The Electricity Distribution and Supply Authority (EDSA) has implemented a robust Grievance Mechanism (GM) designed to be accessible, transparent, and user-friendly. This chapter describes the various channels through which grievances can be registered, with a special focus on the digital pathways that facilitate easy and secure submissions.

Uptake Channels Overview

EDSA's GM provides multiple channels for stakeholders to submit their grievances, ensuring that every complaint is recorded and addressed in a timely manner. These channels are designed to cater to a wide range of preferences and accessibility needs, allowing stakeholders from different regions and with varying access to technology to reach EDSA efficiently.

Digital Submission Platform: https://edsa.grievance.app

1. Overview of the Digital Platform
   • The cornerstone of EDSA’s digital GM efforts is the dedicated online portal available at https://edsa.grievance.app. This platform is designed to provide a straightforward, secure, and direct method for stakeholders to lodge complaints from anywhere at any time.
2. Features of the Digital Platform
   • User-Friendly Interface: The website features an intuitive interface that guides users through the grievance submission process without requiring advanced technical skills.
   • Secure and Confidential: Ensuring the confidentiality and security of user data is paramount. The platform uses end-to-end encryption to protect all communications and submissions.
   • Real-Time Tracking: Upon submitting a grievance, users receive a unique tracking number, allowing them to check the status of their complaint in real-time.
   • Multi-Language Support: To accommodate Sierra Leone's diverse linguistic landscape, the platform is available in multiple languages, including English and local dialects, ensuring that the GM is accessible to a broader audience.
3. How to Use the Digital Platform
   • Step 1: Registration/Login: Users need to create an account or log in to access the grievance submission form.
   • Step 2: Filling the Form: The form requires users to describe their grievance, attach any supporting documents, and provide contact information.
   • Step 3: Submission and Confirmation: Once the form is submitted, users receive a confirmation email with a tracking number.

Additional Channels

While the digital platform is a primary focus, EDSA recognizes the importance of providing additional channels to accommodate all stakeholders:

1. Toll-Free Phone Lines: For those who prefer speaking directly to a representative, EDSA offers toll-free phone lines manned by trained GM staff.
2. Physical Submission: Complaint boxes and face-to-face meetings are available at EDSA offices and project sites for those who cannot access the digital options.
3. Email and Postal Mail: Stakeholders can send their grievances via email or traditional mail, providing another layer of accessibility.

Promotions and Awareness

To ensure widespread awareness of the GM channels, EDSA conducts regular outreach programs, including:

• Community Meetings: Engaging directly with communities to explain the GM process and demonstrate how to use the digital platform.
• Publicity Campaigns: Utilizing radio, television, and social media to spread the word about the available grievance registration channels.
• Training Workshops: Organizing workshops to train community leaders and local authorities on the GM process, focusing on the digital platform to promote its adoption.

The digital GM platform at https://edsa.grievance.app represents a significant step forward in making grievance redressal more accessible and effective. By providing multiple channels and focusing on the advantages of digital submission, EDSA ensures that all stakeholders have the tools they need to communicate their concerns efficiently and securely. This commitment to accessibility and user-friendliness underscores EDSA's dedication to transparency and accountability in addressing the grievances of its stakeholders.