World Bank2014-09-152014-09-152014https://hdl.handle.net/10986/20117Effectively 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.en-USCC BY 3.0 IGOACCOUNTABILITYACTION PLANACTION PLANSADBADMINISTRATIVE PROCESSESANTI-CORRUPTIONANTICORRUPTIONASSETSBENEFICIARIESBENEFICIARY FEEDBACKBEST PRACTICEBEST PRACTICESBIDDINGBLOGBRIBERYBRIBESBUSINESS INTELLIGENCECAPABILITYCAPACITY BUILDINGCAPITALSCASCELL PHONESCITIESCLINICSCOMMUNICATION STRATEGYCOMMUNICATION TECHNOLOGYCOMMUNITIESCOMMUNITY DEVELOPMENTCOMPLAINTCOMPLAINTSCONTACT INFORMATIONCORRECTIVE ACTIONSDAMAGE COMPENSATIONDEBIT CARDSDEMOCRACYDESCRIPTIONDISCRETIONDISPUTE RESOLUTIONDISTRICTSE-MAILELECTRICITYEMAIL ADDRESSEMAILSENGINEEREXTERNAL MONITORINGFINANCIAL INSTITUTIONSFINANCIAL RESOURCESFLEXIBILITYGEOGRAPHICAL AREAGOOD GOVERNANCEGOVERNMENT EMPLOYEESGOVERNMENT OFFICIALSHOUSEHOLD INCOMEHOUSEHOLDSICRICTIMPLEMENTATION COMPLETION REPORTIMPLEMENTING AGENCYINDEPENDENT MONITORINGINDIGENOUS PEOPLESINDIRECT IMPACTSINFRASTRUCTURE PROJECTSINSPECTIONINSTITUTIONINSTITUTIONAL SUPPORTINTEGRITYINTERNAL SYSTEMINTERNAL SYSTEMSINTERNATIONAL CONSULTANTINTERVENTIONSINVESTIGATIONINVESTIGATIONSIPKNOWLEDGE SHARINGLAND TENURELEARNINGLEGAL SYSTEMLEGISLATIONLIVELIHOODLIVELIHOODSLOCAL COUNCILSMANAGEMENT SYSTEMMATERIALMULTIPLE ACCESSMUNICIPALITIESNATURAL RESOURCESNEGOTIATIONNEIGHBORHOODNETWORKSNGOOPERATING ENVIRONMENTOPERATIONAL RISKPHONEPHONE NUMBERSPOLICY FORMULATIONPOLICY FRAMEWORKPORTFOLIOSPOVERTY ALLEVIATIONPOVERTY REDUCTIONPRIVATE SECTORPRIVATE SECTOR DEVELOPMENTPROBLEM SOLVINGPROCESS MONITORINGPROCUREMENTPROGRAMSPROJECT BENEFICIARIESPUBLIC ADMINISTRATIONPUBLIC INFORMATIONPUBLIC SERVICESRADIOREGIONAL DEVELOPMENTREGIONAL DEVELOPMENT BANKSRESETTLEMENTRESULTRESULTSRISK MANAGEMENTRURAL AREASRURAL DEVELOPMENTSAFETYSAFETY NETSSELF-HELPSERVICE DELIVERYSERVICE PROVIDERSSMSSOCIAL DEVELOPMENTSOCIAL SERVICESSTATE GOVERNMENTSUPERVISIONTARGETINGTECHNICAL ASSISTANCETELEPHONETELEVISIONTOWNSTRANSMISSIONTRANSPARENCYTRANSPORTTRUST FUNDSURBAN SERVICESUSERUSER INTERFACESUSERSVERIFICATIONVILLAGE COMMUNITIESVILLAGE LEVELVILLAGESWATER SUPPLYWEBWEB INTERFACEWORK FORCE10.1596/20117