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 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 PREPARE Ukraine Project-level Grievance Mechanism

The PREPARE Ukraine Project-level 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 PREPARE Ukraine Project-level Grievance Mechanism; 
• 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 PREPARE Ukraine Project-level 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 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.

Grievance Mechanism for the Project-affected parties/people

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

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

• Grievance e-mail box: [email protected]

• E-mail address of the PPP Agency: [email protected]

• 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.  

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.  

Grievance Mechanism for Project workers (Workers’ GM)

The Workers’ Grievance Mechanism formed to ensure the prompt and effective search for appropriate solutions to labor complaints within the framework of the Project implementation and to avoid the transition to higher levels of consideration, in particular litigation. The Workers’ Grievance Mechanism will not prevent or restrict access for project employees (workers) to judicial or administrative remedies available under national law.

All Project employees (workers) will be able to file a complaint regarding problematic labor aspects related to their work under the Project in various ways. The procedure for filing complaints is determined by the Law of Ukraine “On Citizens’ Appeals” and amendments to it, in particular the 2015 amendment on electronic appeals. The Director of PPP Agency is the main contact person for sending complaints.   

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

• Telephone: +38 096 582 83 13 

• Grievance e-mail box: [email protected] (Subject: Worker Grievance)

• E-mail address of the PPP Agency: [email protected] (Subject: Worker Grievance)

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

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

• Other: written complaints from Project staff (through Project meetings).  

Handling of Complaints

Receipt of the complaint will be officially acknowledged within 2-3 business days. Consideration of a complaint, including anonymous one, is carried out no more than one month after its receiving. Complaints requiring no additional study shall be considered immediately, but no later than within 15 days from the date of receipt of the complaint from the date of its registration. If it is impossible to resolve the issues raised in the complaint within one month, the Director of PPP Agency shall set the necessary deadline for considering it, whereof a person who has filed the complaint shall be notified. The total duration of the procedure for consideration and resolution of the complaint shall not exceed 45 calendar 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 Social Specialist hired by the PPP Agency under the PREPARE Ukraine Project will be responsible for managing the Project-level Grievance Mechanism under the overall supervision of the PPP Agency Director.

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:

Updated Draft Stakeholder Engagement Plan (SEP) for the PREPARE Ukraine Project (under the Ukraine Government PPF)

In accordance with the Environmental and Social Commitment Plan (ESCP), the PPP Agency has updated and actualized the Stakeholder Engagement Plan (SEP) for the PREPARE Ukraine Project, taking into account the ongoing development of the Project and the results of stakeholder engagement activities.

The updated draft SEP:

• reflects the current stage of implementation of the PREPARE Ukraine Project and the Ukraine Government PPF;
• takes into account stakeholder engagement activities carried out to date, including public consultations on the Environmental and Social Management Framework (ESMF) held on 27–28 November 2025;
• is aligned with the Project Operations Manual (POM);
• includes an updated Grievance Mechanism (GM), ensuring an accessible, transparent, and inclusive feedback and grievance redress channel for all stakeholder groups.

The draft updated Stakeholder Engagement Plan (SEP) has been preliminarily disclosed for the information of all interested stakeholders and for the purpose of collecting comments and suggestions.
The final version of the document will be finalized, taking into account the feedback received and disclosed in accordance with the established procedures.