The Building Institutional Foundations for an Effective Public Service (BIFEPS) Project Grievance Redress Mechanism (GRM) provides a safe, accessible, and transparent channel for project beneficiaries, stakeholders, participating institutions, and members of the public to submit complaints, concerns, suggestions, or feedback related to the planning, implementation, or impact of BIFEPS project activities. The mechanism is designed to ensure that all grievances are received, reviewed, and addressed in a timely, fair, and confidential manner.

Stakeholders are encouraged to first seek resolution through established internal channels where applicable; however, concerns related to BIFEPS project activities may also be submitted directly through the GRM. All submissions are recorded, assessed, and managed according to established procedures, with complainants kept informed of the progress and outcome of their cases. Through the GRM, the Ministry of Public Service and Human Resource Development, with support from the World Bank, seeks to promote accountability, transparency, stakeholder engagement, and continuous improvement in the implementation of the BIFEPS Project.

What can be reported through the BIFEPS GRM?

• Concerns related to BIFEPS project activities and implementation.
• Issues affecting project beneficiaries or participating institutions.
• Complaints regarding project processes, service delivery, or stakeholder engagement.
• Environmental and social concerns arising from project activities.
• Allegations of misconduct, unfair treatment, or non-compliance with project procedures.
• Suggestions and feedback to improve project implementation.