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Feedback Matters: Designing Effective Grievance Redress Mechanisms for Bank-financed Projects (Part 1: Theory)

David Post and Sanjay Agarwal

Publisher: World Bank’s Social Development Department

This note aims to provide project teams with a better understanding of GRMs so that they can help borrowers design GRMs that effectively collect and respond to stakeholders’ inquiries, suggestions, concerns, and complaints. Following the writers, well-designed and -implemented grievance redress mechanisms (GRMs) can help project management significantly enhance operational efficiency in a variety of ways, including generating public awareness about the project and its objectives; deterring fraud and corruption; mitigating risk; providing project staff with practical suggestions/feedback that allows them to be more accountable, transparent, and responsive to beneficiaries; assessing the effectiveness of internal organizational processes; and increasing stakeholder involvement in the project.

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