Relevant personnel in each project site will be required to accept formal grievances and ensure avenues for lodging grievances are accessible to the public and affected persons. The grievance may be made directly by the aggrieved party or through a community representative. Irrespective of the source, the Contractor or GRC focal person/member will record all grievances on the Grievance Report Form and inform the PMU through the GRC Focal Person (the Social Safeguards Specialist), within 48 hours. This will be followed immediately by lodging or logging into the complaints database for effective tracking. The grievance will be acknowledged, using the Grievance Report Acknowledgement Form in Annex 6 within two days of the complaint being received, confirming to the complainant that the grievance has been received and is under investigation. A GRM brochure shall be included with the acknowledgment form to help complainants understand the grievance mechanism process, steps, and timeline. Complainants would receive periodic updates on the status of their grievances through, as much as possible, the most user-friendly means such as email or WhatsApp, SMS, or delivered physically to the complainant. Clearly defined timelines for acknowledgment and follow-up activities will be established. To enhance accountability, these timelines would be disseminated widely to various stakeholders, including communities, civil society, service providers, and the media. Grievances can be escalated to the PMU level where the complainants feel their complaints are not being dealt with at the community or site level.