The initial phase of the grievance process involves the formal receipt and acknowledgment of grievances. 

Every project site is equipped with trained personnel, such as the Contractor or Grievance Redress Committee (GRC) focal person/member, responsible for receiving grievances. These grievances can be submitted by the aggrieved parties directly or through a community representative.

Upon receipt, the grievance is immediately recorded on a Grievance Report Form. The GRC focal person, typically the Social Safeguards Specialist, is tasked with informing the Project Implementation Unit (PIU) within 48 hours, ensuring prompt communication and initiation of the grievance process. The recorded grievance is then entered into the complaints database to facilitate effective tracking and management.

Within two business days of receiving the grievance, an acknowledgment is sent to the complainant using the Grievance Report Acknowledgement Form. This acknowledgment confirms that their grievance has been logged and is under investigation. To aid understanding and transparency, a GM brochure detailing the grievance mechanism process, including steps and expected timelines, is included with the acknowledgment.

Complainants receive periodic updates on the status of their grievances using the most accessible communication methods available, ensuring they are kept informed throughout the process. To promote accountability and transparency, clear timelines for the acknowledgment and subsequent follow-up activities are established and widely shared with stakeholders including local communities, civil society organizations, service providers, and the media.

If complainants are dissatisfied with the handling of their grievances at the community or site level, they have the option to escalate their grievances to the PIU for further review and resolution, ensuring an additional layer of oversight and responsiveness.