BINH DUONG PROVINCIAL PEOPLE’S COMMITTEE Binh Duong province wastewater management Board ---------------------------- STAKEHOLDER ENGAGEMENT PLAN Binh Duong Water Environment Improvement Project STAKEHOLDER ENGAGEMENT PLAN (SEP) Binh Duong, December 2020 Abbreviations BIWASE Binh Duong Water Supply Sewerage and Environment Co., Ltd CE Circular Economy C/TPC City/Town Peoples’ Committee C-ESMP Contractor's Environment and Social Management Plan CSG(s) Civil society group(s) CLFDC City Land Fund Development Center DMS Detailed Measurement Survey DPI Department of Planning and Investment DOF Department of Finance DONRE Department of Natural Resources and Environment DOT Department of Transport DOC Department of Construction DOIC Department of Information and Communication DOLISA Department of Labor- Invalids and Social Affairs DARD Department of Agriculture and Rural Development EMP Environmental Management Plan ESF Environment and Social Framework E&S Environmental and Social ESIA Environmental Social impact assessment ESCP Environmental and Social Commitment Plan FGD(s) Focus Group Discussion(s) FS Feasibility Study GDP Gross Domestic Product GFU Grievance Facilitation Unit GRS Grievance Redress Service GRM Grievance Redress Mechanism IDA International Development Association IBRD International Bank for Reconstruction and Development JSC Joint Stock Company LMP Labor Management Procedures NGO(s) Non-Government Organization(s) O&M Operation and management ODA Official Development Assistance PPP Public Private Partnership PMU Project Management Unit PPC Provincial People’s Committee PAP Project Affected Person RAP Resettlement Action Plan ROW Right of Way SEP Stakeholder Engagement Plan TV Television US$ US Dollar VND Vietnamese Dong WB World Bank WEIP Water Environment Improvement Project WWTP Waste Water Treatment Plan WPC Ward Peoples’ Committee WU Women’s Union TABLE OFCONTENTS 1. PROJECT DESCRIPTION ....................................................................................................................... 3 1.1. Project Overview ............................................................................................................................... 3 1.2. Objective of the Binh Duong WEIP .................................................................................................. 3 1.3. Project components ........................................................................................................................... 3 1.4. Project Environmental and Social Risks/Impacts ............................................................................. 4 1.5. Objective of the SEP ......................................................................................................................... 5 2. stakeholder identification and analysis ..................................................................................................... 5 2.1. Methodology ..................................................................................................................................... 6 2.2. Affected Parties ................................................................................................................................. 7 2.3. Other interested parties.................................................................................................................... 10 2.4. Disadvantaged/Vulnerable Individual or Groups ............................................................................ 12 3. STAKEHOLDER ENGAGEMENT PROGRAM .................................................................................. 13 3.1. Summary of stakeholder engagement done during project preparation .......................................... 13 3.2. Summary of project stakeholder needs ........................................................................................... 15 3.3. Proposed strategy for information disclosure .................................................................................. 17 3.4. Stakeholder engagement plan.......................................................................................................... 19 3.5. Future Phases of Project .................................................................................................................. 24 4. RESOURCES AND RESPONSIBILITIES FOR IMPLEMENTING STAKEHOLDER ENGAGEMENT ACTIVITIES ................................................................................................................................................... 24 4.1. Resources ........................................................................................................................................ 24 4.2. Management functions and responsibilities .................................................................................... 28 5. Grievance Redress Mechanism (GRM) .................................................................................................. 28 5.1. Objectives of the GRM ................................................................................................................... 28 5.2. Description of GRM ........................................................................................................................ 28 5.3. World Bank Grievance Redress Service ............................................ Error! Bookmark not defined. 6. MONITORING AND REPORTING ...................................................................................................... 32 6.1. Involvement of stakeholders in monitoring activities ..................................................................... 32 6.2. Reporting back to stakeholders ....................................................................................................... 32 ANNEXES ...................................................................................................................................................... 34 Annex 1. The project implementation organization diagram ...................................................................... 34 Annex 2. Consultation Undertaken for the ESIA/ESMP, RAP, LMP and ESCP ....................................... 35 Annex 3. Some pictures during the public consultation meetings .............................................................. 41 Annex 4. Technical Note: Public Consultations and Stakeholder Engagement in WB-supported operations when there are constraints on conducting public meetings ............................ Error! Bookmark not defined. Annex 5. Citizen Engagement (CE) at design stage ................................................................................... 41 1|Page LIST OF TABLES Table 1: Summarize some key potential E&S risks and impacts related to the projectError! Bookmark not defined. Table 2: List of affected Parties ...................................................................................................................... 10 Table 3: List of Other Interested Parties ......................................................................................................... 10 Table 4: Summary of limitations of Disadvantaged/Vulnerable Individuals/Groups ..................................... 12 Table 5: Summary of Stakeholder Needs ........................................................................................................ 15 Table 6: Proposed strategy for information disclosure ................................................................................... 18 Table 7: Proposed Strategy for Consultation ................................................................................................. 20 Table 8: Contact information of key persons ................................................................................................. 24 Table 9: Estimated budget for SEP ................................................................................................................. 25 2|Page 1. PROJECT DESCRIPTION 1.1. Project Overview 1. According to the report by the Department of Construction of Binh Duong province1, Binh Duong province suffers from many existing flood spots. Frequently flooded areas are mainly along the roads that do not have sufficient drainage system in Thuan An, Di An and Tan Uyen’s urban areas, and even relatively low levels of rainfall can cause urban flooding. This has huge impacts on the travel, domestic activities and safety of people living in these areas, disproportionately affecting socially and economically disadvantaged groups involved in street-based livelihoods. As urban flooding also contributes to the spread of waterborne diseases, Binh Duong must address its gaps in wastewater and drainage coverage, not only in terms of investment in infrastructure but also in handwashing and hygiene education. Furthermore, during flooding, stormwater gets mixed with domestic wastewater and other sources of waste and exacerbates pollution to the Dong Nai river system, which creates threats to the water supply for downstream water users. 2. Project investments focus on expanding wastewater collection and treatment capacity in the south Binh Duong to meet increasing demands and to reduce water pollution in the Dong Nai River System2. The current sewage collection and treatment systems of Thu Dau Mot, Thuan An and Di An will operate at full capacity within a few years. Accordingly, there is a critical need to expand the current collection and treatment systems. In addition to supporting critical infrastructure, the project includes targeted activities aimed to strengthening institutional and financial capacity for improved and sustainable services. 3. The project area includes three towns in the south Binh Duong:Thuan An, Di An and Tan Uyen. These towns cover an area of more than 33,000 hectares and have a total population of nearly 1.4 million in 2020. The total investment is estimated at US$ 293 million, of which loans from IBRD will finance US$ 235 million. The lending instrument is Investment Project Financing (IPF), to be implemented over a six-year period. Selection of IPF was based on its flexibility and suitability to incorporate financing for a range of activities, including well defined infrastructure investments, technical assistance, and capacity enhancement measures 1.2. Objective of the Binh Duong WEIP 4. The Binh Duong WEIP aims to improve municipal wastewater services and manage rainwater inundation risks in selected areas of the South Binh Duong region. This will be achieved through: (i) increase access to improved wastewater services; and (ii) reduce pollution to the environment caused by municipal wastewater in selected areas of Binh Duong province. 1.3. Project components 5. The Binh Duong WEIP comprises the following components: â?