FRAMEWORK FOR GRIEVANCE REDRESS MECHANISMS FOR TANZANIA MAINLAND JUNE 2018

DESCRIPTION OF GRIEVANCE REDRESS MECHANISMS

Grievance Redress Mechanisms (GRM) are essential tools for facilitating Project Affected People (PAP) to voice their concerns as they arise about the project activities such as rehabilitation of irrigation infrastructure and access roads, and construction of warehouse, and if necessary, for corrective action to be taken promptly. Such mechanisms are fundamental to achieving transparency in handling grievance issues.

The GRM is designed with the objective of solving disputes at the earliest possible time which will be in the interest of all parties concerned and therefore implicitly discourages referring such matters to the Tribunal/Law courts for resolution which would otherwise take a considerably longer time. 

In practice, grievances and disputes that are most likely during the implementation ERPP sub-projects including rehabilitation of irrigation schemes, construction of warehouses and access road improvement could be various but commonly concerning: 

  1. Possible damage to crops
  2. Possible temporarily disruption of land parcels
  3. Non fulfillment of contractors obligation
  4. Deny to access to fields as a result of rehabilitation or construction activities
  5. Temporary disruption on water flows
  6. Farmers not to provide good collaboration with contractors, etc.

The overall process of grievance handling will be as follows:

  • The community around the project area will be sensitized about the GRM
  • During operationalization of the GRM all stakeholders will be informed about how to register grievances or complaints (Annex 1, Complaints Log Form), and  the dispute resolution process, specifically about how the disputes will be resolved in an impartial and timely manner;
  • The Ministry of Agriculture (MoA) in collaboration with Regional Secretariat and District Councils will oversee formation of Grievance Handling Committees including representatives of the community in the project area;
  • The project will use local mechanism, which includes Village Government, Ward Executive Office, District Council, Regional Secretariat and Ministry. These levels will ensure equity across cases; and will eliminate nuisance claims and satisfy legitimate claimants; 
  • The response time will depend on the issue to be addressed but it should be addressed with efficiency, but not less than 7 days;
  • Replacement of damaged utilities will be done to public utilities or individual affected person only after a written consent of the institutions or and for individual properties should involve both husband and wife where applicable. Should an institution or individual refuse the replacement suggested, an appeal to District Councils Authority could be considered.

GRIEVANCE MANAGEMENT MECHANISM

Local Grievance Committee

Each sub-project will have its own Local Grievance Committee, the committee will meet whenever a grievance is filed (one a week) and will comprise of the following members:

  1. Representative of PAPs, preferably 1 female PAPs and 1 male PAPs; the number of representative PAPs can be increased depending on the number of other committee members
  2. Village Chairperson who will be the Chairperson of the Local Grievance Committee
  3. Secretary of the Village Land Council
  4. All members from the Irrigators Organization Conflict Resolution Sub-Committee

District Committee

At District level the Grievance Redress Committee (GRC) will meet twice a month if there are any grievances files that could not be resolved at sub project level. The committee will have the following members:

  • The District Commissioner who will be the Chairperson of the District Grievance Redress Committee
  • District Executive Director who will be the Secretary for the Committee
  • District Community Development Officer
  • District Agriculture Officer
  • District Land Officer
  • Representation of a member from each irrigation scheme (sub-project) or Local Grievance Committee preferably Chairperson;

Ward Executive Officer will be informed of all the complaints that will be taken from the village level to the District.

Appeals through Region, Ministry and Tribunals / Court System

It is assumed that all the cases shall be resolved at Local Grievance Committee level. It may be possible, however, that there are cases which might still remain unresolved at village level. For such cases, the PAP shall have the option to refer his/her case to District, Region, Ministry and appropriate court.

At the Region level, Regional Secretariat will deal with complaints from referred from the village level using the existing normal grievance handling. Complaints may be referred to Permanent Secretary of the Ministry of Agriculture if needed. Failure of the Grievance Redress Committee at different levels to settle the complaints, they will be addressed to the existing tribunals and/or local courts system of administration of justice.  

GRM Reporting Channels

ERPP will communicate this procedure to its external stakeholders to raise awareness and offer transparency of how stakeholders can voice their grievances. Various channels for external stakeholders to vocalize their grievances formally include:

  1. Using Grievance Form - Stakeholders can complete or download a grievance form located at MoA website www.agriculture.go.tz the filled form can be sent to Project Officials at different levels through email or post mail. The Project Officials will channel the complaint to the concerned committee for resolution.
  2. Telephone - Stakeholders can make a call to Village/District/MoA and speak to a GRM Committee/District ERPP Focal/Project Coordinator. Use +255 (0) 629 622520 if you wish to call MoA ERPP Project Coordinator.
  3. Use of SMS – Complainant can write message to the Project Officials through the mobile number +255 (0) 629 622520 and others that will be given at each District
  4. Email - Grievances can be sent to Project Officials at different levels
  5. Face to face - Stakeholders can voice their grievance to any Project Official who will then escalate using the correct process.
  6. Use of Opinion Box – Community can use the Project opinion box to be placed at each village government Office

All received complaints must be recorded in a Complaints Log Book for future monitoring and references.

