The Integrated Rurban Development and Climate Resilience Project (IRDCRP), implemented by the Ministry of Agriculture, Livestock, Lands and Irrigation with support from the World Bank, has established a ๐๐ฟ๐ถ๐ฒ๐๐ฎ๐ป๐ฐ๐ฒ ๐ฅ๐ฒ๐ฑ๐ฟ๐ฒ๐๐ ๐ ๐ฒ๐ฐ๐ต๐ฎ๐ป๐ถ๐๐บ (๐๐ฅ๐ ) to ensure that all stakeholders, including project beneficiaries, affected persons, community members, and other interested parties, have access to a transparent and effective process for raising concerns related to project activities.
๐๐ฎ๐ซ๐ฉ๐จ๐ฌ๐ ๐จ๐ ๐ญ๐ก๐ ๐๐๐
The GRM provides a formal platform to:
โข Receive and address complaints, concerns, and feedback related to project implementation.
โข Ensure grievances are resolved in a fair, timely, and transparent manner.
โข Strengthen accountability and stakeholder trust.
โข Prevent disputes from escalating and support continuous project improvement.
โข Ensure compliance with the World Bankโs Environmental and Social Standards (ESS10).
๐๐ฒ๐ ๐ฃ๐ฟ๐ถ๐ป๐ฐ๐ถ๐ฝ๐น๐ฒ๐
The GRM operates based on the principles of:
โข Accessibility and inclusiveness
โข Transparency and fairness
โข Accountability
โข Confidentiality and protection from retaliation
โข Timely resolution
โข Cultural appropriateness
โข Continuous learning and improvement
๐ง๐ต๐ฟ๐ฒ๐ฒ-๐ง๐ถ๐ฒ๐ฟ ๐๐ฟ๐ถ๐ฒ๐๐ฎ๐ป๐ฐ๐ฒ ๐ฅ๐ฒ๐๐ผ๐น๐๐๐ถ๐ผ๐ป ๐ฆ๐๐๐๐ฒ๐บ
The IRDCRP GRM functions through a three-level structure:
๐ญ. ๐ฆ๐ถ๐๐ฒ/๐๐ฟ๐ฎ๐บ๐ฎ ๐ก๐ถ๐น๐ฎ๐ฑ๐ต๐ฎ๐ฟ๐ถ (๐๐ก) ๐๐ฒ๐๐ฒ๐น ๐๐ฅ๐
โข First point of contact for grievances.
โข Aims to resolve complaints within 7 working days.
๐ฎ. ๐๐ถ๐๐ถ๐๐ถ๐ผ๐ป๐ฎ๐น ๐ฆ๐ฒ๐ฐ๐ฟ๐ฒ๐๐ฎ๐ฟ๐ถ๐ฎ๐ (๐๐ฆ) ๐๐ฒ๐๐ฒ๐น ๐๐ฅ๐
โข Handles grievances that cannot be resolved at the GN level.
โข Reviews and responds within 14 working days.
๐ฏ. ๐ก๐ฎ๐๐ถ๐ผ๐ป๐ฎ๐น/๐ฃ๐ ๐จ ๐๐ฒ๐๐ฒ๐น ๐๐ฅ๐
โข Addresses complex or escalated grievances.
โข Provides high-level review and resolution within 14 working days.
If a complainant is not satisfied with the outcome, they may also submit complaints directly to the World Bankโs Grievance Redress Service (GRS).
๐ง๐๐ฝ๐ฒ๐ ๐ผ๐ณ ๐๐๐๐๐ฒ๐ ๐ง๐ต๐ฎ๐ ๐๐ฎ๐ป ๐๐ฒ ๐ฅ๐ฒ๐ฝ๐ผ๐ฟ๐๐ฒ๐ฑ
The GRM can address concerns related to:
โข Environmental and social impacts
โข Land and property issues
โข Livelihood impacts
โข Construction-related disturbances (dust, noise, vibration)
โข Access restrictions
โข Damage to public or private property
โข Occupational Health and Safety (OHS)
โข Gender-Based Violence (GBV) and Environmental, Social, Health and Safety (ESHS) issues
โข Contractor conduct and labor-related concerns
๐๐ผ๐ ๐๐ผ ๐ฆ๐๐ฏ๐บ๐ถ๐ ๐ฎ ๐๐ผ๐บ๐ฝ๐น๐ฎ๐ถ๐ป๐
Complaints may be submitted through multiple channels:
โข Written submissions
โข Verbal or oral complaints
โข Telephone hotline
โข Email
โข Complaint/Suggestion boxes
โข SMS, WhatsApp, and social media platforms
โข In-person visits
โข Through local representatives
Anonymous complaints are also accepted.
๐๐ผ๐ป๐๐ฎ๐ฐ๐ ๐๐ป๐ณ๐ผ๐ฟ๐บ๐ฎ๐๐ถ๐ผ๐ป
๐๐ป๐๐ฒ๐ด๐ฟ๐ฎ๐๐ฒ๐ฑ ๐ฅ๐๐ฟ๐ฏ๐ฎ๐ป ๐๐ฒ๐๐ฒ๐น๐ผ๐ฝ๐บ๐ฒ๐ป๐ ๐ฎ๐ป๐ฑ ๐๐น๐ถ๐บ๐ฎ๐๐ฒ ๐ฅ๐ฒ๐๐ถ๐น๐ถ๐ฒ๐ป๐ฐ๐ฒ ๐ฃ๐ฟ๐ผ๐ท๐ฒ๐ฐ๐ (๐๐ฅ๐๐๐ฅ๐ฃ)
No. 11-123/2, Pannipitiya Road, Battaramulla, Sri Lanka
๐ง๐ฒ๐น๐ฒ๐ฝ๐ต๐ผ๐ป๐ฒ: 011-2877550 / 011-2073044 / 011-2877559
๐๐บ๐ฎ๐ถ๐น: irdcrp_moa@agrimin.gov.lk
๐๐ฎ๐
: +94 11 2877546
IRDCRP is committed to ensuring that all grievances are handled promptly, fairly, and transparently, thereby promoting stakeholder confidence and supporting the successful implementation of the project.
