Grievance Redress Mechanism
GRM
KWSSIP provides opportunity and access to the people affected by project’s interventions, to redress their grievances through a legitimate, reliable, transparent, and cost-effective mechanism enabling them to present their grievances and find solutions that satisfy their needs and aspirations. The aim to develop Grievance Redress Mechanism (GRM) is to facilitate the due process of grievance resolution by an effective and prompt grievance response system. The GRM provides a predictable, transparent, and credible process to all stakeholders, resulting in outcomes that are seen as fair, effective, and lasting.
Filing a Complaint
The complainant/s can submit their grievances by:
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Online
An Online Complaint Form is available at KWSSIP website www.kwssip.gos.pk in Grievances Redressal Mechanism Section or clicking icon on home page.
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By Mail
Secretary
Grievance Redress Committee
Karachi Water & Sewerage Services Improvement Project (KWSSIP)
G-40/1, Street 40, Block-6, P.E.C.H.S.
Karachi
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By Phone
021-34313638
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By WhatsApp
0329-3223344
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By E-mail
The grievance may also be sent by email addressing directly to Secretary, Grievance Redress Committee on grievance@kwssip.gos.pk
Complaint Box
The grievance may also be dropped in the Complaint Box placed at the project working site.
Online Complaint Form
آن لائن شکایت فارم
Resolution of Complaint
Once the grievance is recorded, a grievance number shall be allocated and communicated to the aggrieved. In case the grievance is assessed to be out of the scope of the GRM, communication towards the same shall be made to the complainant, and an alternative mode of redress shall be suggested. As part of this acknowledgment, a tentative timeline for the redress of the grievances shall be identified. This acknowledgment shall be provided on the same day as the grievance is received along with exclusive complaint ID for future reference.
Privacy Statement
Privacy of complainant will be maintained strictly and will not be disclosed at any stage of complaint resolution.
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