Assam Rural Infrastructure and Agricultural Services (ARIAS) Society

Grievance Redressal Mechanism

The Grievance Redressal Mechanism (hereafter referenced as GRM) is a critical tool for promoting both transparency and accountability in project operations. The GRM is embedded into the various facets and dimensions of the project through a well-designed and operational efficient mechanism drawing on international best practices (World Bank, Governance and Anti-Corruption Policy Note, 2010). From an operational perspective, ARIAS Society recognizes the role of the GRM as critical towards enhancing operational efficiency, ensuring beneficiary and citizen awareness/engagement in the project. This is alongside providing multiple channels (offline and on-line) by which citizens including women, ethnic minorities and the youth can register their grievances to strengthen the operational objectives and deter miscellaneous practices while underscoring the project foundation as one that is accountable, transparent and responsive to beneficiaries.

ARIAS Society acknowledges that an effective GRM is built on organizational commitment both in terms of recognizing the role of the GRM as well as supporting its operationalization. It also embodies fairness in handling grievances confidentially, impartially and transparently. The Society recognizes that procedures to file grievances and seeking action need to be easily understandable and accessible for the project beneficiaries to make the GRM effective. Quick response and adequate training increases the efficiency of GRM. An effective GRM also considers the principles of participation and social inclusion.

Monitoring and evaluation are critical to the success of any GRM. Project Management and Information System (PMIS) is the tool for the monitoring and management of the GRM. All the grievances received, to be entered into the PMIS by the respective implementing units. The status of the grievances to be updated as and when addressed or forwarded by the respective implementing units. Based on the requirements, provisions to be created in the PMIS for generating periodical reports on GRM. Regular analysis of the data on grievances is required to identify problem areas and enhance service delivery.

Please submit your grievances to Grievance Redressal Officer ,ARIAS Society

Or

Write us at grievances@arias.in to register your grievance.