– Component 1: Wastewater infrastructure development • Sewage collection and network expansion, including sewage pumping stations for Tan Uyen town and Thuan An and Di An cities, with a focus on high density unserved urban areas. • Construction of a new wastewater treatment plant (WWTP) with first stage capacity of 20,000 m³/day for Tan Uyen town; and expansion of the existing WWTPs for 1 Report No. 909/SXD-PTÄ?T&HTKT dated 18/3/2019 2 Within the South Binh Duong area it is estimated that about 75 percent of urban wastewater is being discharged untreated into the Saigon and Dong Nai rivers, with average BOD5 pollution load about 46 tons of BOD5/day. 3|Page Thuan An and Di An cities with additional treatment capacity of 20,000 m³/day each; and • Construction of a stormwater drainage canal, around 1.4 kms in length, adjacent to the WWTP in Tan Uyen to support the safe evacuation and disposal of the treated effluent. â?– Component 2: Institutional strengthening and implementation support • Sub-component 2A: Developing integrated urban water management in the project areas • Sub-component 2B: Support implementation, capacity building • Sub-component 2C: Site clearance, Land Acquisition and compensation Figure 1: Project Location Map 6. The Binh Duong WEIPis being prepared under the World Bank’s Environment and Social Framework (ESF). As per the Environmental and Social Standard (ESS)10 - Stakeholders Engagement and Information Disclosure, the implementing agencies should provide stakeholders with timely, relevant, understandable and accessible information, and consult with them in a culturally appropriate manner, which is free of manipulation, interference, coercion, discrimination and intimidation. 1.4. Project Environmental and Social Risks/Impacts 7. The project will provide the waste water collection system to crowded areas in Tan Uyen, Thuan An and Di An, it is estimated that about 57,000 households could have opportunity to access with the urban services. The collection network cover 9 wards in Tan Uyen town (Khanh Binh, Tan Hiep, Tan Phuoc Khanh, Hoi Nghia, Uyen Hung, Tan Vinh Hiep, Th ạnh Phuoc, Phu Chanh, Vinh 4|Page Tan), 3 wards in Thuan An city (Vinh Phu, Binh Nham and Hung Dinh), and 5 wards in Di An city (Binh An, Binh Thang, Tan Binh, Dong Hoa and An Binh). Collection of wastewaterin these wards/communes could bring great public health improvement benefits for the people, who are living there.This is particularly important to reduce the incidence of waterborne diseases and other community health cost burden. 8. According to the ESIA, potential environmental risks and impact are related to construction works and include common risks such as dust, noise, vibration, generation of solid wastes and wastewater, water quality reduction, localized flooding and related unhygienic conditions, disturbance to landscape; interruptions to public services and infrastructure, traffic and traffic safety issues, health and safety risks to workers, etc,. Most of these are temporary, at low to moderate level and reversible. The main risks and impacts during operation would be permanent changes in land use and elevated local ground elevation at and/or along the existing roads. Regarding wastewater system operations, there are pollution risks due to potential failures at the pumping stations and treatment plant. 9. Potential social risks and adverse impacts include (i) land acquisition from an estimated 94AHs; (ii) the loss of agricultural land, affecting farmers’ livelihoods; (iii) loss of assets affixed to lands and other properties; (iv) the risk that city government units responsible for land acquisition and resettlement may not have the capacity to deliver the land and the resettlement site required for the project in a timely fashion, (vii) the risks and impacts on community health and safety due to construction works (wastewater, dust, noise) and operation (traffic accidents), and related risks from the influx of labor. 10. Details of impacts and mitigation measures are provided in the project's environmental and social documents, specifically: RAP, ESIA, LMP, ESCP and this SEP. During the construction phase, C-ESMP will also be developed by the contractorsto manage and minimize negative impacts. 1.5. Objective of the SEP 11. The SEP is to define a program for stakeholder engagement, including public information disclosure and consultation, throughout the entire project cycle. The SEP outlines the ways in which the project team will communicate with stakeholders and includes a mechanism by which people can raise concerns, provide feedback, or make complaints about project and any activities related to the project. The involvement of the local population is essential to the success of the project in order to ensure smooth collaboration between project staff and local communities and to minimize and mitigate environmental and social risks related to the proposed project activities. In the context of infectious diseases, broad, culturally appropriate, and adapted awareness raising activities are particularly important to properly sensitize the communities to the risks related to infectious diseases. 2. STAKEHOLDER IDENTIFICATION AND ANALYSIS 12. Project stakeholders are defined as individuals, groups or other entities who: (i) are impacted or likely to be impacted directly or indirectly, positively or adversely, by the Project (also known as ‘affected parties’); and (ii) may have an interest in the Project (‘interested parties’). They include individuals or groups whose interests may be affected by the Project and who have the potential to influence the Project outcomes in any way. 13. Cooperation and negotiation with the stakeholders throughout the Project development often also require the identification of persons within the groups who act as legitimate representatives of their respective stakeholder group, i.e. the individuals who have been entrusted by their fellow group 5|Page members with advocating the groups’ interests in the process of engagement with the Project. Community representatives may provide helpful insight into the local settings and act as main conduits for dissemination of the Project-related information and as a primary communication/liaison link between the Project and targeted communities and their established networks. Verification of stakeholder representatives (i.e. the process of confirming that they are legitimate and genuine advocates of the community they represent) remains an important task in establishing contact with the community stakeholders. Legitimacy of the community representatives can be verified by talking informally to a random sample of community members and heeding their views on who can be representing their interests in the most effective way. 2.1. Methodology 14. In order to meet best practice approaches, the project will apply the following principles for stakeholder engagement: • Openness and life-cycle approach: public consultations for the project(s) will be arranged during the whole life-cycle, carried out in an open manner, free of external manipulation, interference, coercion or intimidation; • Informed participation and feedback: information will be provided to and widely distributed among all stakeholders in an appropriate format; opportunities are provided for communicating stakeholders’ feedback, for analyzing and addressing comments and concerns; • Inclusiveness and sensitivity: stakeholder identification is undertaken to support better communications and build effective relationships. The participation process for the projects is inclusive. All stakeholders at all times encouraged to be involved in the consultation process. Equal access to information is provided to all stakeholders. Sensitivity to stakeholders’ needs is the key principle underlying the selection of engagement methods. Special attention is given to vulnerable groups, in particular women, youth, elderly and the cultural sensitivities of diverse ethnic groups. 15. For the purposes of effective and tailored engagement, stakeholders of the proposed project(s) can be divided into the following core categories: • Affected Parties – persons, groups and other entities within the Project Area of Influence (PAI) that are directly influenced (actually or potentially) by the project and/or have been identified as most susceptible to change associated with the project, and who need to be closely engaged in identifying impacts and their significance, as well as in decision- making on mitigation and management measures; • Other Interested Parties – individuals/groups/entities that may not experience direct impacts from the Project but who consider or perceive their interests as being affected by the project and/or who could affect the project and the process of its implementation in some way; and • Vulnerable Groups – persons who may be disproportionately impacted or further disadvantaged by the project(s) as compared with any other groups due to their vulnerable status, and that may require special engagement efforts to ensure their equal representation in the consultation and decision-making process associated with the project. 6|Page 2.2. Affected Parties 16. Affected Parties include local communities, community members and other parties that may be subject to direct impacts from the Project. 