Grievance mechanism is established in the Project to receive and facilitate resolution of various stakeholders’ concerns and grievances about the Project environmental and social performance.
The mechanism will not impede access to other judicial or administrative remedies that might be available under the law and this grievance mechanism will not be applicable in such situations.
The Asset Manager is responsible for the administration and monitoring of grievances.
Grievances can be submitted in the following manners:
– written submission via the Project website (contact form),
– written submission by mail or e-mail,
– oral submission to the Asset Manager (by phone or personally).
The Asset Manager will assess the nature of the grievance and, if necessary, contact the complainant to ensure that the issue is clearly understood. The complainant will be informed within 3 days about the grievance receipt. In case the grievance were not related to Project activities, the complainant will be informed with explanation of the rejection.
Grievances will be addressed within no more than 30 subsequent days from their receipt. In case fulfilling such a deadline is not possible, the Asset Manager will inform the complainant about any encountered difficulties and planned date for sending a response.
In case the agreed grievance resolution involved the application of corrective actions, the complainant will be informed on the scope and timeframe for implementing these actions.
The Asset Manager will make sure the resolution commitments are being implemented, as agreed in terms of quality, schedule and safety.