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Global review of grievance redress mechanisms in World Bank projects (English)

Effectively addressing grievances from people impacted by World Bank projects is a core component of managing operational risk and improving a project’s results. Grievance redress mechanisms (GRMs) can be an effective tool for early identification, assessment, and resolution of complaints on projects. Understanding when and how a GRM may improve project outcomes can help both project teams and beneficiaries improve results. However, there is little data available on the prevalence, quality, or impact of GRMs in existing World Bank projects. This note provides a snapshot of current usage of GRMs in World Bank projects, a qualitative assessment of selected GRMs, and recommendations for improved risk management via GRM implementation and design. The goal of the review is to provide project staff and managers with: (i) a quantitative overview of current GRM application in project design; (ii) qualitative assessment of GRM implementation issues; and (iii) recommendations for improved risk management via GRM design and implementation.


  • Author

    Brown, Marie Jenkins, Bruce Leon, Patricia Seyedian, Aaron Inamdar, Amar

  • Document Date


  • Document Type

    Working Paper

  • Report Number


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  • Country


  • Region

    The World Region,

  • Disclosure Date


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  • Doc Name

    Global review of grievance redress mechanisms in World Bank projects

  • Keywords

    electricity sector;grievance redress mechanism;public service delivery responsibility;costs of conflict;number of beneficiaries;alternative dispute resolution;skill development program;portfolio risk management;success and failure;disbursement of fund;principle of transparency;resolution of dispute;Standard Bidding Documents;regional development bank;terms of use;spread of democracy;frequently asked question;grievance mechanism;budget support;Country Systems;improve risk;road administration;Safeguard Policies;beneficiary feedback;safeguard policy;diagnostic tool;project risk;internal system;citizen feedback;Cash Transfer;qualitative assessment;business warehouse;formal system;project execution;local council;corporate scorecard;external resource;project delays;business intelligence;quality datum;data quality;quantitative data;random sampling;portfolio review;external source;land acquisition;legal counsel;monitoring agency;independent complaints;operational risk;national legislation;land issue;domestic support;cultural context;existing capacity;representative sample;random selection;domestic capacity;involuntary resettlement;limited capacity;capacity assessment;regional breakdown;credible institution;regional data;internal resources;Land tenure;local citizen;real time;managing risk;business case;grievance management;national grievance;basic knowledge;traditional ways;Public Services;safeguards requirement;risk profile;baseline data;risk assessment;vulnerable group;sectoral breakdown;stakeholder consultation;anecdotal evidence;qualitative data;knowledge platform;complaints handling;active promotion;increased demand;legal contract;field visits;quantitative assessment;national system;court proceeding;mediating structure;civil works;central regions;results framework;affected persons;local papers;research assistance;legal system;local ngo;local ownership;unresolved dispute;safeguard specialist;local development;early warning;corrective action;water sanitation;project sponsor;water protection;response time;multiple channels;external monitoring;early identification;



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Brown, Marie Jenkins, Bruce Leon, Patricia Seyedian, Aaron Inamdar, Amar

Global review of grievance redress mechanisms in World Bank projects (English). Washington, D.C. : World Bank Group.