17. Figure 2 is a map of the impact zones by placing the affected communities within a geographic area, accordingly: (i) Impacted zones are denoted with a checkered blue array. These zones are located in 17 wards of 3 cities/town (Thuan An, Di An and Tan Uyen). (ii) The green dots representing the affected households by land acquisition appear concentrated in the Uyen Hung ward area for 2 items: Tan Uyen wastewater treatment station; and Suoi Tre canal. (iii) Red cross marks indicate health care centers in the project area. 7|Page Figure 2: Map of impact zones 8|Page 18. Specifically, the following individuals and groups fall within this category: • People who will be physically or economically displaced by the project The project will cause land acquisition and restrictions on land use, which may lead to physical displacement (relocation, loss of residential land or loss of shelter) and economic displacement (loss of productive land, assets or access to assets, leading to loss of income sources or other means of livelihood), including: - Households permanently affected by land acquisition for construction of sewage pumping stations, WWTP and dredging canal. - Households temporarily affected business during construction of drainage system. • Communities in the vicinity of the project’s planned activities Local community who are exposed to pollution, traffic safety risks, GBV risks, human health risks amid the impacts of the ongoing COVID-19 pandemic and among others in the project implementation phase. These groups include: residents, business households, street vendors in Thuan An, Di An and Tan Uyen urban areas, and communes/wards. • Local government officials, including Municipal Administration in the project area, village administrations, environmental protection authorities, health authorities, and Utilities providing urban public services. These groups include: Binh Duong Provincial People’s Committee (Binh Duong PPC), Binh Duong PMU for Water Supply – Sewerage - Environment Project (Binh Duong PMU), Department of Planning and Investment (DPI), Department of Finance (DOF), Department of Natural Resources and Environment (DONRE), Department of Transport (DOT), Department of Construction (DOC), Department of Information and Communication (DOIC), Department of Labor - Invalids and Social Affairs (DOLISA), Department of Agriculture and Rural Development (DARD), City/town LFDC; Thuan An City People’s Committee, Di An City People’s Committee, Tan Uyen Town People’s Committee, 17 Ward People’s Committees in the project area. Public service utilities (tele-communication, power, water supply, traffic management). • Health staffs and Sanitation workers Potential occupational accident and infectious diseasesin the process of participating in the project. Human health risks amid the impacts of the ongoing COVID-19 pandemic. These groups include: - Health staffs who work in the health clinics, polyclinics,district hospital or quarantine posts in the project areawhen the covid-19 outbreak occurs. - Sanitation workers who directly collect, sort and treat waste in the project area. 9|Page Table 1: List of affected Parties No. Affected parties Type of Impacts 1 Affected households Permanently affected by land acquisition Temporary impact of business 2 Residents Risks of pollution, traffic safety/gender violence/ human healthamid the impacts of the ongoing COVID-19 pandemic Beneficiaries, directly connected to the project's wastewater collection and treatment system 2.3. Other interested parties 19. The projects’ stakeholders also include parties other than the directly affected communities, including: • Government officials, permitting and regulatory agencies at the national and regional levels, including environmental, technical, social protection and labor authorities; • Civil society groups (CSGs) and Non-Government Organizations (NGOs). According to the survey results in September 2020, there are not any Civil society group/NGO headquarters in Binh Duong province. However, there are many civil society groups and NGOs in neighbourhoods like Ho Chi Minh city,on the regional, national, that pursue environmental and socio-economic interests and may become partners of the project; • Business owners and providers of services, goods and materials within the project area that will be involved in the project’s wider supply chain or may be considered for the role of project’s suppliers in the future; • Residents within the project area, who can benefit from employment and training opportunities stemming from the project. The number of workers expected to mobilize in the construction phase is 300 people. • Mass media and associated interest groups, including local, regional and national printed and broadcasting media, digital/web-based entities, and their associations. 20. The following table indicates other interested partiesof the Binh Duong WEIP. Table 2: List of Other Interested Parties Interest parties Key Interests in the project State ministries and government - State ministries and government agencies are key stakeholders for the agencies project and needs to be informed about project progress; - State ministries and government agencies need to ensure project compliance with national legislation and collaboration with relevant national plans/programs. + To develop the project list, summarize of ODA project list, as the key agency to prepare contents, organization for and proper control of ODA sources. + To submit the Prime Minister for approval of the local financial mechanism applicable for project before the loan agreement is 10 | P a g e Interest parties Key Interests in the project signed. Examine the fund withdraw application and disbursement of IDA/IBRD funds for project in compliance with the current regulations. Simultaneously, conduct the financial management over the use of the financing source for sub-projects and accounting the state budget for this financing source. + Review on the environmental issues, solid waste management of the project. + Review on technical issues of the project components; guide, inspect the compliance of the regulations on preparation of the investment construction project, preparation and management of the investment cost; guide on appraisal of technical designs, working designs and cost estimates of the project components; guide, inspect on the quality control of the construction works; guidance on verifications, certification of the suitability of the quality of the construction works; coordinate with MOF for the determination of the sewerage tariff and inspect, monitor the implementation Binh Duong province - The Executive Agency: Binh Duong Provincial People’s Committee (Binh Duong PPC). - Department of Construction (DOC), Department of Planning and Investment (DPI), Department of Finance (DOF), Department of Natural Resources and Environment (DONRE), Department of Science and Technology (DOST), Binh Duong PMU for Water Supply – Sewerage - Environment Project (PMU-BIWASE), People's Committees of Thuan An, Di An cities and Tan Uyen town, Provincial Women's Union will coordinate the provincial agencies to ensure the timely implementation. - In addition, the following stakeholders are also closely related to the project's activities and contribute to the success of the project such as: Department of Labor- Invalids and Social Affairs(DOLISA); Department of Agriculture and Rural Development (DARD);Department of Transport (DOT); Department of Information and Communication (DOIC); and Binh Duong PLFDC. Thuan An, Di An Cities and Tan - The Binh Duong WEIP is proposed to be implemented in 3 Uyen Town cities/towns of Binh Duong province, namely Thuan An, Di An, and Tan Uyen. - Local government institutions protect the rights of inhabitants in the project area and represent the local communities/PAPs; - ThuanAn/Di An/Tan Uyen have responsibility for land clearance (CLFDC) Mass organizations - Mass organizations operate at central/national down to provincial, city, and commune/ward levels. They main role is mobilization, mediating problems and dissemination of information through their members. 11 | P a g e Interest parties Key Interests in the project - These organizations get feedback from the population and can channeled complaints and concerns regarding any impact of the Project on the community. NGOs and other civil society groups - Groups that pursue environmental and socio-economic interests and may become partners of the project. Business owners and providers - Business owners and providers of services, goods and materials within the project area that will be involved in the project’s wider supply chain or may be considered for the role of project’s suppliers in the future. Residents/ Citizen groups - Residents within the project area, who can benefit from employment and training opportunities stemming from the project - Residents can be involved in the preparation, implementation and monitoring of project activities such as resettlement or environment. Utilities - Companies in charge of water supply, waste water and drainage in Thuan An city, Di An city and Tan Uyen town have a direct interest in the project. Mass media and associated interest - Information related to the project groups 2.4. Disadvantaged/Vulnerable Individual or Groups 21. Disadvantaged/Vulnerable Individual or Groups refers to those who may be more likely to be adversely affected by the Project. Such groups may be less able to take advantage of a project’s benefits. Such groups are also more likely to be excluded from the consultation process. Various types of barriers may influence the capacity of such groups to articulate their concerns and priorities about project impacts. Engagement with the vulnerable groups and individuals often requires the application of specific measures and assistance aimed at the facilitation of their participation in the project-related decision making so that their awareness of and input to the overall process are commensurate to those of the other stakeholders. 22. Within the Project, the vulnerable or disadvantaged groups may include and are not limited to the following: (i) Elderly people and/or social policy householders (invalid soldiers, martyrs, heroic mothers); (ii) Poor/near-poor families; (iii) Persons with disabilities and their caretakers; and (iv) Women, particularly women-headed households or single mothers with underage/dependent children. Each vulnerable or disadvantaged individuals or groups may have the limitations in participating and/or in understanding the project information or participating in the consultation process.Vulnerable groups within the communities affected by the project will be further confirmed and consulted through dedicated means, as appropriate. Description of the methods of engagement that will be undertaken by the project is provided in the following sections. Table 3: Summary of limitations of Disadvantaged/Vulnerable Individuals/Groups 12 | P a g e Disadvantaged/Vulnerable Limitations Mitigation measures Individuals/Groups Elderly people and/or social Limited ability to move long Meetings should be held at policy householders (invalid distance. the local cultural house of soldiers, martyrs, heroic community. mothers); Persons with disabilities and their Persons with disabilities and Documents need to be large caretakers. their caretakers. and clear, use audio-visual aides, host meetings in wheelchair accessible venues Poor/near-poor families Their voices in community Holding separate focus group meetings often have less meetings will make it easier weight. to express their ideas and aspirations. Women, particularly women- They are very limited in terms Adjustment of timing of headed households or single of time because they have to meetings to avoid working mothers with take on many roles at the same time; And if possible, the underage/dependent children time. project arrange a facilities such as care of a child or children while they participate in the meeting. 