Welcome to the RUSLP's Grievance Redress Mechanism System

In order to streamline grievance requests and better serve you, we utilize a Grievance Redress Mechanism system. Every grievance request is assigned a unique grievance number which you can use to track the progress and responses online. For your reference, we provide complete archives and a history of all your requests. A valid email address is required to submit a grievance.

The grievance resolution process includes 5 key stages:

Receive & Acknowledge

Lodging & Tracking

Investigation & Enquiry

Feedback from the Team

Close Out of the Grievance

Open a New Grievance

Please provide as much detail as possible so we can best assist you. To update a previously submitted ticket, please login.

Check Grievance Status

We provide archives and history of all your current and past support requests complete with responses.

Featured Knowledge Base Articles

01. The RUSLP' GRM

01. Background

The Sierra Leone Government has solicited funding from the International Development Association (IDA) of the World Bank to strengthen urban ...

02. Justification

The project implementation will involve various stakeholders including firms, lead coordinating agencies, MDAs, SMEs, communities, and individuals ...

03. Goal and Objectives of the RUSLP GRM

The GRM will have as its primary goal, the enhancement of project operational efficiency, including gender mainstreaming and providing redress for ...

04. Description of the GRM

The GRM will include the following steps: Step 1: Submission of grievances Step 2: Recording of grievance and providing the initial response Step ...

05. Venue for Registration of Grievances - Uptake Channels

A complaint can be registered directly at the project activity site, councils in close proximity of project activity sites, beneficiary city ...

02. GRM Procedures

01. Receive and Acknowledge

Relevant personnel in each project site will be required to accept formal grievances and ensure avenues for lodging grievances are accessible to the ...

02. Grievance Logging and Tracking.

This step comprises of the input of the grievances received into the electronic system that will be established by the project and the following up ...

03. Investigate / Enquire

This step involves gathering information about the grievance to determine its validity and resolve the grievance. The merit of grievances shall be ...

04. Resolve / Feedback

After investigation, all grievances will be responded to by representatives of the GRC focal person directly to the Complainant within one week after ...

05. Close Out

A grievance is closed out when no further action can be or needs to be taken. All grievances should be closed out within the initial 30 days or as ...

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