Grievance Redress Mechanism

Promotes for more prompt and efficient resolution of individual and collective complaints and provision of feedback on Climate Adaptation and Mitigation Program for Aral Sea Basin (CAMP4ASB)

GRM is a complaint and proposal consideration mechanism that provides an additional and accessible channel for submission of complaints and feedback to individuals and communities, if they suppose that at the regional level CAMP4ASB has or may have adverse consequences for them. GRM allows to improve the response efficiency and accountability level to the project beneficiaries, ensuring the prompt complaints and feedback consideration and processing, as well as problems identification and finding their solutions together with the stakeholders.

By increasing transparency and accountability, GRM seeks to reduce the project risk that unintentionally adversely affects citizens/beneficiaries and serves as an important feedback mechanism that can help to improve the project impact.

GRM considers complaints and feedback that:

  •   are related to the CAMP4ASB implementation

  •   are submitted by a person or community who believes they have been adversely affected by the project, for example on the issues such as:  

·         environment and social, including gender specific, labour, resettlement violation of the established rules and procedures
·           misuse of funds/lack of transparency or other financial management issues
·         abuse of authority by the Project Implementation Unit or Government officials
·           the project staff performance efficiency
·         reports on force majeure circumstances

  •  are submitted by a person or community who, in their opinion, can give advice on improving the project performance or leave a favourable feedback
  •  are submitted by a participant or potential bidder in the process of procurement of Goods or Services

GRM does not address the following issues:

  •   Damage assessment and/or provision of direct compensation

  •   Issues not related to CAMP4ASB

  •   Issues already considered by GRM (if the applicants have no new evidence that had not previously been available/provided)

  •   Complaints related to the World Bank policies or procedures adequacy or conformity, under which CAMP4ASB is being implemented

  • Allegation of fraud and corruption in projects supported by the Bank. Complaints related to fraud or corruption in the World Bank-funded projects should be submitted to the Integrity Vice-Presidency (INT) (

After receiving a complaint or feedback:

• its compliance with the eligibility criteria will be determined

• category and reference number will be assigned to the complaint or feedback

Within 14 days:

• notification of complaint/feedback receipt, its compliance or non-compliance with eligibility criteria will be forwarded to the applicant

• if required, the applicant will be asked for additional information


• within 30 days the applicant will be offered a solution

• for complicated complaints, the review period is 60 days

• the applicant will be sent satisfaction clarification request with regard to the solution

• if no solution is found or the applicant is not satisfied with it, it is recommended to apply to the World Bank Grievance Redress Service (GRS)


Why should one apply to GRM?

The envisaged procedure helps the individuals and communities affected by CAMP4ASB to collaborate with the project implementing agency with the aim of the problems solution as they arise, for more prompt and efficient complaints resolution and feedback provision.

Who manages GRM?

Within the framework of CAMP4ASB, the activities of which are of a regional nature, GRM is managed by the Regional Coordination Group (RCG). With regard to the CAMP4ASB activities implementation in other countries, the grievance redress mechanism is administered by the National Coordination Group (NCG) in the country concerned.

Will the complaint or feedback submission lead to the project suspension?

By itself, complaint or feedback submission does not lead to the project suspension.

Are there any restrictions on the compliant or feedback submission timing?

GRM commits itself to facilitate resolution of any justified complaint related to CAMP4ASB throughout the project life. Similarly, all feedback will be noted.

What kind of relationship has the World Bank Grievance Redress Service (GRS) with the CAMP4ASB GRM?

GRM remains the main channel for submitting feedback and resolving complaints related to the project. The World Bank GRS function includes assistance in addressing the issues that cannot be resolved at the project level, or in case of lack of an adequate mechanism at the project level.

What results can be expected in case of applying for GRM?

The particular complaint resolution depends on the issues raised. At the regional level of CAMP4ASB, GRM will do everything possible to resolve all issues in a timely manner, working with both project personnel and affected individuals/communities. Similarly, all feedback will be noted.

Observance of confidentiality and feedback from the applicant

Complaints and feedback may be submitted anonymously, and confidentiality will be provided in all cases, including when the person submitting complain/feedback is known. If the applicant is known, the GRM staff will inform him/her by letter, e-mail or verbally on the intended action, the same way the complaint/feedback was received. The applicant will also be informed in written about how he/she can appeal against the decision taken.

Information on GRM, available in an accessible format

After the case is closed, the complaint/feedback, and the actions taken to resolve it, will be highlighted in the project website. The applicant identity will remain confidential.

Information on GRM will be distributed to all beneficiaries and affected individuals through the information channels used by the project, including brochures/leaflets publication in local languages, bulletin boards posting, Internet, training activities conducted within the project framework.

Are there any other complaints resolving mechanisms?

Whenever possible, citizens and communities should use the Grievance Redress Mechanism at the project level.

To appeal against the GRM decisions, it is recommended to address complaints to the World Bank's Grievance Service (GRS):

By mail: The World Bank, Grievance Redress Service (GRS)

MSN MC 10-1018, 1818 H St NW, Washington, DC 20433, USA


Fax: +1-202-614-7313

GRM accepts complaints and feedback in two languages: English and Russian. Complaints/feedback received in the other Central Asian countries languages will be considered in any case, but it will take time to translate, which will prolong the compliant/feedback consideration process.

Complaints and feedback can be submitted by mail, fax, and e-mail or by hand, as well as verbally to the Project Implementation Unit staff during the project meetings and activities.

What information should be reported?

• A place where the problem arose or there is a need for improvement

• Clearly describe the negative consequences of the project/recommendations for improvement

• To name the person and/or persons submitting complaint and indicate, whether they require confidentiality

• Indicate whether the complaint is submitted by a representative of the person(s) or community (ies) affected by the project

• If complaint or feedback is submitted by the third party, include the name, signature, contact details and written evidence of that representative's authority.

Submission of the supporting documents is not a prerequisite, but they can be useful in the complaints consideration and settlement. The applicant can also offer acceptable ways of solution from his point of view.

This form can be used.

GRM within the framework of CAMP4ASB, the activities of which are of a regional nature, is managed by the Regional Coordination Group (RCU). With regard to the implementation of CAMP4ASB activities in other countries, the GRM is administered by the National Coordination Group (NCG) in the country concerned.

Regional level of complaints and feedback:

By mail: Regional Environmental Center for Central Asia. Climate Change and Sustainable Energy Program. Regional Coordination Group, Grievance Redress Mechanism. A15D5B3, Republic of Kazakhstan, Almaty, mkr. Orbita-1, 40


Теl.: + 7 (727) 265 43 33, + 7 (727) 265 43 27, + 7 (727) 265 43 42 (вн. 125)

Fax: +8 (727) 265 43 25

National level of complaints and feedback:


By mail: Committee for Environmental Protection under the Government of the Republic of Tajikistan, National Coordination Group of CAMP4ASB, Grievance Redress Mechanism.

Address: 7340346, Republic of Tajikistan, Dushanbe, 5/1 Shamsi Street


Тel.: +992 37 446401516


By mail: Ministry of Finance of the Republic of Tajikistan, National Coordination Group of CAMP4ASB, Grievance Redress Mechanism.

Address: Republic of Tajikistan, Dushanbe, 3 Academician of the Radjabovs Street


Тel.: +992 93 533-00-15



By mail: National Coordination Group of CAMP4ASB, Grievance Redress Mechanism.

Address: 100000, Republic of Uzbekistan, Tashkent, 39 B Kary Niyazi Street


Tel.: + 998 71 237 16 57

Fax: + 998 71 237 05 94