3. STAKEHOLDER ENGAGEMENT PROGRAM 3.1. Summary of stakeholder engagement done during project preparation 23. The Binh Duong WEIP is under preparation in the midst of an ongoing COVID-19 pandemic around the World. Stakeholder engagement therefore should not be deferred, but rather designed to be fit for purpose to ensure effective and meaningful consultations to meet project and stakeholder needs. The PMU and consultants have strictly followed the instructions below: • Review the country COVID-19 spread situation in the project area, and the restrictions put in place by the government to contain virus spread; • Review the draft Stakeholder Engagement Plan (SEP) and other agreed stakeholder engagement arrangements, particularly the approach, methods and forms of engagement proposed, and assess the associated potential risks of virus transmission in conducting various engagement activities; • Be sure that all task team and PMU members articulate and express their understandings on social behavior and good hygiene practices, and that any stakeholder engagement events be preceded with the procedure of articulating such hygienic practices. 13 | P a g e • Avoid public gatherings (taking into account national restrictions), including public hearings, workshops and community meetings, and minimize direct interaction between project agencies and beneficiaries / affected people. 24. In the context of COVID-19 pandemic was controlled in Vietnam. Small meetings were permitted, conduct consultations in small-group sessions in September and October, 2020. Stakeholder engagements have done during project preparation, including: • Consultation meetings: 24 consultation meetings were conducted in Binh Duong PPC and 17 wards in the project area with 166 participants in which female participation accounts for 46.9%. The participants included wide-ranging representatives from implementing agency (PMU staff), local governmental agencies (City/district PCs, LFDCs, Ward/Commune PCs, Land cadastral), community (community heads, project direct affected households and beneficiaries), and local mass organizations (Women's Union, Fatherland Front, Veterans Association, Youth Union). • In-depth interviews: 66 in-depth interviews were conducted for the representatives of some specifically affected households such as vulnerable HHs, relocated HHs, severely affected HHs, and local authorities of project involved agencies. • Focus group discussion: 21 focus groups were conducted with participants including the village leader and beneficiaries,from 3 to 6 participants in each group. 25. The goals of these activities are: (i) Equal access to information is provided to all stakeholders; (ii) Validate proposed factors, assumptions and actions to ensure that they are consistent with the local conditions and practices; (iii) Learn about the role and experience of organizations in the field of social and environmental safeguard and collection information on relevant the project areas; (iv) Promote the roles and involvement of these organizations in the project activities. 26. Feedback received during consultation was presented in the Annex 2 and was taken into account by Binh Duong PMU and the stakeholders. All the meeting minutes are documented and presented in the Annex 3. Stakeholder characteristics and needs are addressed in sections 3.2 of this SEP. 14 | P a g e 3.2. Summary of project stakeholder needs 27. The following table summarizes the stakeholders needs for the Binh Duong WEIP. Different engagement methods are proposed and cover different needs of the stakeholders. Table 4: Summary of Stakeholder Needs Stakeholder Key characteristics Languages Engagement methods Preferred notification Specific Needs Group Needs means Central - Ministries and government Vietnamese - Structured Agenda - Email & mail - Hard-copy and soft-copy documents; government agencies - Formal meetings notification and - General information on the project telephone; - Aide-memoire Local - Relevant department in Binh Vietnamese - Structured Agenda - Letter and Email - Hard-copy and soft-copy documents; government Duong PPC concerned with - Formal meetings - Technical information on proposed agencies project investments (i.e. investments. Provincial Steering Committee for the Binh Duong WEIP,DPI, DOF, DOC, DONRE, DOST, DOLISA, DARD, DOT, DOIC), Binh Duong PLFDC) - Utilities Implementing - PMU Vietnamese - Formal meetings - Letter, Email and - Presentation of ESF; agencies - Tan Uyen, Thuan An and Di An - Focus Group Phone - The Right of Way (ROW) of the C/TPCs and CLFDCs Meetings/ proposed investments. - 17 WPCs in the project area Discussions - Site visits Physically or - 94 households affected by Vietnamese - One-on-one - Written information, - Adjustment of timing of meetings to economically permanent land acquisition interviews; radio, phone avoid working time; displaced People - 87 households affected by - Site visits. - Technical information on proposed temporary land acquisition. - Focus Group investments. Meetings/ - The Right of Way (ROW) of the Discussions; proposed investments. - Community - The compensation rates will be consultations determined based on the results of independent appraisal of the 15 | P a g e Stakeholder Key characteristics Languages Engagement methods Preferred notification Specific Needs Group Needs means land/crops/assets (associated with the land) in a timely and consultative manner. Communities in Local community who are Vietnamese - Community - Posters at ward PC - Suitable location for consultations the vicinity of exposed to pollution, traffic consultations office; with PAP (i.e. ward/ commune); the project’s safety risks, gender risks, human - Formal meetings - Local media (radio, - Adjustment of timing of meetings to planned health risks amid the impacts of - Focus Group TV); avoid working time; activities and the ongoing COVID-19 Discussions (FGDs) - Separate consultation - Reaching absentee PAPs health centers pandemic and among others in and FGD with women - Involve mass organization the project implementation and affected persons (especially women’s union) in phase. with a special consultation preparation to ensure consideration for inclusion of women and vulnerable vulnerable and and disadvantaged groups in disadvantaged groups. Stakeholder engagement. - Preparation of minutes of meetings. Disadvantaged - Female PAPs Vietnamese - Focus Group - Issuance of invitations - Conduct specific consultations with or vulnerable Poor and other vulnerable groups Meetings/ specific to the relevant each of these groups separately in a groups Discussions groups - One-on-one - Posters at ward PC location and venue easily accessible interviews office; to them. For disable persons, conduct - Local media (radio, one-on-one interview. Women’s TV). union will be used as mediators and will be involved reaching these groups. - Consultation with vulnerable people will be conducted throughout the project life. - Preparation of minutes of meetings. 16 | P a g e 3.3. Proposed strategy for information disclosure 28. Multiple channels will be used to publish information linked to project activities. These include: (i) disclosure of all relevant documents in the relevant sites and through the WB website. The documents will also be made available to local communities, in a manner and language to be understandable to them (ii) publication of posters and public notification in the targeted areas accessible to local communities, mass organizations and other stakeholders; (iii) broadcasting notification through local medias; and (iv) stakeholder workshops. 29. Free printed copies of the ESIA, RAP, LMP, ESCP and the SEP in Vietnamese will be made accessible for the general public at the following locations: • PMU office; • Binh Duong PPC’s office; • Thuan An, Di An and Tan Uyen C/TPC’s office; • Project Ward/commune PC’s office; and • Other designated public locations to ensure public dissemination of the project materials. 30. Electronic copies of the ESIA, RAP, LMP, ESCP, and SEP will be placed on the project web- site as well as Binh Duong PPC official website. This will allow stakeholders with access to Internet to view information about the planned development and to initiate their involvement in the public consultation process. The web-site will be equipped with an on-line feedback feature that will enable readers to leave their comments in relation to the disclosed materials. 31. The PMU will employ different means of communication to disseminate information to different categories of stakeholders, and to engage them in consultations: • To reach the maximum audience, radio spots (local radio) will be transmitted; • Information will be posted at ward/commune PCs, to transmit brief information regarding the project activities and upcoming consultations; • Workshop with the local communities for in-depth consultations; • Brochures and leaflets which will contain information on eligibility criteria and entitlement matrix- these brochures will be distributed to affected people in Thuan An, Di An cities and Tan Uyen town; • Press releases/press conferences; • Consultations in cities/towns for all locally based stakeholder groups. • Separate meetings will be conducted for women and other vulnerable and disadvantaged groups (as needed). Suitable location(s) will be identified with easy access. 32. The table below summarizes the proposed strategy for information disclosure. 17 | P a g e Table 5: Proposed strategy for information disclosure Stage Target stakeholders List of information to be Methods proposed Timing proposed disclosed Members of target communities - Project Design Summary - Community Meetings, Events, Gatherings; Before appraisal (expected in target - Drafts of SEP, ESCP, - Making available printed at PPC/DPC/WPC’s from November 15 to 30, 2020) wards/districts/Province ESIA, RAP, LMP offices; PMU (Vietnamese versions) (Including: GRMs) - Electronic copies at ward/district level focal offices Project preparation as well as online portals (Binh Duong Province website) Members of target communities - Project Design Summary - Community Meetings, Events, Gatherings; After appraisal (expected in target - Final versions of SEP, - Making available printed at PPC/DPC/WPC’s December 31, 2020) wards/districts/Province ESCP, ESIA, RAP, LMP offices; PMU (Vietnamese versions) (Including: GRMs) All stakeholders - Project Design Summary Electronic copies at ward/district level focal offices as After appraisal (expected - Final versions of SEP, well as online portals December 31, 2020) ESCP, ESIA, RAP, LMP - Binh Duong Province website (Vietnamese or/and (Including: GRMs) English versions); - World bank website (English versions) Affected households , Detail Compensation plans Brochures and leaflets At least 20 days before individuals or organizations Official letterto each PAPs or/and any additional form submitting them for approval (PAPs) they may receive People who may benefit from - Selection criteria and TOR - Group meetings with mass organizations to engage - Prior to start of civil work at Project implementation employment opportunities for employment women and vulnerable groups; ward/communes opportunities for - Media releases and/or newsletters via email; construction work. Project workers - LMP, - Meetings/Training - Prior to start of civil work at - Employee Grievance project site Procedure; - Staff handbook Stakeholder representative at - Summary of the outcome - Review Meetings After completing the national, district and of project monitoring - Media releases and/or newsletters via email; monitoring 2 weeks community level (including GRM) - Project Progress Reports Twice a year from December 2022 to December 2026 18 | P a g e 3.4. Stakeholder engagement plan 33. The project will continue to engage with, and provide information to, project-affected parties and other interested parties throughout the life-cycle of the project, in a manner appropriate to the nature of their interests and the potential environmental and social risks and impacts of the project. 