What is considered to be grievance?
a grievance is any issue or complaint that an aggrieved person or persons related to a project (that is, any stakeholder) may present in writing, verbally, over the phone, by fax, emails or any other media. The, grievances related to challenging the government’s eminent domain power cannot be entertained by PIU. So, broadly, any issue related to a project that adversely affects a person or a household (except eminent domain) considered a legitimate concern of grievance.
What is a grievance redress mechanism?
A grievance redress mechanism (GRM) is an arrangement for receiving, evaluating and facilitating resolution of affected people’s concerns, complaints, and grievances about the Yerevan Municipality’s social and environmental performance at the level of the project. A project level GRM provides an avenue by offering a reliable structure and set of approaches where affected people and the project staff can find effective solutions together.
How to make a complaint?
APs can register their complaints (if any) through the following email firstname.lastname@example.org or by calling +37410 52 09 73 or can make complaints verbally to respective specialists working in construction site, local administration or in PIU. Grievance information form can be downloaded from the following link
How to follow the resolution process?
Any complaint is registered in Grievance Redressal Registration and in ad-hoc electronic database under respective consecutive number to follow the resolution process. The officer receiving the complaints within one day will inform the complainant on the time needed for resolution of the grievance and will provide contact details of responsible department or specialists.
Key staff coordinating Grievance Redressal (Grievance redress committee)
Nora Martirosyan, Project Director, SUDIP
Sirak Gyulbudaghyan, Resettlement Specialist, SUDIP
Hasmik Karagulyan, Legal Specialist/Contracts Management Specialist, SUDIP
Ruzanna Voskanyan, Environmental Specialist, SUDIP
Anna Malikoyan, Public Relations and Communication Specialist, SUDIP
Artak Saghatelyan, Monitoring and Evaluation Specialist, SUDIP
Arus Hayrapetyan, Resettlement Specialist, Egis International
Davit Harutyunyan, Environmental, Health and Safety specialist,Vahagn and Samvel LLC
Sona Pohgosyan, Social Specialist, Vahagn and Samvel LLC
Tigran Grigoryan, Project Manager, Uptime LLC
Name Surname, APs representatives (To be specified)
Name Surname, Civil society organization representative (To be specified)
What is the content of the grievance application?
in the application AP should indicate his/her name, address, phone number, description of the issue and sign it. The grievance application also can be signed by the representative of the AP upon presentation of the authorization letter. In case of verbal complaints and phone calls also APs should provide aforementioned information to officer registering the grievance. The officer involved in the issue resolution process has a right to require additional information regarding the grievance and in case of refusal he/she can continue the review of the grievance without additional information or stop the process be informing the complainant in advance.
Grievance Response procedure
APs receive response to his/her complaint or inquiry in written form with reference to legal basis, specific document or procedure as reasoning for decision. In case of grievances written response will be given no later than in 30 days after receipt of the grievance in person with the signature verifying receipt or by registered mail. In case of inquiry the response is given within three working days. Involuntary resettlement, social and environmental grievances have their own separate procedures with fixed dates. In case of involuntary resettlement issues resettlement specialist reviews the grievance raised by AP and suggests solutions according to ADB Safeguard Policy Statement, Land Acquisition and Resettlement framework and Land Acquisition and Resettlement Plan approved by RoA Government and ADB afterwards official response of the PIU is provided to AP in written form in person or by registered mail. In case of environmental issues APs also can approach Contractor’s representative (construction foreman, engineer, social or environmental specialist) on-site and/ or register their suggestion /complain into the grievance registry book kept by Contractor at the field office established in the construction camp. In case of dissatisfaction Contractor will inform on further steps (see chart ). Should the AP be still not satisfied with the solution of his/her complain, the further opportunities are available. AP could next apply to Yerevan municipality no longer than one month after receipt of response from PIU. Yerevan Municipality will provide response within 15 working days. Regardless of grievance form or means grievances are monitored and coordinated by specialists of Grievance redress committee.
Can the AP send a grievance after the agreement is signed and/or compensation received?
Grievances presented after signature of agreements or receipt of compensation cannot be considered by PIU. Nevertheless APs have right to appeal to court’s decision regarding problematic points in agreement.
Can affected person go to court?
Grievance mechanism does not impede access to judicial mechanisms available in the country.
What are the key principles of GRM?
Proportionality The scope and form of a project grievance redress mechanism designed to fit the context and needs of a particular project. To scale a grievance mechanism to adverse impact on affected communities, the results of project social and environmental assessment are used to understand who will be affected and what the impacts on them are likely to be. Involvement The representatives from the affected community may be involved in the design of the GRM. Particularly they may be engaged in the identification of key factors that can contribute to evolving of further concerns. In addition, suggestion boxes, periodic community meetings and other communication methods to receive feedback may be helpful. Accessibility A grievance mechanism includes procedures for receiving, recording/documenting, and responding grievances in a reasonable period of time. The procedures should be easily accessible and understandable to diverse members of affected people, including more vulnerable group such as poor and women, and should be communicated to the affected community. Grievances received and responses provided should be documented, and reported back to the affected communities.