8.2.1. Procedures: Information about the GRM will be publicized as part of the public/community meetings. Brochures will be distributed during consultations and public meetings, and posters will be displayed in public places such as in government offices, project offices, SES offices, community notice boards, etc. Information about the GRM will also be posted online on the MLSPP website.
The overall process for the GRM will be comprised of six steps:
Step 1: Uptake. Project stakeholders will be able to provide feedback and report complaints through several channels: in person at focal points of various levels (SES offices, PIU, and MLSPP), by mail, telephone/ hotline (142), online letter (http://e-mlspp.gov.az/LETTER.aspx) and email. An example of a grievance registration form is provided in Annex 14.
Step 2: Sorting and processing. Complaints and feedback will be compiled by PIU Social specialist and/ or SES center employee and recorded in a register. Each focal point will assign one individual to be responsible for dealing with each complaint. The timeline for complaint resolution according to national legislation will be 15 working daysupon receipt of the complaint that does not require additional study and research, and 30 working days for the appeals that need additional study.