34. With the outbreak and spread of COVID-19, people have been advised, or may be mandated by national or local law, to exercise social distancing, and specifically to avoid public gatherings to prevent and reduce the risk of the virus transmission. The GoV has taken various restrictive measures depending on the COVID pandemic control situation, some imposing strict restrictions on public gatherings, meetings and people’s movement, and others advising against public group events. These restrictions have affected Bank requirements for public consultation and stakeholder engagement in the project.The Bank’s Technical Note was issued to guide the public consultation and stakehold er engagement activities during COVID-19 (See Annex 4 for details). The Note offers suggestions to the client on managing public consultation and stakeholder engagement, with the recognition that the situation is developing rapidly, and careful regard needs to be given to national requirements and any updated guidance issued by the World Health Organization (WHO). It is important that the alternative ways of managing consultation and stakeholder engagement discussed with the client are in accordance with the local applicable laws and policies, especially those related to media and communication. 35. The table below summarizes the proposed strategy for consultation. 19 | P a g e Table 6: Proposed Strategy for Consultation Project Topic of consultation/message Methods used Target stakeholders Responsibilities stage PROJECT - Public meetings (separate meetings specifically for - Project interventions and scope. - All affected parties; - PMU E&S team. PREPARA - Project E&S principles, and women and vulnerable as needed). - All Interested Parties - Consultants. TION risks/impacts and - Focus group discussions proposed mitigation measures - Disclosure of project information (booklets, posters, - ESIA, RAP, SEP, ESCP, LMP website). disclosures - Posters at city/ward/ commune PCs. - Grievance redress mechanism - Mass/social media communicationMass/social media communication with an on-line feedback feature Citizen engagement at design(See - Face-to-face public meetings, trainings/workshops - Technical Consultants - PMU. Annex 5 for details) - Sharing of project relevant documents. - Communities in the - Consultants. vicinity of the project’s planned activities - Beneficiaries STAGE 2: Training on: - Trainings/workshops Provincial Steering - Binh Duong PPC PROJECT (1) The ESIA/ESMP, SEP, RAP, - Survey before and after training Committee for the Binh - PMU. IMPLEME LMP and Coordination activities - Sharing of project relevant documents. Duong WEIP: - Consultants. NTATION - Repres. of Binh Duong PPC - Repres. of MOC - Repres. of MPI - Repres. of DONRE - Repres. of DOF - Repres. of DOST - Repres. of PMU- BIWASE - Repres. of Thuan An, Di Anand Tan UyenC/TPC - Repres. of WU And - Local authorities (PPC, C/DCs, C/WPCs). - DOLISA. 20 | P a g e Project Topic of consultation/message Methods used Target stakeholders Responsibilities stage - LFDCs. - WUs - Public service utilities (tele-communication, power, water supply, traffic management) Project inception meetings and - A letter of invitation will be sent to all PAPs before - PAHs, including - PMU E&S team. review meetings: (i) Disseminate the meeting in their area. Disadvantaged/Vulnerab - Consultants. information and compensation - Face-to-face public meetings. le Individual or Groups - City/District Land Fund policies (Before DMS - Separate in-depth consultation with PAPs. Development Centre. implementation and/or submitting - Focus Group Discussions. compensation plan for approval) - HH questionnaires. - Mass/social media communication Mass/social media communication with an on-line feedback feature Project inception meetings and - Face-to-face public meetings. - Severely PAHs and - PMU E&S team. review meetings: (ii) Resettlement - Separate in-depth consultation with PAPs. vulnerable households - Consultants. and livelihood restoration - Focus Group Discussions. - Other Interested Parties - City/District Land Fund options(after identifying severely - Questionnaire survey. Development Centre. affected and vulnerable households at compensation plan preparation phase). Project inception meetings and - Face-to-face public meetings. - PAPs. - PMU E&S team. review meetings: (iii) Land - Separate in-depth consultation with PAPs. - Vulnerable groups. - Consultants. compensation and acquisition - Separate meetings as needed for women and - Other Interested Parties - City/District Land Fund packages; (iv) Resettlement and vulnerable. Development Centre. livelihood restoration - Focus Group Discussions. - Construction supervision implementation. and independent E&S monitoring consultants. - Contractors/sub- contractors. Project inception meetings and - Face-to-face public meetings/ workshops. - Local authorities (PPC, - PMU E&S team. review meetings: (v) Selection - Sharing of project relevant documents. C/DCs, C/WPCs). - Consultants. criteria and TOR for employment - DOLISA. 21 | P a g e Project Topic of consultation/message Methods used Target stakeholders Responsibilities stage opportunities for construction - Residential - Construction supervision work. - Other Interested Parties and independent E&S monitoring consultants. - Contractors/sub- contractors. Project inception meetings and - Face-to-face public meetings. - All affected parties; - PMU E&S team. review meetings: (vi)Periodic E&S - Sharing of project relevant documents. - Local authorities (PPC, - Independent E&S monitoring - in-depth interview C/DCs, C/WPCs). monitoring consultants. - Focus Group Discussions. - LFDCs. - Questionnaire survey. - Construction supervision consultant; - Contractors/sub- contractors Training on - Trainings/workshops - Construction - PMU E&S team. (2) Occupational Health and - Survey before and after training Supervision consultants. - Construction supervision Safety Module and Labor and - Sharing of project relevant documents. - Contractors/sub- and independent E&S Working Conditions contractors and their monitoring consultants. workers. - Contractors/sub- - Service providers, contractors. suppliers and their workers. Training on: - Trainings/workshops For representatives of - PMU E&S team. (3) Gender-Based Violence Risk - Survey before and after training Departments/sectors, local - Construction supervision Mitigation, disability inclusion. - Sharing of project relevant documents. authorities, PMU staff, and independent E&S And local communities: monitoring consultants. - Beneficiaries - Contractors/sub- - Disadvantaged/Vulnerab contractors. le Individual or Groups - Other Interested Parties Raising awareness of the people - Public meetings (separate meetings specifically for - Beneficiaries - PMU E&S team. about the sustainable environment women and vulnerable as needed) - Disadvantaged/Vulnerab - Local authorities (PPC, and connecting to the project's - Trainings/workshops le Individual or Groups C/DCs, C/WPCs). wastewater collection network. - Focus group discussions - Other Interested Parties - Consultants - Disclosure of project information (booklets, posters, website). 22 | P a g e Project Topic of consultation/message Methods used Target stakeholders Responsibilities stage - Posters at city/ward/ commune PCs. - Mass/social media communication Mass/social media communication with an on-line feedback feature STAGE 3: - Project status. - Face-to-face public meetings. - PAPs. - PMU E&S team. PROJECT - Satisfaction with engagement - Separate in-depth consultation with PAPs. - Vulnerable groups. - Independent E&S OPERATION activities and GRM. - Separate meetings as needed for women and - Other Interested Parties monitoring consultants. (Close out vulnerable. Phase) - Focus Group Discussions. - Questionnaire survey. Ex-post E&S evaluation - Face-to-face public meetings. - All affected parties; - PMU E&S team. - Sharing of project relevant documents. - Local authorities (PPC, - Independent E&S - in-depth interview C/DCs, C/WPCs). monitoring consultants. - Focus Group Discussions. - LFDCs. - Questionnaire survey. - Construction supervision consultant; - Contractors/sub- contractors. 23 | P a g e 3.5. Future Phases of the Project Stakeholders will be kept informed as the project develops, including reporting on project environmental and social performance and implementation of the stakeholder engagement plan and grievance mechanism. Project should report at least annually to stakeholders, but often will report more frequently during particularly active periods, when the public may experience more impacts or when phases are changing (for example, quarterly reports during construction, then annual reports during implementation). 4. RESOURCES AND RESPONSIBILITIES FOR IMPLEMENTING STAKEHOLDER ENGAGEMENT ACTIVITIES 4.1. Resources 36. The PMU will be in charge of stakeholder engagement activities. 37. The Table below provides contact information if people have comments or questions about the project or the consultation process; that is, phone number, address, e-mail address, title of responsible person (individual names may change). Table 7: Contact information of key persons Contact PMU Director PMU social specialist PMU Focal person information environmental for GRM specialist Name Nguyen Thi Thu Van Truong Le Quynh Nga Nguyen Phuong Thao Tel 0915331778 0886086486 0931831082 Email Thuvan20072008@yahoo.com.vn Ngabiwase2015@gmail.com Phuockhai0411@gmail.com Address 11 Ngo Van Tri, Phu Loi ward, Thu Dau Mot city, Binh Duong province 38. Adequate budgetfor stakeholder engagement will be allocated toward stakeholder engagementfrom the overall project cost, which will include cost for organizing meetings, workshops and training, hiring of staff, field visits to project locations, translation and printing of relevant materials and operating GRMs. The cost for environmental and social mitigation measures at construction sites will be integrated into the construction costs and will be borne by the contractors. 