World Bank Document

 

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80 

 

6. 

Grievance redress mechanisms should be developed to ensure that they are functional, 

transparent and responsive, and where appropriate, strengthen government systems. WBG-

financed projects should include mechanisms to which beneficiaries and citizens can turn to register 

any complaints on all issues. Where possible, they should support the institutionalization of grievance 

redress in relevant ministries. There are plans to pilot this approach through upcoming projects on 

Cadastre and Property Registration and Higher Education where grievance redress mechanisms of the 

implementing agencies concerned would be assessed as part of implementation, with a view to 

strengthening and institutionalizing effective complaints handling systems, or identifying and 

recommending alternatives.