Grievance Redress Mechanism
The main objective of a Grievance Redress Mechanism (GRM) is to assist ICTA to receive and resolve complaints and grievances in a timely, effective, and efficient manner that satisfies all parties involved.
The GRM is an integral part of the SEP and helps to create avenues for receiving and responding to stakeholder concerns and complaints about issues related to the project. Further, the GRM provides a transparent and credible process for fair, effective and lasting outcomes. It also builds trust and cooperation as an integral component of broader community/citizen engagement that facilitates corrective actions.