Overview of Grievance Redressal Mechanism (GRM)

The COVID Relief Effort for Afghan Communities and Households uses the existing robust GRM system of the Citizens Charter Afghanistan Project (CCAP), which is available at village /CDC level, Cluster level in cities, district/Nahia level, provincial/municipal level, and at central/HQ level. However, the targeted districts that are not covered under the CCAP, the NSP Community Participatory Monitoring and Grievances Redressing Committees (CPM/GRC) will be reactivated. Different uptake channels are open for the project beneficiaries and other stakeholders to lodge their grievances entertaining different platforms of grievance resolution.

Key Objectives of GRM

  • To respond to concerns and grievances of project affected parties in an adequate and timely manner
  • To ensure transparency and accountability in project decision-making and implementation
  • To improve the quality of program implementation by being responsive to concerns and issues raised by project affected parties
  • To pre-empt or reduce the potential for future grievances

Core Principles of GRM

The GRM entertains all types of complaints, comments, enquiries and suggestions, that relate to the COVID Relief Effort for Afghan Communities and Households project design and implementation. In order to ensure transparency in handling and processing of grievances, all COVID Relief Effort for Afghan Communities and Households stakeholders, especially complainants will be kept informed of the handling process and the outcome of the redressal process in a timely manner. Confidentiality is an integral part of fairness, and the identity and personal details of complainants will only be disclosed with those involved in the resolution of the grievance.

Citizens can submit their grievances regarding any element of the COVID Relief Effort for Afghan Communities and Households without any restriction through a variety of means as listed below:

·       Grievance Boxes: Should be located in a visible place in each community, District and Provincial Office, and at the Ministries in Kabul.

·       Personal Visit: Complainants can personally submit his/her grievance to one of the relevant Grievances Redressal Committee’s member.

·       Telephone Hotline: The complainant can report his/her grievance verbally to a dedicated telephone hotline 3330

·       Telephone Message: Complainant can send text massage of his/her grievance to a dedicated phone number.

·       Petition: Complainant can submit his/her written petition directly to one of the grievance handling committees (CPM/GRC at the village/CDC and cluster/GA levels, DCCMC at district level, PCCMC at the provincial level, MCCMC at the Central level.

·       Email: Those complainants who have access to the internet can send their grievances to emails address that provided in the Brochures and Posters.

                                             – Shekayat.ccap@ccnpp.org

                                             – Complains.KMDP@outlook.com

                                             – REACH.MRRDgrievance@ccnpp.org

·       Web Portal: An online web page will be under CC main website. 

Anonymous Complaints

This GRM ensures to consider all complainant’s (anonymous, or known) complaints irrespective of their nature, size and complexity. Therefore, all grievances, comments and suggestions received will be registered and processed the same. At the same time, feedback to the anonymous complainant is virtually impossible; however, the complainant will be able to notice the change if the Grievances is properly solved.

Timelines/Business Standards: All grievances, irrespective of their nature and size shall be considered and corrective actions must be taken within 10 days at CDC and Cluster Levels, 26 days at District, Provincial and Central levels.  All possible efforts will be made to complete the process within the shortest possible time and share the result to the complainant via email, phone and etc.

Tracking Grievance: 

The CC GRM ensure that each grievance is assigned a unique ID number by the system so that it can easily be tracked through various stages (Registration, Assigned/Referred to, Action Taken/ Result, Solution/Confirmation) with dates. This ID number will be shared with complainant in case she/he may want to track her/his grievance through the GRD/GRU focal points at District/Nahia, Province and Central level who have access to the GRM system.

GRM Call Center Weekly Report