Resources Mitigation Resources

Grievance, complaints, and protected reporting

Application

Raise, receive, protect, and resolve complaints, grievances, and whistleblower reports through safe channels with confidentiality, non-retaliation, investigation, and escalation so unfair decisions, project harm, and bribery, fraud, collusion, or conflict-of-interest concerns are identified and addressed.

Resources

  • Complaints handling and procurement remedies

    Guideline

    World Bank

    World Bank. (2017). Guidance: Procurement-related complaints. Available from: https://thedocs.worldbank.org/en/doc/975671478891365829-0290022017/original/GuidanceProcurementrelatedComplaints.pdf

    Available from ↗ Download static copy ↓

  • Whistleblowing channel and protection measures

    Guideline

    International Organization for Standardization

    International Organization for Standardization. (2021). ISO 37002:2021 whistleblowing management systems — Guidelines. Available from: https://www.iso.org/standard/65035.html

    Available from ↗ Download static copy ↓

  • Advocacy and Legal Advice Centres (ALAC) model

    Tool / Model

    Transparency International

    Transparency International. (n.d.). Advocacy and Legal Advice Centres (ALACs). Available from: https://www.transparency.org/en/alacs

    Available from ↗ Download static copy ↓

  • Grievance Redress in Projects

    Guideline

    World Bank

    World Bank. (2014). The World Bank’s approach to grievance redress in projects. Available from: https://documents1.worldbank.org/curated/en/155861468158375837/pdf/903900WP0Box380nceRedressinProjects.pdf

    Available from ↗ Download static copy ↓

  • ISO 37002:2021 Whistleblowing management systems — Guidelines

    Guideline

    ISO

    ISO. (2021). ISO 37002:2021 Whistleblowing management systems — Guidelines. Available from: https://www.iso.org/standard/65035.html

    Available from ↗ Download static copy ↓

  • Sample Whistleblower Policy

    Template

    Deloitte

    Deloitte. (n.d.). Sample Whistleblower Policy. Available from: https://iasplus.com/content/a92eb19e-afc4-49b6-8d68-394b2e460038

    Available from ↗ Download static copy ↓
Project Phases
Phase 1:Project Identification Phase 2:Financing & Appraisal Phase 3:Planning & Design Phase 4:Tender Management Phase 5:Project Execution Phase 6:Operation & Maintenance Phase 7:Evaluation & Audit
Linked Risks
Primary Users

All stakeholders