The RIFF Project Grievance Redress Mechanism

Grievance Redress Mechanism (GRM)


To support the development of infrastructure in the Eastern and Southern Africa region, and particularly the participation of the private sector in infrastructure investment and development, COMESA has partnered with the World Bank to implement a project called Regional Infrastructure Finance Facility (RIFF) whose objective is to promote access to long-term finance and improve the enabling environment for investment in infrastructure.

The project will support the improvement of the enabling environment for private infrastructure finance with a focus on building a regional off-grid energy market. It will allow the COMESA Secretariat to support: (i) the harmonization of policies and regulations for cross-border infrastructure trade and investment; (ii) regional integration activities on the off-grid energy sector and (iii) market development activities in the off-grid energy sector in Fragile, Conflict and Violence (FCV) countries.

A Grievance Redress Mechanism (GRM) within the RIFF programme is a set of arrangements that enable local communities, employees, and other affected stakeholders to raise grievances and seek redress when they perceive a negative impact arising from the RIFF project activities. It is a key way to mitigate, manage, and resolve potential or realized negative impacts, as well as fulfill obligations under international laws and contribute to positive relations with communities and employees.

The Regional Infrastructure Finance Facility (RIFF) project has established a GRM which is aimed at facilitating awareness and resolution of complaints about the RIFF project.


  1. To address complaints and grievances and enhance conflict resolution arising during RIFF project implementation.
  2. Ensure transparency and accountability throughout the implementation of project amongst the relevant stakeholders including project beneficiaries.
  3. Resolve any emerging environmental and social grievances in project areas
  4. To promote relations between the project implementers, executers andbeneficiaries.


GRM will be widely publicized among stakeholder groups such as the affected communities, government agencies, and civil society organizations.

Implementing Steps

The process of implementing the GRM involves the following steps:

  1. The complaint submitted to Project Manager
  1. The Project Implementation Unit (PIU) will register complaints and acknowledge receipt

3.The  PIU will review the complaints and decide whether they will be processed.

4.The complainant will be notified of the case status.

5. The PIU will request additional information if required.

6. The complaint(s) will be assessed and a response will be formulated.

7. The proposed solution will be communicated to the complainant within 15 working days from the receipt of the complaint(s).

8. If the solution is acceptable to the complainant, then PIU will implement the solution(s) and settle the issue(s) .

9. If the solution is not acceptable to the complainant, then the PIU will escalate raise the issue to management within COMESA..

Evaluation System

PIU will assess the overall effectiveness and the impact of the mechanism annually and the results will contribute to improving the performance of the GRM and provide valuable feedback to project management. The following questions can be addressed in such evaluations:

  1. How many complaints have been raised?
  2. What types of complaints have been raised?
  3. What is the status of the complaints (rejected or not eligible, under assessment, action
  4. Agreed upon, action being implemented, or resolved)?
  5. How long did it take to solve the problems?
  6. How many aggrieved parties have used the grievance redress procedure?
  7. What were the outcomes?