39. A tentative budget for implementing the stakeholder engagement plan over the project cycle is reflected in Table 8. Total roughly estimated cost for SEP implementation is VND1,683,000,000equal to US$72,201(US$1 = VND23,310). 40. The PMU will review this plan every six months to determine if any changes to stakeholder classification or engagement are required. If so, the plan will be updated, and a new revision distributed. The budget will be revised accordingly. 24 | P a g e Table 8: Estimated budget for SEP Total cost No. Stakeholder Engagement Activities Interpretation Unit Quantity Unit Price (VND) I Project Preparation Phase 0 Information Disclosure: (i) Drafts of SEP, 1 ESCP, ESIA, RAP and LMP; (ii) Finals of - - - 0 SEP, ESCP, ESIA, RAP and LMP Included in the Bidding Consultations about (i) Project Package for E&S documents interventions and scope; and E&S 2 - - - 0 principles, and risks/impacts and proposed mitigation measures 3 Citizen Engagement at design Included in the Design Package - - - 0 Project Implementation and close out II 1,530,000,000 Phase 1 Training courses (i) For representatives of Departments/sectors, local authorities, PMU staff, LFDCs. Implementation right before starting project activities, expected 2 courses, 15 people The ESIA/ESMP, SEP, RAP, LMP and each course . 1.1 Course 5 20,000,000 100,000,000 Coordination activities. (ii) To representatives of Contractor and Construction Supervision Consultant. Implement as soon as possible after mobilization of contractors. Estimated 3 courses, 15 people each course. For PMU staff, representatives of Contractors and Occupational Health and Safety Module 1.2 Construction Supervision Course 3 20,000,000 60,000,000 and Labor and Working Conditions Consultants. Implement as soon as possible mobilization 25 | P a g e Total cost No. Stakeholder Engagement Activities Interpretation Unit Quantity Unit Price (VND) of contractors. Estimated 3 courses, 15 people each course. (i) For representatives of Departments/sectors, local authorities, PMU staff, WUs. Implemented right before starting project activities. Estimated 2 courses, 15 people 1.3 Gender-Based Violence Risk Mitigation each course. Course 3 20,000,000 60,000,000 (ii) For community representatives, local core media forces such as women unions, youth unions... Estimated 3 courses, 15 persons each course. Project inception meetings and review 2 meetings Disseminate information and 2.1 - - - 0 compensation policies Resettlement and livelihood restoration 2.2 - - - 0 options Included in the cost of RAP Land compensation and acquisition implementation packages; 2.3 - - - 0 Resettlement and livelihood restoration implementation. Included in the Contractor's Selection criteria and TOR for employment 2.4 - - - 0 opportunities for construction work. Construction Packages Objects are the beneficiary Raising awareness of the people about the households in the service area sustainable environment and connecting to 2.5 of the project. The awareness the project's wastewater collection raising will be coordinated in network. many forms, as detailed below: 26 | P a g e Total cost No. Stakeholder Engagement Activities Interpretation Unit Quantity Unit Price (VND) TOT training for key communication staff in 17 Public meetings/training/workshops (TOT wards and 3 cities/town of Tan Course 20 20,000,000 400,000,000 trainning) Uyen, Thuan An, and Di An. Expected 20 courses, 15 people each course. 3 radio news, each news on the ward radio station continuously news 3 20,000,000 60,000,000 for 5 days at suitable time Broadcasting news frames 3 Televisions news on Binh news 3 50,000,000 150,000,000 Duong Television Channel 2.6 Periodic E&S monitoring Included in the independent - - - 0 2.7 Ex-post E&S evaluation monitoring consulting package - - - 0 3 Citizen Engagement at design Included in the Design Package - - - 0 4 Communication materials LS 1 100,000,000 100,000,000 2 persons * 2 months/year * man- 5 Specialiest (2 per*2months/yr*5yr) 20 20,000,000 400,000,000 5years month 2 persons * 2 months/year * man- 6 Travel expenses and others 20 10,000,000 200,000,000 5years month III Sub-Total (= I + II) 1,530,000,000 IV Contigency (=10%*III) 153,000,000 TOTAL 1,683,000,000 27 | P a g e 4.2. Management functions and responsibilities 41. The project implementation arrangements are as follows: • At community level, SEP activities will mostly be done by PMU E&Steam with supporteofthe relevant departments at city/province level. • At national level, the Implementation of the SEP will be coordinated by MOC in collaboration with members of the project preparation team. 42. The overallmanagement responsibilityfor carrying out stakeholder engagement activities isDirector of the PMU. The contact details for the Executive Director are mentioned at the table 7. 43. The stakeholder engagement activities will be documented (by written and oral comments) and reviewed by the PMU safeguard team whose information and contact details will shared during the first consultation meetings. The minutes of consultations will be supplemented with any written comments received within the deadline after the consultation. The comments will be entered into a format with official responses to each issue raised. This response, matrix will be shared with the participants by email and put on the PPC/City website. The Minutes and response matrix will be available in English and Vietnamese. 44. The SEP will remain in the public domain for the entire period of project development and will be updated as needed as the project progresses through its various phases. This will help to ensure timely identification of new stakeholders and interested parties and their involvement in the process of collaboration with the project. The methods of engagement will also be reviewed periodically to assess their effectiveness and relevance to the project’s evolving environment, and will be modified as necessary to ensure continued effectiveness. 5. GRIEVANCE REDRESS MECHANISM (GRM) 5.1. Objectives of the GRM 45. The main objective of a Grievance Redress Mechanism (GRM) is to assist to resolve complaints and grievances in a timely, effective and efficient manner that satisfies all parties involved. Specifically, it provides a transparent and credible process for fair, effective and lasting outcomes. It also builds trust and cooperation as an integral component of broader community consultation that facilitates corrective actions. Specifically, the GRM: • Provides affected people with avenues for making a complaint or resolving any dispute that may arise during the course of the implementation of projects; • Ensures that appropriate and mutually acceptable redress actions are identified and implemented to the satisfaction of complainants; and • Avoids the need to resort to judicial proceedings. 5.2. Description of GRM 46. Grievance redress mechanism of the project will be conducted in compliance with the Law No.02/2011/QH13 on Complaints and Law No.25/2018/QH14 on Denunciation. The grievances will be redressed in 03 steps before to be undertaken in a court of law. 28 | P a g e 47. The Binh Duong WEIP is implemented in urban areas. Therefore, the time for settling complaints is based on Articles 28 and 37 of the Law on Complaints No.02/2011/QH13 applicable to areas with undifficult travel conditions, specifically: • The time limit for settling a first-time complaint does not exceed 30 days after the complaint is accepted. For a complicated case, this time limit may be prolonged but must not exceed 45 days after the complaint is accepted. • The time limit for settling a second-time complaint does not exceed 45 days after the complaint is accepted. For a complicated case, this time limit may be prolonged but must not exceed 60 days after the complaint is accepted. 48. The GRM established for the project includes the following steps: The first step - Ward People’s Committee (WPC). An affected household is to take his/her complaint to any member of the People's Committee of the ward/commune, through the village/cluster head or directly to WPC, in written or oral form. The said member(s) of the WPC or the village head will inform the WPC on the complaint. The WPC will work directly in person with the said affected household and will decide on the settlement of the complaint within 10 working days after receiving such complaint. The secretariat of the WPC is responsible for documenting and recording all the complaints that it is handling. The time limit for settling a first-time complaint does not exceed 30 days after the complaint is accepted. For a complicated case, this time limit may be prolonged but must not exceed 45 days after the complaint is accepted. Within 30 days after the expiration of the complaint settlement time limit specified, if a first- time complaint remains unsettled, or after receiving a first-time complaint settlement decision, if the complainant disagrees with this decision, he/ she may make another complaint with a person competent to settle second-time complaints at City/District People’s Committee or Provincial People’s Committee. The second step – City/District People’s Committee (City/DPC).Upon receipt of complaint from the households, the DPC will have 10 days following the lodging of the complaint to resolve the case. The DPC is responsible for documenting and keeping file of all complaints that it handles. The time limit for settling a second-time complaint does not exceed 45 days after the complaint is accepted. For a complicated case, this time limit may be prolonged but must not exceed 60 days after the complaint is accepted. Upon the expiration of the complaint settlement time limit specified, if a complaint remains unsettled or a complainant disagrees with a second-time complaint settlement decision, he/she has right to escalate complaints at Provincial People’s Committee or institute at district court in accordance with the Law on Complaint. • The third step– Provincial People’s Committee (PPC). Upon receiving a complaint from the household, the PPC will have 10 working days to resolve the case. The PPC is responsible for filing and storing documents for all complaints to be submitted. 