Does the Program have a mechanism for addressing grievances?

Program’s grievance mechanisms at municipality level. Photo credit: World Bank

The Earthquake Housing Reconstruction Program offers beneficiaries the opportunity to pursue complaints with respect to the Program. This can be done through the Grievance Redress Mechanism, which includes:

  • a recording and reporting system with the ability to file grievances both verbally and in writing,
  • designated staff with responsibility at various levels of governments to review and address the grievances, and
  • a specific protocol for handling grievances including the “minimum time frame” within which different types of grievances should be addressed

Individual cases where determining program eligibility might be complex (e.g., renters living in damaged houses, homeowners who are not present, individuals who do not have legal documents to ascertain ownership of land, etc.), are being documented by the Grievance Redress System at the village, district and central levels; and a decision for each grievance is being taken by either the PMU (Project Management Unit at the national level) and/or the Program Steering Committee. 

Beneficiaries or non-beneficiaries may file grievances at one of the following reporting locations, depending upon convenience for the filer and on the nature of the complaint: (i) the Village District Council (VDC)/municipality office, or (ii) Partner Organizations (PO) offices (such as specific NGOs working in housing reconstruction in Nepal).

Current Status of the Grievance Redress System

As of March 2017, 205,335 grievance cases have been registered and 93,374 have been resolved.