I wish to share some thoughts on the design of a new governance tool that I recently came across – Grievance Redress and Complaint Handling System, which entails a genuinely focused bottom-up methodology that instills permanent strength to demand-driven accountability.
An effective system of complaint handling is characterized by multiple complaint uptake locations and channels for receiving complaints with a standard set of procedures. While this is promising, formalizing and improving already existing informal and traditional structures of grievance redress, such as panchayat village councils in South Asia and chieftaincy systems in Africa, can be easy to manage, cost effective and sustainable. Moreover, many donor projects now mandate formation of local user groups, such as village-road-user-committees, district-road-user committees that comprise of labor employees and beneficiaries of the project and function as watch dogs during project implementation. These groups can be mobilized to institute local grievance redress committees, which would work to address and resolve their concerns and queries pertaining to a project.