GRIEVANCE REDRESS MECHANISM
PURPOSE
A Grievance Redress Mechanism (GRM) is necessary for addressing the legitimate concerns of the Project Affected Persons (PAPs). It is anticipated that some of these concerns may include eligibility criteria, and compensation entitlements for loss of livelihood or use of land, and for noise associated with project activities.
OBJECTIVES
- •Ensure all Government of Saint Lucia and World Bank safeguards are adhered to in all subprojects and activities
- •Resolve all grievances emanating from project activities
- •Establish relationships of trust between project staff and local communities and stakeholders
- •Create transparency between stakeholders including affected local communities and residents through an established communication system
- •Build up a relationship of trust amongst the project staff and the affected parties
In the interest of all parties concerned, the GRM is designed with the objective of solving disputes at the earliest possible time. The mechanism should implicitly discourage referring matters to the court system for resolution.
POINTS OF CONTACT
Complaints can be made in writing, verbally, over the phone, email, or any other media. You may also submit anonymously.
Shirlene Simmons-James
Environmental and Social Specialist (ESS) – CATCOP, SLASPA
T: 1 (758) 457-6168
M: 1 (758) 720-2673
E: Shirlene.simmons-james@slaspa.com
Curline Ince-Charles
Administrative Assistant – CATCOP, SLASPA
T: 1 (758) 457-6168
M: 1 (758) 520 0523
E: curline.ince@slaspa.com
GRIEVANCE REDRESS PROCESS
A three-tier grievance redress structure is in place to address all complaints related to the Project:
FIRST TIER - INITIAL RESOLUTION
Complaints are received at the CATCOP Project Office or SLASPA Headquarters. The Administrative Assistant acknowledges receipt within 5 working days and forwards the grievance to the Project Manager (PM) or Environmental and Social Specialist (ESS) for resolution.
Timeline: The PM and ESS will attempt to address grievances within 15 days of receipt. For urgent matters, a minimum of 24 hours and a maximum of 15 days will be allotted.
Second Tier - Grievance Redress Committee (GRC)
If the complaint cannot be resolved at the first tier, it is escalated to the Grievance Redress Committee (GRC), which includes representatives from SLASPA and the CATCOP project.
The GRC holds meetings with the complainant and relevant officers to find a mutually acceptable resolution.
Timeline: The GRC will address the grievance within 14 working days. If not satisfied, the complainant can appeal to the General Manager of SLASPA, with an expected resolution in 30 working days.
Third Tier - Legal Recourse
If the complainant does not agree with the resolution at the second tier, or there is a time delay of more than 30 working days in resolving the issue, they may decide to take legal or any other recourse.
Key Features of Our Grievance Mechanism
- ✓Multiple channels for submitting grievances (in person, phone, email, written, or anonymous)
- ✓Clear timelines for acknowledgment and resolution
- ✓Recording and tracking system for all grievances
- ✓Fair and objective resolution process
- ✓Option to escalate if not satisfied with initial resolution
Ready to Submit a Grievance?
If you would like to submit a grievance, please use our online form. All submissions are treated confidentially and will be processed according to the procedures outlined above.