7 Maritime Gateway addressed displacement. Issues Environmental CAS-00230- Cameroon - No Bank Not related to Seeks financial assistance for local 5/15/2017 Inadmissible and/or Social T4Y9F0 project identified a Bank Project public sanitation/flood prevention. Issues 21 22 Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Referred - Complaint raises concerns Environmental about compensation issues. CAS-00346- India Second Tamil Nadu Solution 5/15/2017 India p143751 and/or Social G5C0C2 Road Sector Phase Complaint handled by task team with Issues monitoring and support from GRS. Raises procurement-related issues. CAS-00227- Ukraine Second Urban 5/18/2017 Ukraine p132386 Procurement Referred to responsible Procurement W6B8W4 Infrastructure Manager. Raises procurement-related issues. CAS-00223- Romania Health Sector 5/26/2017 Romania p145174 Procurement Referred to responsible Procurement N1C7H3 Reform Manager. Raises procurement related issues. CAS-00226- 5/28/2017 Afghanistan p129663 Afghanistan SEHAT Procurement Referred to responsible Procurement R5F0X5 Manager. CAS-00439- Romania - No Bank Fraud and/or Not related to Project not identified. Concerns issues 5/29/2017 Romania Inadmissible M6L0R7 project identified Corruption a Bank Project related to fraud or corruption. Environmental CAS-00229- Rwanda - No Bank Not related to Complaint on Doing Business report on 5/30/2017 Inadmissible and/or Social F6S0Y6 project identified a Bank Project Rwanda. Not related to Bank project. Issues Environmental Solution implementation - Complaint CAS-00224- Uganda Electricity Sector Solution 5/31/2017 Uganda p119737 and/or Social concerns delay in compensation for Q2F9Y1 Development Phase Issues land acquisition. India Third Eastern Environmental CAS-00389- Complaint Complaint raises issues related to land 5/31/2017 India p150158 Dedicated Freight Closed and/or Social R2W9Q5 addressed acquisition and compensation. Corridor Issues Solution implementation - Concerns Environmental CAS-00228- Kenya Transport Sector Solution about noise, vibrations and emissions 6/5/2017 Kenya p124109 and/or Social R5S8G7 Support Phase and impact on housing - possible need Issues for resettlement. Outside GRS mandate - Alleges Environmental CAS-00231- Pakistan Social Safety No project problems with survey methods and 6/8/2017 Pakistan p103160 Inadmissible and/or Social X5Z3R6 Net related harm raises issues related to the pursuit of Issues employment. Environmental Solution implementation - Complaint CAS-00232- India Punjab State Road Solution 6/8/2017 India p090585 and/or Social concerns land acquisition issues for G0J5Q0 Sector Phase Issues project. Environmental Solution implementation - Complaint CAS-00233- India Punjab State Road Solution 6/8/2017 India p090585 and/or Social raises issues relating to compensation P1D1J9 Sector Phase Issues for land acquisition. Solution implementation - Complaint Environmental raises issues concerning compensation CAS-00234- India Punjab State Road Solution 6/10/2017 India p090585 and/or Social for land acquisition Q1H5B5 Sector Phase Issues G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 Multiple complainants received. Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Environmental Solution implementation - Complaint CAS-00235- India Punjab State Road Solution 6/10/2017 India p090585 and/or Social concerns Issues related to L4V1G5 Sector Phase Issues compensation for land acquisition. Environmental Solution implementation - Complaint CAS-00236- India Punjab State Road Solution 6/10/2017 India p090585 and/or Social concerns issues related to Q0F5C7 Sector Phase Issues compensation for land acquisition. Solution formulation - Complaint Environmental CAS-00237- Pakistan Tarbela 4th Solution concerns compensation for 6/14/2017 Pakistan P115893 and/or Social M6V8Y6 Extension Phase resettlement under Ghazi-Barotha and Issues Tarbela projects. CAS-00240- India National Dairy Fraud and/or No project Outside GRS mandate - Referred to 6/15/2017 India p107648 Inadmissible Q0T5K8 Support Corruption related harm INT. Raises issues of corruption. ANNEX 1 • 2017 COMPLAINTS REGISTER India Partial