Grievance Redress Mechanism

What is the Grievance Redress Mechanism (GRM)?

As part of the implementation of Compact II in Mozambique by Millennium Challenge Account – Mozambique (MCA-Mozambique), the Grievance Redress Mechanism (GRM) has been established as an institutional channel that allows communities, workers, suppliers, partners and other stakeholders to submit concerns, complaints, suggestions or requests for information related to Compact II activities. The mechanism promotes dialogue, transparency, active listening and responsible resolution of submitted issues, ensuring fair treatment, confidentiality where applicable and protection against retaliation.

The GRM is a system created to:

• Receive and respond to questions, concerns, suggestions, and complaints;
• Provide clarification on activities, interventions, and processes related to Compact II;
• Support the timely identification and resolution of issues related to project implementation;
• Strengthen transparency, accountability, and stakeholder participation;
• Collect feedback that may contribute to the continuous improvement of project implementation.

What is the GRM for?

The main objectives of the Grievance Redress Mechanism are to:

• Promote dialogue and stakeholder engagement throughout the implementation of Compact II;
• Ensure that beneficiaries, communities, partners, and other stakeholders have an accessible channel to raise questions, suggestions, or complaints;
• Strengthen transparency and trust in the implementation process of MCA-Mozambique activities;
• Identify problems and challenges at an early stage, before they become more serious or widespread;
• Contribute to the fair, structured, and timely resolution of reported issues;
• Support the improvement of project implementation through the feedback received.

Who can use the GRM?

The GRM may be used by:

• Direct and indirect beneficiaries of Compact II activities;
• Communities affected by the projects;
• Institutional partners;
• Service providers, suppliers, and other actors involved in implementation;
• Any citizen or interested party wishing to submit a question, suggestion, concern, or complaint related to MCA-Mozambique activities.

How to submit a complaint or suggestion

All stakeholders are encouraged to submit their complaints, concerns, or suggestions through the channels made available by MCA-Mozambique.

MCA-Mozambique’s commitment

MCA-Mozambique is committed to ensuring that all submissions received through the GRM are handled seriously, confidentially, impartially, and within a reasonable timeframe, in accordance with the applicable procedures.