29 | P a g e The time limit for settling a second-time complaint does not exceed 45 days after the complaint is accepted. For a complicated case, this time limit may be prolonged but must not exceed 60 days after the complaint is accepted. Upon the expiration of the complaint settlement time limit specified, if a complaint remains unsettled or a complainant disagrees with a second-time complaint settlement decision, he/she has right to institute at provincial court in accordance with the Law on Complaint. Decision of the court is the last source that complainant should follow. For all levels, within 07 working days from the date of conclusion of complaint,the decision ruling the settlement of complaints have to be issued and sent to complainants and concerned parties and shall be publicly posted at the headquarters of the People's Committee of the relevant level. 49. At the beginning of the project implementation, Grievance Redress Committees will be established from communal/ward to provincial levels based on the existing structures consisting of concerned departments, mass organizations, women and ethnic representatives. At the communal level the community-based organization will incorporate the existing grievance mechanisms that will be chaired by the leader of the WPC. The grievance mechanism and procedures will resolve complaints, and with the availability of local resources resolve conflicts not only on safeguard issues but also on other issues during project implementation. Based on this structure, the community-based organization would assist during the project preparation, design, implementation, and future developments. The grievance mechanism will be applied to persons or groups that are directly or indirectly affected by theproject, as well as those that may have interests in theproject and/or have the ability to influence its outcome either positively or negatively. 50. In order to minimize complaints to the provincial level, the PMU will cooperate with the City Resettlement Committee to participate in and consult on settling complaints. Staff, assigned by the PMU, will formulate and maintain a database of the PAPs’ grievances related to the Project including information such as the nature of the grievances, sources and dates of receipt of grievances, names and addresses of the aggrieved PAPs, actions to be taken and current status. In the case of verbal claims, the reception board will record these inquiries in the grievance form at the first meeting with affected people. 51. The grievance resolution process for the Project, including the names and contact details of Grievance Focal Points and the Grievance Facilitation Unit (GFU), will be disseminated through information brochures and posted in the offices of the People’s Committees at the wards/communes and city and at the PMU. All complaints and grievances will be properly documented and filed by the commune and City PCs as well addressed by PMU through consultations in a transparent and proactive manner. These grievance documents and reports will be made publicly accessible. All costs associated with the grievance handing process incurred by the claimant and/or her/his representatives are to be covered by the project developer. To ensure that the grievance mechanisms described above are practical and acceptable to PAPs, local authorities and communities, taking into account specific cultural attributes as well as traditional-cultural mechanisms for raising and resolving complaints and conflicting issues. 52. Grievances related to Gender Based Violence (GBV). To avoid the risk of stigmatization, exacerbation of the mental/psychological harm and potential reprisal, the GRM shall have a different and sensitive approach to GBV related cases. Where such a case is reported to the GRM, it should 30 | P a g e immediately be referred to the appropriate service providers, such as medical and psychological support, emergency accommodation, and any other necessary services. It should also be reported to the E&S staff of the PMU who can advise on relevant service providers. Data on GBV cases should not be collected through the GRM unless operators have been trained on the empathetic, non-judgmental and confidential collection of these complaints. Only the nature of the complaint (what the complainant says in her/his own words) and additional demographic data, such as age and gender, can be collected as usual. THE GRIEVANCE PROCESS CHART 31 | P a g e 6. MONITORING AND REPORTING 53. The Stakeholder Engagement Plan will be periodically revised and updated as necessary in the course of off-grid solutions project implementations in order to ensure that the information presented herein is consistent and the most recent, and that the identified methods of engagement remain appropriate and effective in relation to the project context and specific phases of the development. Any major changes to the project related activities and to its schedule will be duly reflected in the SEP. Monthly summaries and internal reports on public grievances, enquiries and related incidents, together with the status of implementation of associated corrective/preventative actions will be collated by responsible staff and referred to the senior management of the project. The monthly summaries will provide a mechanism for assessing both the number and the nature of complaints and requests for information, along with the Project’s ability to address those in a timely and effective manner. 6.1. Involvement of stakeholders in monitoring activities 54. Monitoring Indicators. The PMU will monitor the project implementation to assess progress on indicators to be defined in the results framework, such as roads/canal/sewage system rehabilitated/built; beneficiary satisfaction on such roads/canals/sewage systems; employment creation through the civil work; and functional maintenance systems. More specific monitoring indicators on environmental and social issues, such as noise levels, air quality, water quality, soil erosion, traffic and other occupational or community accidents and social issues including gender impact will be proposed in the ESMP. The functioning of the GRM will be also closely monitored. 55. Internal Monitoring. The PMU will prepare data on activities and output in regular monthly and quarterly reports based on input from the supervision consultant and the contractor. To the extent possible, the monitoring and evaluation process will be participatory, engaging community members of the districts benefiting from the infrastructure investments. A baseline survey and end-line beneficiary survey will be carried out to measure who and to what extent people benefit from the infrastructure as well as how it affects their lives in both social and economic terms. The M&E system will target the documentation of case studies capturing the impact of the project on communities, taking into account gender, impacts on vulnerable or marginalized groupsand host communities. 56. Independent E&S monitoring consultants. An independent consultant will be hired by the PMU to monitor the implementation of E&S instruments. The overall objective of independent monitoring is to provide a periodic independent evaluation of the results of implementing the environmental and social risk/impact management objectives, such as the changes in living standards and employment, income rehabilitation and the social basis of those affected, effectiveness, impacts and sustainability of entitlements, the need for additional measures to minimize the damage (if any). The agency will be responsible for carrying out environmental sampling, monitoring and marking report during subproject implementation. The implementation of the independent monitoring mission should be based on the terms of reference approved by the World Bank. The independent monitoring agency will begin its work as soon as the project implementation begins. Monitoring report will be periodically submitted to the PMU and the World Bank (respectively every 03 months for PMU and every 6 months for WB in construction phase). The agency will also supply specialized assistance to PMU and E&S matters. 6.2. Reporting back to stakeholders 57. The project performance assessed through monitoring activities will be reported back to stakeholders during the operation and maintenance phase, such as through disclosure of monitoring outcome and engagement with the community maintenance committee in each project district. The 32 | P a g e lessons learned through the monitoring will also contribute to the design of future subprojects and be shared with their stakeholders. 58. Monitoring and evaluation of the stakeholder process is considered vital to ensure the project is able to respond to identified issues and alter the schedule and nature of engagement activities to make them more effective. Adherence to the following characteristics/commitments/activities will assist in achieving successful engagement: • Sufficient resources to undertake the engagement; • Inclusivity (inclusion of key groups) of interactions with stakeholders; • Promotion of stakeholder involvement; • Sense of trust shown by all stakeholders; • Clearly defined approaches; and • Transparency in all activities. 59. Monitoring of the stakeholder engagement process allows the efficacy of the process to be evaluated. Specifically, by identifying key performance indicators that reflect the objectives of the SEP and the specific actions and timings, it is possible to both monitor and evaluate the process undertaken. Two distinct but related monitoring activities in terms of timing will be implemented: • During the engagement activities: short-term monitoring to allow for adjustments/improvements to be made during engagement; and • Following completion of all engagement activities: review of outputs at the end of engagement to evaluate the effectiveness of the SEP as implemented. 