Risk Sharing Environmental CAS-00239- No project Outside GRS mandate - Raises issues 6/15/2017 India p132620 Facility for Energy Inadmissible and/or Social D0Y4D6 related harm related to the pursuit of employment. Efficiency Issues Bangladesh Coastal Environmental Solution implementation - Complaint CAS-00238- Solution 6/15/2017 Bangladesh p128276 Embankment and/or Social raises issues regarding land acquisition Q2Q1Y4 Phase Improvement Issues and compensation. Referred - Complaint raises concerns Bangladesh Coastal Environmental about implementation of resettlement CAS-00345- Solution plan. 6/16/2017 Bangladesh p128276 Embankment and/or Social Z4F9T7 Phase Improvement Issues Complaint handled by task team with monitoring and support from GRS. Kenya Nairobi Raises procurement-related issues. CAS-00242- 6/18/2017 Kenya p107314 Metropolitan Services Procurement Referred to responsible Procurement V4Q4Z5 Improvement Manager. Raised issues regarding selection Environmental CAS-00388- Pakistan KP Southern Insufficient of community groups benefiting 6/21/2017 Pakistan p130835 Closed and/or Social H8T1Z8 Area Development information from project. Closed due to lack of Issues information. Referred - Project closed – Complaint Environmental alleges non-payment of compensation CAS-00343- Cameroon Kribi Gas 6/22/2017 Cameroon p110177 Inadmissible and/or Social Project closed for land and assets affected by L4M7Y2 Power Issues transmission line. Task Team forwarded to PIU to address. Pakistan Enhanced Environmental CAS-00261- No project Outside GRS mandate - Raises issues 6/22/2017 Pakistan p131850 Nutrition for Mothers and Inadmissible and/or Social X7S3V8 related harm related to the pursuit of employment. Children Issues Raises procurement-related issues. CAS-00260- India Jhelum and Tawi 6/28/2017 India p154990 Procurement Referred to responsible Procurement T8L5S7 Flood Recovery Manager. 23 24 Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Environmental Solution formulation - Raises issues CAS-00259- Pakistan Second Sindh Solution 7/4/2017 Pakistan p125952 and/or Social regarding selection process for B4C5G4 Education Phase Issues schools. Referred - Complaint raises number of environmental and social issues Environmental regarding design and implementation CAS-00342- Lebanon Water Supply Solution 7/17/2017 Lebanon p125184 and/or Social of the project. R3G1T7 Augmentation Phase Issues Complaint handled by task team with monitoring and support from GRS. Nigeria Agro Environmental CAS-00258- Processing, Productivity No project Outside GRS mandate - No alleged 7/19/2017 Nigeria p148616 Inadmissible and/or Social S5F9L0 Enhancement, Livelihood related harm harm. Issues Improvement Raises procurement-related issues. CAS-00256- Uzbekistan Health 7/25/2017 Uzbekistan p113349 Procurement Referred to responsible Procurement F8J1M0 System Improvement Manager. Raises procurement-related issues. CAS-00257- Kenya GPE Primary 7/25/2017 Kenya p146797 Procurement Referred to responsible Procurement W8S8R2 Education Development Manager. CAS-00255- Somalia Urban Fraud and/or No project Outside GRS mandate - Referred to 7/26/2017 Somalia p150374 Inadmissible Z5Y0G0 Investment Planning Corruption related harm INT. Raises issues related to corruption. India Bihar Integrated Raises procurement-related issues. CAS-00254- 7/28/2017 India p118826 Social Protection and Procurement Referred to responsible Procurement J5D8S8 Strengthening Manager. Raises procurement-related issues. CAS-00253- China Chongking Urban 8/2/2017 China p126210 Procurement Referred to responsible Procurement G6Z7J6 Rural Integration Manager. Raises procurement-related issues. CAS-00252- India Tamil Nadu Rural 8/8/2017 India P157702 Procurement Referred to responsible Procurement H5W1V6 Transformation Manager. Raises procurement-related issues. CAS-00251- India Punjab State Road 8/9/2017 India p090585 Procurement Referred to responsible Procurement Y4N7Q0 Sector Manager. Kenya Water and Environmental CAS-00249- Solution Solution implementation - Complaint 8/16/2017 Kenya p126637 Sanitation Services and/or Social T1P0G3 Phase raises worker safety issues. Improvement Issues Raises procurement-related issues. CAS-00248- Kenya GPE Primary 8/16/2017 Kenya p146797 Procurement Referred to responsible Procurement F1K0Y4 Education Development Manager. Environmental Project not identified. Complaint CAS-00247- Somalia – No Bank Not related to 8/18/2017 Inadmissible and/or Social concerns project implementation D1C5J4 project identified a Bank Project G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 Issues issues. Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Mauritania West Raises procurement-related issues. CAS-00246- Western Africa Regional 8/23/2017 p123093 Procurement Referred to responsible Procurement D8H9X2 Africa Communications Manager. Infrastructure Environmental Solution implementation - Complaint CAS-00245- India National Cyclone Solution 8/26/2017 India p148870 and/or Social raises issues related to land acquisition H5V3B1 Risk Mitigation Phase Issues and compensation Environmental More information requested CAS-00244- Kenya – No Bank project Not related to 8/30/2017 Inadmissible and/or Social from complainant - Concerns C9W0D2 identified a Bank Project Issues communications issues. Environmental Solution implementation - Complaint CAS-00243- Mozambique Integrated Solution 8/30/2017 Mozambique p127303 and/or Social concerns delay in payment of grant to S3T7W5 Growth Poles Phase ANNEX 1 • 2017 COMPLAINTS REGISTER Issues small business. Vietnam Results- Referred - Complaint concerns land Based National Urban Environmental acquisition and compensation issues. CAS-00341- Solution 9/6/2017 Vietnam p143596 Development Program and/or Social L1F5F7 Phase Complaint handled by task team with - Northern Mountains Issues PforR monitoring and support from GRS. India Second Karnataka Environmental Solution implementation - Complaint CAS-00351- Solution 9/9/2017 India p107649 State Highway and/or Social alleges that structure built under the M6J3V7 Phase Improvement Issues project creates damages to properties. Referred - Raises issues regarding land Environmental acquisition and compensation. Project CAS-00397- VIetnam HCMC Flood dropped. 9/11/2017 Vietnam p149696 Inadmissible and/or Social Project closed S4Z1R8 Risk Management Issues Complaint handled by task team with monitoring and support from GRS. Complaint raised issues related to West Bank and Environmental community health impacts from a CAS-00471- West Bank Gaza Solid Waste 9/20/2017 p054051 Inadmissible and/or Social Project closed landfill. GRS supported the team in C8H4V2 and Gaza and Environmental Issues engaging authorities to find solutions Management to the issue Outside GRS mandate - Referred to CAS-00349- Indonesia Village Fraud and/or No project 9/20/2017 Indonesia p128832 Inadmissible INT. Complaint raises issues related to K8R2N5 Innovation Program Corruption related harm fraud and corruption. Raises procurement-related issues. CAS-00350- Sao Tome STP Power Sector 9/20/2017 p157096 Procurement Referred to responsible Procurement M7K8L4 and Principe Recovery Manager. Referred - Complaint raises issues Environmental related to siting of treatment plant and CAS-00339- Peru Cusco Regional Solution landfill. 9/22/2017 Peru p117318 and/or Social Y9X4V5 Development Phase Issues Complaint handled by task team with monitoring and support from GRS. 25 26 Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Environmental Referred - Raises environmental issues. CAS-00337- Congo, Congo Forest and Solution 9/25/2017 p124085 and/or Social Complaint handled by task team with X4R4N3 Republic of Economic Diversification Phase Issues monitoring and support from GRS. Raises procurement-related issues. CAS-00347- Kenya Electricity 9/25/2017 Kenya p120014 Procurement Referred to responsible Procurement H4K8X6 Modernization Manager. Referred - Complaint concerns land Environmental acquisition issues. CAS-00332- Georgia Transmission Solution 10/9/2017 Georgia p147348 and/or Social T3D4D9 Grid Strengthening Phase Complaint handled by task team with Issues monitoring and support from GRS. Referred - Complaint concerns Western Africa Abidjan Environmental issues related to land acquisition and CAS-00331- Western Solution compensation. 