Grievance Redress Mechanism Manual

The overall objective of this GRM is to ensure that the concerns, complaints, grievances, and suggestions of the FSRP stakeholders are promptly received, recorded, analyzed, and addressed in an effective, transparent, and participatory manner. CCARDESA has established a grievance redress procedure through which complaints can be handled and resolved that is culturally appropriate, transparent, accessible to all parties at no cost, and has a regular reporting system. Hence, this manual describes the procedures to be followed by CCARDESA in addressing complaints or concerns submitted by stakeholders who may be impacted by the Programme. It intends to provide clarity and predictability on how complaints will be received, assessed, sorted, resolved, and monitored.