Annex 1: Complaints Log Form

 

 

 
  Text Box: Photo
 
   
 

Serial Number…………………………

 

 

OFFICIAL GRIEVANCE HANDLING FORM - ERPP

 

 

DETAILS OF THE PROJECT AFFECTED PERSON

 

Surname: ………………...…

 

First Name: ………….………

 

Other: ……………...…               

 

Gender:  Female    ….………     Male …….…...

Contact Number: ……………………

 

Occupation: ………………………………………………………………

 

Marital Status: Married…

 

Single…

 

Divorced…

Widow(er)...

 

Separated…

 

Name of Spouse: …………………………

 

Contact Number: ……………………………

 

Next of Kin: …………………………….

 

Contact Number: ……………………………

 

Physical Address: .……………………………………………………………………………                                                           

 

…………………………………………………………………………………………………

 

Ward / Street: ………………………………………………

GRIEVANCE DESCRIPTION

 

 

 

 

 

 

 

 

 

 

 

 

 

Signature of Complainant:……………………………

Date: ………….…………….

FOR OFFICIAL USE ONLY

Reg. Number: ……………………………………

 

Date Opened: …………………………

Name of the Recorder: …………………………

Contact Number ………………………

 

Location:……………………………………..…

 

 

Comments from Grievance Handling Committee

 

District:…..……………………

 

Resolved…..

Referred…..

Closed….

 

Reasons for Referral:………………………………………………………………………….

 

………………………………………………………………………………………………….

 

Name & Signature of Officer ……………………………………

Date: ………………….

 

 

 

To be filled by Project Affected Person:

 

 

 
   

Unsatisfactorily handled….

 

Satisfactorily Handled….

 

 

The information filled above is true and correct to the best of my knowledge.

 

 

Signature of Complainant: ……………………………

Date: ………………….

 

 

 

 

                   

Comments from Grievance Handling Committee

     
               

Resolved: ….

   

Referred: ….

 

Closed:…..

     
                 

 

Name: …………    Signature of GHC Official …………...…………

Date: …………

                                       

        

Annex 2: Grievance Redress Process

 

Step

Reporting of Grievance

Officer / Committee Members

Timeframe to Redress

Grievance Redressed

Grievance not Redressed

1

Each sub-project will have its own local grievance committee, the committee will meet whenever a grievance is filed (one a week)

  • Project Affected Person (PAP) representatives (1male, 1female)
  • Local community leader (Village Chairperson)
  • One Representative from the Village Land Council
  • Members of IO Conflict Resolution Su Committee

Upon receipt of grievance, the Grievance committee at sub project level will meet (once a week) and  try to resolve the grievance amicably with the active participation of aggrieved party within 5 working days from the date of file of grievance.

If the grievance is resolved and the PAP is satisfied with the committees’ decision, a report of the same shall be prepared and copy handover to PAP and case closed.

If the grievance is not resolved, go to step 2.

2

If PAP is not satisfied with step 1decision, the case shall be forwarded to the Grievance Committee at District level. The grievance shall be forwarded with all the paper details of case from the previous committee.

  • Representative from each irrigation scheme preferably a PAP (when needed)
  • Representative from the local GRC (Village Chairperson)
  • Official  from the District Community Development Officer
  • District Agriculture Officer
  • District Land Officer.
  • District Commissioner as the Chairperson
  • District Executive Director as the Secretary

At District level the grievance Committee will meet twice a month if there are any filed grievances that could not be resolved at sub project level.

The hearing should be completed within two weeks and communicated back to the PAP through the local Grievance Committee (preferably from community Development Office) 

If the grievance is resolved and the PAP is satisfied with GRC decision, a report of the same shall be prepared and handover to PAP for record and copies to be submitted to Local communities for record, case closed.

If the grievance is not resolved, go to step 3. 

3

It is assumed that all the cases shall be solved at GRC level. It may be possible, however, that there are cases which might still remain unresolved at GRC level. For such cases, the PAP shall have the option to refer his/her case to  the Region and later Ministry levels before taking the case to the appropriate court

  • PAP
  • RAS Team
  • MoA Team
  • Representatives from the local and District  GRC