10/11/2017 p116323 Lagos Trade and and/or Social J5V9R0 Africa Phase Transportation Facilitation Issues Complaint handled by task team with monitoring and support from GRS. Referred - Complaint alleges lack of Environmental consultation and damages from project CAS-00329- Mali Urban Local Solution construction. 10/12/2017 Mali p116602 and/or Social S0M1F7 Government Support Phase Issues Complaint handled by task team with monitoring and support from GRS. Ivory Coast Additional Referred - Complaint concerns land Environmental acquisition and compensation. CAS-00330- Financing of the Ivory Solution 10/12/2017 Cote d'Ivoire p124715 and/or Social B1R1F7 Coast Infrastructure Phase Complaint handled by task team with Issues Renewal monitoring and support from GRS. Referred - Complaint concerns Environmental resettlement and land acquisition CAS-00328- Nigeria Erosion and Solution issues. 10/16/2017 Nigeria p124905 and/or Social G9K3M5 Watershed Management Phase Issues Complaint handled by task team with monitoring and support from GRS. Zambia Lusaka Raises procurement-related issues. CAS-00285- 10/20/2017 Zambia p133184 Transmission and Procurement Referred to responsible Procurement V5C9R2 Distribution Manager. Bangladesh Coastal Environmental CAS-00293- Solution Solution formulation - Complaint raises 10/30/2017 Bangladesh p128276 Embankment and/or Social X7C2R0 Phase issues related to land acquisition. Improvement Issues Raises procurement-related issues. CAS-00286- Burkina Urban Water 10/31/2017 Burkina Faso p106909 Procurement Referred to responsible Procurement L4L7J6 Sector Manager. Raises procurement-related issues. CAS-00353- Nigeria Erosion and 11/1/2017 Nigeria p124905 Procurement Referred to responsible Procurement W6N7X5 Watershed Management Manager. G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Somali Core Economic Environmental Complaint raises issues regarding CAS-00375- Complaint 11/1/2017 Somalia p152241 Institutions and Closed and/or Social selection of subprojects from business T6Q8B0 addressed Opportunities Program Issues development fund under the project. Grenada Regional Environmental Solution formulation - Complaint raises CAS-00354- OECS Solution 11/9/2017 p117871 Disaster Vulnerability and/or Social issues concerning damages due to H1K3X1 Countries Phase Reduction Issues project construction. CAS-00355- Pakistan Punjab Health Fraud and/or No project 11/10/2017 Pakistan p123394 Inadmissible Raises issues related to fraud in hiring. Q8Z5L3 Sector Reform Corruption related harm Referred - Complaint raises issues of Environmental working conditions. CAS-00380- Eastern Africa Regional Rusumo Solution 11/14/2017 p075941 and/or Social S8M9X9 Africa Falls Hydroelectric Phase Complaint handled by task team with Issues monitoring and support from GRS. ANNEX 1 • 2017 COMPLAINTS REGISTER Referred - Complaint concerns land Environmental acquisition and compensation. CAS-00362- Vietnam Transmission Solution 11/16/2017 Vietnam p131558 and/or Social T8R0P4 Efficiency Phase Complaint handled by task team with Issues monitoring and support from GRS. Egypt First Fiscal Consolidation, Sustainable Energy, Environmental Complaint raises issues related to CAS-00366- Egypt, Arab 11/17/2017 p157704 and Competitiveness Intake and/or Social discrimination - Awaiting further K1Z9S7 Republic of Programmatic Issues information. Development Policy Financing Referred - Complaint raises issues Environmental related to land acquisition. and CAS-00363- Tanzania Dar es Salaam Solution compensation. 11/29/2017 Tanzania p150937 and/or Social Y8K5Y7 Urban Transport Phase Issues Complaint handled by task team with monitoring and support from GRS. Congo, Raises procurement-related issues. CAS-00365- 11/29/2017 Democratic p091092 DRC Urban Water Supply Procurement Referred to responsible Procurement J6J9R1 Republic of Manager. Eastern Electricity Highway Project under Environmental Solution formulation - Complaint raises CAS-00364- Solution 11/30/2017 Africa p126579 the First Phase of the and/or Social issues related to land acquisition and R0Z4V6 Phase Eastern Africa Power Issues compensation. Integration Program Referred - Raises issues regarding non- Cameroon CEMAC Environmental compliance with ESMP. CAS-00412- Central Solution 12/1/2017 p079736 Transport Transit and/or Social P0N9C2 Africa Phase Complaint handled by task team with Facilitation Issues monitoring and support from GRS. Environmental Complaint raises issues of CAS-00368- Egypt, Arab Egypt Strengthening 12/4/2017 p145699 Intake and/or Social discrimination - Awaiting further K7F9T5 Republic of Social Safety Net Issues information. 