The Grievance Redress Service (GRS) is an avenue for people and communities to submit complaints directly to the World Bank if they believe a Bank-funded project has or is likely to adversely affect them.
The GRS ensures that complaints received at the corporate level are promptly and proactively addressed by fostering dialogue and problem solving as well as applying relevant dispute resolution tools. The GRS’ activities and complaint-handling processes are guided by the GRS Bank Procedure.
|Submit a Complaint
Complaints admissibility criteria:
The GRS cannot address the following matters:
Who can submit a complaint?
Any individual or community who believes that a World Bank-financed project has or is likely to, adversely affect them.
How to file a complaint?
This GRS complaint form may be used.
The World Bank
Grievance Redress Service (GRS)
MSN MC 10-1018
1818 H St NW
Washington, DC 20433, USA
Is confidentiality of identity available?
If requested, the complainant’s identity will be kept confidential. This means that, the GRS will not share the complainant’s identity with any other World Bank staff or any external person without the complainant’s written authorization.
Is it necessary to produce any evidence?
Supporting evidence is not necessary to submit a complaint to the GRS but it may help in reviewing and responding to the complaint.
What languages are acceptable for submitting complaints?
The GRS accepts complaints in any official language of a World Bank member country.
What types of complaints are not eligible for review by GRS?
The GRS does not review complaints involving issues related to:
Does using the GRS restrict access to the Inspection Panel?
No, the use of the GRS does not restrict access to the Inspection Panel.
Does the GRS replace project-level mechanisms?
No, the GRS is a last resort management-led mechanism at the World Bank corporate level.
Is there a way to provide feedback on the GRS Procedure and/or operations?
Complainants and relevant stakeholders are encouraged to provide feedback on the GRS. Feedback may be sent to the GRS via email: email@example.com.