World Bank2013-02-262013-02-262012-01https://hdl.handle.net/10986/12524This note aims to provide project teams with a better understanding of grievance redress mechanisms (GRMs) so that they can help borrowers design GRMs that effectively collect and respond to stakeholders inquiries, suggestions, concerns, and complaints. Grievance redress systems can be designed to function at the project, sector, and country levels; this note focuses primarily on the project level. The GRM framework presented here is equally applicable to both basic grievance redress systems and those that are oriented to advanced information technology.en-USCC BY 3.0 IGOACCOUNTABILITYANTICORRUPTIONBENEFICIARIESBROADCASTSCIVIL SOCIETYCOMMUNITIESCOMMUNITY MEMBERSCOMMUNITY PARTICIPATIONCOMPETITIVENESSCOMPLAINTCOMPLAINTSCOMPLEXITYCORRUPTCORRUPT PRACTICESCORRUPTIONE-MAILE-MAIL ADDRESSENGINEERENGINEERSFRAUDGOOD GOVERNANCEGOVERNMENT OFFICESHUMAN RESOURCEIDENTITYINCOMEINFORMATION SYSTEMINFORMATION TECHNOLOGYINPUT MONITORINGINSIGHTSINTEGRITYINTERNAL PROCESSESINVESTIGATIONINVESTIGATIONSINVESTIGATORSJUDICIAL REVIEWJUDICIAL SYSTEMSLEARNINGMEDIAOPERATING ENVIRONMENTOPERATIONAL EFFICIENCYPMUPROCESS CHANGESPROCUREMENTPROGRAMSPROJECT BENEFICIARIESPROJECT MANAGEMENTPROJECT MANAGEMENT UNITPROJECT MONITORINGPUBLIC ADMINISTRATIONQUERIESQUERYRADIOREAL-TIME DATARESULTRESULTSSANCTIONSSERVICE DELIVERYSMSSOCIAL DEVELOPMENTSOCIAL INCLUSIONSOCIAL SUSTAINABILITYSUPERVISIONTELEPHONETIME PERIODTRACKING SYSTEMTRANSPARENCYUNIQUE IDUSERSUSESVALUE CHAINVARIETYVERIFICATIONWEBWorld Bank10.1596/12524