27 28 Case Receive Project Project Reason for Case Case Title Case Status Case Type Issues Raised Number Date Country Number inadmissibility Outcome Environmental Solution formulation - Complaint raises CAS-00369- Kazakhstan East West Solution 12/7/2017 Kazakhstan p128050 and/or Social issues related to land acquisition/ K7R0H4 Roads (CAREC) Phase Issues reclamation and compensation. Referred - Complaint raises concerns Congo, Environmental about EHS on construction site. CAS-00373- Solution 12/10/2017 Democratic p129713 DRC Urban Development and/or Social Q8P1Q8 Phase Complaint handled by task team with Republic of Issues monitoring and support from GRS. India 2nd Kerala Water Environmental Solution implementation - Raises issues CAS-00370- Solution 12/11/2017 India p121774 Supply and Rural and/or Social regarding project infrastructure in the G6L8N7 Phase Sanitation Issues community. South Sudan- Eastern Environmental CAS-00371- Africa Regional Transport, Solution Solution formulation - Complaint raises 12/11/2017 Africa P131426 and/or Social N4F6M1 Trade and Development Phase issues regarding road construction. Issues Facilitation Program Environmental CAS-00377- Kenya Informal No project Outside GRS mandate - Raises issues 12/13/2017 Kenya p113542 Inadmissible and/or Social T5S7R7 Settlements Improvement related harm related to the pursuit of employment. Issues Environmental Complaint raises issues regarding CAS-00374- Pakistan KP Southern 12/13/2017 Pakistan P130835 Intake and/or Social selection of villages for project V5F2M6 Area Development Issues benefits. Lao People's Lao PDR LA-Scaling-Up Raises procurement-related issues. CAS-00390- 12/15/2017 Democratic p130222 Participatory Sustainable Procurement Referred to responsible Procurement G5H1K0 Republic Forest Management Manager. Referred - Complaint raises issues Vietnam Hai Phong Environmental regarding land acquisition and CAS-00376- Solution compensation. 12/17/2017 Vietnam p111548 Urban Transport and/or Social Q0C9J1 Phase Development Issues Complaint handled by task team with monitoring and support from GRS. Referred - Complaint raises issues Bangladesh Municipal Environmental related to construction-related CAS-00378- Solution 12/19/2017 Bangladesh p133653 Governance and and/or Social damages and project design. N1T1K9 Phase Services Issues Complaint handled by task team with monitoring and support from GRS. Referred - Raises issue of wrongful Uganda Albertine Environmental CAS-00383- termination. Complaint handled by task 12/20/2017 Uganda p145101 Regional Sustainable Intake and/or Social C8Y5W2 team with monitoring and support from Development (ARSDP) Issues GRS. Raises procurement-related issues. CAS-00391- Egypt, Arab Egypt Farm Level 12/31/2017 p117745 Procurement Referred to responsible Procurement H9K5Y3 Republic of Irrigation Modernization Manager. G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 A N N E X 2 • O R G A N I Z AT I O N A L C H A R T 29 Annex 2 • Organizational Chart Board of Directors President Chief Executive Officer (CEO) Operations Policy and Vice President Vice President Country Services (OPCS) Africa Human Development Vice President Vice President Sustainable East Asia and Pacific Development Vice President Vice President Europe Equitable Growth, and Central Asia Finance and Institutions Vice President Latin Vice President America and Caribbean Infrastructure Vice President Middle East and North Africa Vice President South Asia 30 G R I E VA N C E R E D R E S S S E R V I C E - A N N U A L R E P O R T 2 0 1 7 For more information www.worldbank.org/grs grievances@worldbank.org