Grievance Mechanism (GM) for PREPARE Ukraine Project, being implemented under World Bank Group support

The PPP Agency, as the Project Implementing Agency for the Preparation of Resilient Projects to Advance Recovery of Ukraine Project (PREPARE Ukraine), has developed and implements a multi-level Grievance Mechanism (GM), which will operate throughout the implementation of the Project.

The Grievance Mechanism (GM) has been developed in accordance with the requirements of the World Bank’s Environmental and Social Standards (ESS), specifically ESS10 “Stakeholder Engagement and Information Disclosure” and ESS2 “Labor and Working Conditions”, as well as in alignment with the Stakeholder Engagement Plan (SEP) of the PREPARE Ukraine Project.

Principles of the Grievance Mechanism Operation

The PPP Agency guarantees that an equal, non-discriminatory, and safe access to the Grievance Mechanism (GM) will be ensured for all stakeholders within the framework of the PREPARE Ukraine Project implementation. Special attention will be given to disadvantaged and vulnerable groups, as well as to individuals who may be less informed or have limited access to information.

The PPP Agency is launching the General Grievance Mechanism for the PREPARE Ukraine Project, which will provide the opportunity for the timely submission and processing of:

• grievances;
• queries;
• suggestions;
• positive feedback;
• comments or concerns of project-affected parties/people.

The mechanism is also designed to ensure public participation and stakeholder engagement in the Project’s implementation.

Structure of the General Project Grievance Mechanism

The PREPARE Ukraine Project Grievance Mechanism includes:

• Grievance Mechanism for the project affected parties/people, in line with the World Bank’ ESS10 requirements;
• Grievance Mechanism for Project workers (Workers’ GM), in line with the World Bank’ ESS2 requirements.

The developed Mechanism functions as a transparent, inclusive, and confidential tool for resolving issues related to the following:

• Environmental and social impacts; 
• Land acquisition, resettlement needs, and corresponding compensation; 
• Prevention of Sexual Exploitation and Abuse or Sexual Harassment (SEA/SH); 
• Labor conditions; 
• Access to social benefits, and other related issues.

Project-specific Grievance Mechanisms for investment projects

Furthermore, within the framework of the PREPARE Ukraine Project, it is envisaged that for each investment project selected for preparation under the Ukraine Government PPF, a separate, project-specific Grievance Mechanism will be developed.

Such mechanisms shall:

• Be established with the Project Owners; 
• Be linked to the General Grievance Mechanism of the PREPARE Ukraine Project; 
• Be documented and disclosed in the project-specific Stakeholder Engagement Plans (SEPs), which will be prepared for each project proportionate to its environmental and social risk category.

The implementation of a multi-level Grievance Mechanism (GM) is a key element in ensuring transparency, accountability, and inclusivity for the PREPARE Ukraine Project and aligns with international best practices for environmental and social risk management.

Multi-level Grievance Mechanism (GM) in the guiding documents developed for the PREPARE Ukraine Project

The process of the General Grievance Mechanism and project-specific Grievance Mechanism has been described in detail and disclosed in the guiding documents developed for the PREPARE Ukraine Project in accordance with the World Bank’s Environmental and Social requirements, namely:

The General Grievance Mechanism (GM) at the Project Implementation Unit (PIU) level is presented in the PREPARE Ukraine Project Stakeholder Engagement Plan (SEP) (Section 7).

The process of the Project-specific Grievance Mechanisms for investment projects that will be selected to be prepared under the Ukraine Government PPF has been described in the Environmental and Social Management Framework (ESMF) developed for the PREPARE Ukraine Project (Section 9). The Grievance Mechanisms for each project will consist of a Grievance Mechanism for project-affected parties/persons, in accordance with the requirements of ESS10, and a Grievance Mechanism (GM) for workers, in accordance with ESS2. Each project will establish its own submission channels to ensure accessibility and responsiveness at the project/local level.

The Workers’ Grievance Mechanism is described in detail in the Project Operational Manual, POM (Section 6.4.11), and the Environmental and Social Management Framework (ESMF) developed for the PREPARE Ukraine Project  (Section 9).

The procedure for handling citizen petitions, complaints, and suggestions is defined by the Law of Ukraine “On Citizens’ Appeals” and the 2015 amendments regarding electronic petitions. In accordance with the Law and Article 40 of the Constitution of Ukraine, the following channels are suggested within the PREPARE Ukraine Project, through which all stakeholders can submit grievances / suggestions / feedback / concerns regarding the Project.

Grievances, suggestions, feedback, and comments may be submitted via the following channels: 

• Toll-free Telephone Hotline: +38 096 582 83 13 (operated by the PPP Agency)

• Grievance e-mail box: grievanceprepare@gmail.com

• E-mail address of the PPP Agency: info@pppagency.me.gov.ua

• Google Form for submissions: https://forms.gle/6Z5xL6Sftnk2WwKb8

• Letter to the postal address of the PPP Agency: 03150, Київ, вул. Антоновича, 174

• Social media: https://www.facebook.com/PPPAgencyUkraine  

• Online form on the website: http://pppagency.gov.ua/uk/contact/

• In person: at the above addresses or at the addresses of those to whom authority has been delegated

• Other: written complaints from PREPARE Ukraine Project employees (through Project meetings).  

Stakeholders/complainants may submit grievances (feedback/comments/suggestions) without disclosing personal data (anonymous submissions). This specifically applies to grievances regarding sexual exploitation, sexual harassment, or gender-based violence. All anonymous grievances/complaints and appeals will be reviewed and registered in the same manner as other grievances and complaints.  

Handling of Complaints

Consideration of a complaint, including anonymous one, is carried out within 10 working days from the date of its registration. The total duration of the procedure for consideration and resolution of the complaint shall not exceed 30 working days from the date of confirmation of receipt of the complaint. 

Consideration of a complaint, including an anonymous one, shall be carried out with proper confidentiality with the involvement of only those parties to whom the issue concerns and in the most effective way that will not create a risk of complicating the settlement of the issue.

The Director of PPP Agency monitors the implementation of the decision by the relevant parties. If the implemented measures do not contribute to solving the problem, the Director of the PPP Agency, together with the complainant and other stakeholders, will  decide on the necessary corrective actions and measures, taking into account their impact on the Project’s results.

Consideration of Complaints by the World Bank 

Project employees and any other PREPARE Ukraine Project stakeholders, in addition to submitting complaints through the PREPARE Ukraine Project Grievance Mechanism, can also submit complaints to the World Bank’s Grievance Redress Service (GRS). GRS ensures immediate verification of complaints received to resolve issues related to the PREPARE Ukraine Project. Detailed information on filing a complaint with the Bank’s Grievance Redress Service (GRS) is available at: