Operational Procedures for the World Bank's Grievance Redress Service (GRS)

Public Comment Period on Draft Operational Procedures Concluded

From June 1 through June 30, 2016, the World Bank invited comments on the draft operational procedures governing the Bank’s Grievance Redress Service (GRS). The GRS provides a fast and accessible way to submit complaints to the World Bank when a project may have adverse impacts on individuals or communities. In the coming months, the GRS team will use the public feedback received to further develop the draft operational procedures.


About the Grievance Redress Service (GRS)

The World Bank’s Grievance Redress Service (GRS) is a grievance mechanism managed by the World Bank. It provides a fast and accessible complaint mechanism for individuals and communities who believe that a World Bank-financed project causes harm to their community. The GRS is an additional tool that supplements project-level grievance redress mechanisms. If issues cannot be resolved at the project level, grievances can be brought directly to World Bank Management through the GRS.

The GRS screens complaints and supports World Bank teams and complainants to identify a timely solution to issues raised in complaints. In terms of the support it provides, the GRS offers various services to teams, ranging from support in reviewing project documents and identifying issues of compliance with Bank policies, facilitating dialogue between the project teams and communities, to advising on possible solutions and best practices.

The work of the GRS is governed by operational procedures. The procedures address:

  • What the GRS does and what it does not do
  • Who is eligible to submit complaints
  • Which complaints can be addressed and which cannot be addressed
  • How complaints can be submitted, in which language they should be submitted, and which materials should accompany a complaint
  • How complaints are registered, processed, and addressed by the World Bank
  • When complaints need to be responded to
  • What role the GRS plays in this process
  • How information will be disseminated
  • How complainants are protected by the World Bank

Public Comments on GRS Operational Procedures

Draft operational procedures for the GRS were made available for public comment June 1-30, 2016. The feedback submitted will be analyzed and considered when the World Bank finalizes the GRS procedures. The final document will be published on this website and on the dedicated GRS website.

Draft Operational Procedures for GRS
Consultation Phase

In June, the World Bank sought input on draft operational procedures for the Grievance Redress Service (GRS). All interested stakeholders were invited to send their comments to [email protected] by June 30, 2016. In the coming months, the feedback received will inform the continued development of the draft operational procedures.  

Completed Meetings

Date Title Location

Public Consultation Meeting

Washington, DC, United States


Date Title Contributors

Inputs from the Office of the Special Project Facilitator (OSPF) of the Asian Development Bank

Jitendra Shah, Special Project Facilitator - Office of the Special Project Facilitator (OSPF), Asian Development Bank

Input from Transparency International

Craig Fagan, Head of Global Policy - Transparency International

Comments on the GRS Draft Operating Procedures

Erika Lennon, Esq., Coordinator, Program on International and Comparative Environmental Law - American University Washington College of Law (on behalf of the signatory civil society organizations)

Comments from Marcelo Octavio de Jesús (FORES, Argentina)

Marcelo Octavio de Jesús, FORES, Argentina

Input from the Initiative for Food, Environment and Health Society (IFEHS)

Virgy Ifeadiro, Team Leader - Initiative for Food, Environment and Health Society (IFEHS)

Comments from Jhuma Halder

Jhuma Halder - Bangladesh

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