Grievance Redress Mechanism (GRM)
Grievance Redress Mechanism (GRM)
Introduction
The Quetta Water and Sanitation Authority (QWASA), through the Project Implementation Unit (PIU), has established a Grievance Redress Mechanism (GRM) under Component B of the Project to ensure that concerns, complaints, suggestions, and feedback from stakeholders are received, reviewed, and resolved in a fair, transparent, and timely manner.
The GRM provides an accessible platform for project-affected persons, communities, workers, contractors, consultants, government agencies, civil society organizations, and other stakeholders to raise concerns related to project activities.
The mechanism is designed to be:
✓ Accessible
✓ Free of charge
✓ Transparent
✓ Confidential
✓ Responsive
✓ Inclusive of vulnerable and disadvantaged groups
Submit a grievance
Your concerns help us improve project implementation. To submit a complaint, suggestion, or feedback, please click below:
What Can You Report?
You may submit concerns related to:
Environmental Issues
- Dust, noise, vibration, waste, and pollution;
- Environmental protection measures;
- Damage to natural resources.
Social Issues
- Community concerns;
- Access restrictions;
- Property damage;
- Livelihood impacts;
- Inclusion and accessibility issues.
Water Supply and Project Services
- Service interruptions;
- Quality concerns;
- Project-related service impacts.
Labour and Workplace Issues
- Employment conditions;
- Wages and working hours;
- Occupational health and safety;
- Worker welfare.
Misconduct and Sensitive Complaints
- Fraud, corruption, or misuse of project resources;
- Harassment or discrimination;
- Gender-Based Violence (GBV);
- Sexual Exploitation and Abuse (SEA);
- Sexual Harassment (SH).
All GBV/SEA/SH complaints will be handled confidentially through appropriate referral pathways following a survivor-centred approach.
GRM Process
FAQ
Frequently Asked Questions (FAQs)
- Who can submit a grievance?
Any person or organization affected by, or interested in, the Project may submit a grievance, including community members, workers, contractors, consultants, and other stakeholders.
- Does it cost anything to submit a complaint?
No. The GRM is completely free of charge.
- Can I submit an anonymous complaint?
Yes. Anonymous complaints may be submitted. However, sufficient information should be provided to allow the Project team to review and respond.
- Will my personal information remain confidential?
Yes. The Project will protect the confidentiality of complainants. Personal information will only be shared when necessary for grievance resolution and in accordance with applicable requirements.
- How quickly will my complaint be addressed?
Your complaint will be acknowledged within five (5) working days. The time required for resolution depends on the nature and complexity of the grievance.
- What if I am not satisfied with the response?
If you are not satisfied with the proposed resolution, you may submit an appeal to the Project Steering Committee (PSC).
- How are GBV/SEA/SH complaints handled?
GBV/SEA/SH complaints are managed through confidential and survivor-centred procedures. Such complaints are referred to qualified specialists and service providers for appropriate support.
- Can workers submit grievances?
Yes. Workers engaged under the Project, including contractor and consultant workers, can submit workplace-related grievances through the Workers’ Grievance Redress Mechanism.