Why use the GRS?
The process established by the GRS helps affected individuals and communities engage with the World Bank and the project implementing agency to address issues as they happen, for faster resolution of complaints.
How is the GRS different from the World Bank project team?
The GRS is part of World Bank Management but is functionally separate and independent from the Bank’s teams that are responsible for preparing and supporting the implementation of projects.
What is the relationship of the GRS to project-level grievance mechanisms?
Project-level grievance mechanisms remain the primary tool to raise and address project-related grievances. The GRS helps to resolve issues that cannot be resolved at the project level or where there is no project-level grievance mechanism.
What is the relationship to the Inspection Panel?
There is no sequential relationship between the GRS and the Inspection Panel. The GRS is an additional mechanism for individuals and communities to use. The use of the GRS does not, at any time, restrict access to the Inspection Panel.
Is confidentiality of identity available?
All complaints will be treated as confidential. This means that the GRS will not share the complainant’s identity with 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:
- Fraud or corruption. For complaints involving fraud or corruption, please contact the World Bank Office of Institutional Integrity (INT).
- Procurement-related complaints. For further information regarding procurement-related complaints kindly review the Procurement Guidance: Procurement-related Complaints.
- Complaints related to IFC or MIGA projects are not admissible under the GRS Procedure. These complaints should be submitted to the Compliance Advisor Ombudsman (CAO) of the IFC.
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: firstname.lastname@example.org.