33 | P a g e ANNEXES Annex 1. The project implementation organization diagram The project implementation organization model will have the participation of Ministries under the government, the donor, the investor, the project steering committee, the implementing agency and contractors. The organizational diagram for project implementation is shown in the figure below. The GoV Donor GoV Office The World Bank MPI MOF MOC MONRE MOIC Project Steering Committee Executive Agency Vice of Binh Duong PPC Binh Duong PPC Repres. of MOC Repres. of MPI Repres. of DONRE Supported Repres. of DOF Note: by Repres. of DOST - Provincial Direct Repres. of PMU-BIWASE State Bank Repres. of Thuan An, Di - D/CPCs An CPC and Tan Uyen TPC - Service bank Indirect Repres. of WU - PW companies - C/WPCs - Mass media and Contractors associated Implementing Agency Consultants/ Construction/ interest Binh Duong PMU groups Management CLFDC DOLISA Residents/ Workers Business PAPs Consultants/ &Vulnerable Citizen owners and Construction/ Individual or Groups group Management providers Local Public service Health workers NGOs and other civil (the ongoing COVID-19 pandemic) utilities society groups 34 | P a g e Annex 2. Consultation Undertaken for the ESIA/ESMP, RAP, LMP and ESCP No. Public consultation, Time of Number of Summary of consultation workshops and implement participants Participants Main Content results meetings ation Male Female 1. Kick-off meeting at September 6 4 - Representative of PMU - Introduction of overall - The project will play Binh Duong PMU 8, 2020 - Representatives of local information about the project: important role and authorities type/scope, locations, funding contribute to the - E&S consultants source, implementation development of the city. It arrangement/ schedule. will bring benefits to local - E&S documents to be residents, economically, developed. socially, and - Activities needed to be environmentally; implemented to support the - Compensation, support and development of safeguard resettlement: The market policy reports. approach should be applied - Agreement on consultation for compensation. and survey plans in wards and Livelihood restoration and communes. life stabilization programs 2. Working with Tan September 5 6 - Representative of PMU - Introduce about the project, are necessary to ensure all Uyen CLFDC 9, 2019 - Representatives of the items of investment proposal; the affected people are CLFDCs - The WB’s ESF; assisted to restore their - E&S consultants - Consultation on Resettlement living conditions. Policy: local compensation - The coordination with and 3. Working with and support policy. support of local ThuanAn CLFDC - Consultation on the authorities/agencies to participation of stakeholders ensure the smooth and 35 | P a g e No. Public consultation, Time of Number of Summary of consultation workshops and implement participants Participants Main Content results meetings ation Male Female 4. Working with Di An during the phases of the timely site clearance are CLFDC project. critical. Tan Uyen Town 5. Khanh Binh WPC September 4 3 - E&S consultants. - Introduce information about - People are very supportive 11, 2019 - PMU representatives. the project: size, funding of the project; - Representative of the source, implementation time. - They agree with the project 6. Tan Phuoc Khanh September 3 3 WPCs. - Introduce the purpose and resettlement policies; WPC 11, 2019 - Representatives of local requirements of the social - Regarding compensation branches, mass environmental safeguard unit price: people expect to 7. Hoi Nghia WPC September 3 2 organizations: Women's reports at the request of the receive the unit price that 14, 2019 Union, Fatherland Front, donor. reflects the replacement Veterans Association, - The WB’s ESF; price at the time of 8. 4 2 Youth Union, Land - Consultation on Resettlement compensation payment; Phu Chanh WPC September Administration Officer. Policy: local compensation - The coordination with and 14, 2019 - All hamlets/heads of and support policy. support of local residential groups in - Consultation on the authorities/agencies to 9. Tan Vinh Hiep September 2 2 communes/wards. participation of stakeholders ensure the smooth and WPC 15, 2019 - Representatives of during the phases of the timely site clearance are affected households and project. critical. 10. Vinh Tan WPC September 3 3 beneficiaries in the - Consultation on environmental - People expect to be 15, 2019 project area. and social impacts during provided full information project implementation about the project from time 11. Thanh Phuoc WPC September 4 3 to time or when there are 16, 2019 any significant changes. 36 | P a g e No. Public consultation, Time of Number of Summary of consultation workshops and implement participants Participants Main Content results meetings ation Male Female 12. Tan Hiep WPC September 4 3 - Socio-economic surveys and - And the comments above 16, 2019 investigation of a number of received the consent of all households in the area; participants. 13. Uyen Hung WPC September 10 8 - In-depth interview: Leaders 25, 2019 and some key officials. Di An city 14. Tan Binh WPC September 3 2 - E&S consultants. - Introduce information about - People are very supportive 17, 2019 - PMU representatives. the project: size, funding of the project; - Representative of the source, implementation time. - Proposed wastewater WPCs. - Introduce the purpose and collection pipes are to be 15. Binh Thang WPC September 4 7 - Representatives of local requirements of the social implemented on the 17, 2019 branches, mass environmental safeguard existing road. organizations: Women's reports at the request of the - In case of land acquisition Union, Fatherland Front, donor. temporarily affecting Veterans Association, - The WB’s ESF; production and business 16. An Binh WPC September 4 4 Youth Union, Land - Consultation on the activities of households, the Administration Officer. participation of stakeholders project should have a 18, 2019 - All hamlets/heads of during the phases of the reasonable support plan. residential groups in project. - Meaningful participation of communes/wards. - Consultation on environmental local authorities and people - Representatives of and social impacts during should be sustained 17. Dong Hoa WPC September 5 3 affected households and project implementation throughout project 18, 2019 beneficiaries in the - Socio-economic surveys and planning, design and project area. investigation of a number of construction, and operation. households in the area; 37 | P a g e No. Public consultation, Time of Number of Summary of consultation workshops and implement participants Participants Main Content results meetings ation Male Female 18. Binh An WPC September 3 4 - In-depth interview: Leaders 21, 2019 and some key officials. ThuanAn city 19. Vinh Phu WPC September 4 2 - E&S consultants. - Introduce information about - People are very supportive 22, 2019 - PMU representatives. the project: size, funding of the project; - Representative of the source, implementation time. - Safety assurance during WPCs. - Introduce the purpose and construction stage: The - Representatives of local requirements of the social construction activities must branches, mass environmental safeguard ensure environmental organizations: Women's reports at the request of the sanitation and air condition Union, Fatherland Front, donor. of nearby communities. 20. Hung Dinh WPC September 4 3 Veterans Association, - The WB’s ESF; - People expect to be 23, 2019 Youth Union, Land - Consultation on the provided full information Administration Officer. participation of stakeholders about the project from time - All hamlets/heads of during the phases of the to time or when there are residential groups in project. any significant changes. communes/wards. - Consultation on environmental - And the comments above - Representatives of and social impacts during received the consent of all affected households and project implementation participants. 21. Binh Nham WPC September 6 4 beneficiaries in the - Socio-economic surveys and 24, 2019 project area. investigation of a number of households in the area; - In-depth interview: Leaders and some key officials. 38 | P a g e No. Public consultation, Time of Number of Summary of consultation workshops and implement participants Participants Main Content results meetings ation Male Female 22. Working with the September 3 7 - Representative of PMU - Find out about gender equality Binh Duong has implemented Provincial Women's 10, 2020 - Representatives of the and local action plans; the national strategy on gender Union Binh Duong PWU - Information about respective equality (gender equality) for - E&S consultants Service Providers such as 10 years (2011-2020). medical and psychological Many models of gender assistance, women's union, equality, domestic violence emergency accommodation prevention. and any other needed services "Trusted Address" model in (if any) the community has received a - The Women's Union's positive response from the participation in socio- society. environmental management in general and for this project in particular (if any). 23. Working with October 2 2 - Representative of PMU - Labor and employment There are employment service DOLISA 29, 2020 - Representatives of conditions: relevant centers in the province; DOLISA regulations of the province Binh Duong implements and - E&S consultants - Livelihood restoration complies with relevant program national laws and regulations; - Mitigation measures Project-affected households can participate in linked vocational training courses and be given priority in job at local facilities if they meet the requirements. 39 | P a g e No. Public consultation, Time of Number of Summary of consultation workshops and implement participants Participants Main Content results meetings ation Male Female 24. Working with Sep-Oct., 7 4 - Representative of PMU - Introduce information about A Provincial Steering Repres. of Binh 2020 - Representatives of the project: size, funding Committee for the Binh Duong Duong PPC, MOC, MOC, MPI, DONRE, source, implementation time. WEIP needs to be established MPI, DONRE, DOF, DOF, DOST DARD, - Introduce the purpose and soon with members including DOST DARD, DOLISA, DOT, DOIC, requirements of the social but not limited to: DOLISA, DOT, Thuan An,Di An, Tan environmental safeguard - Repres. of Binh Duong PPC DOIC, ThuanAn, Di UyenC/TPCs, and PWU. reports at the request of the - Repres. of MOC An,Tan UyenC/TPCs, - E&S consultants donor. - Repres. of MPI and PWU. - The WB’s ESF; - Repres. of DONRE - Consultation on the - Repres. of DOF participation of stakeholders - Repres. of DOST during the phases of the - Repres. of PMU-BIWASE project. - Repres. of Thuan An, Di Anand Tan UyenC/TPC - Repres. of WU The Provincial Project Steering Committee will coordinate the provincial agencies to ensure the timely implementation. TOTAL 88 78 40 | P a g e Annex 3. Some pictures during the public consultation meetings Annex 5. Citizen Engagement (CE) at design stage 1. The project will continue to engage with, and provide information to, project-affected parties and other interested parties throughout the life-cycle of the project, in a manner appropriate to the nature of their interests and the potential environmental and social risks and impacts of the project. In particular, the World Bank requires the project to develop a Citizen Engagement (CE) at design. Citizen engagement is about creating a feedback loop between citizens and governments, to determine if citizen voice have been taken into account. 2. Citizen Engagement at design is two-way interaction between citizens and the PMU/design consultants within the scope of WBG interventions that gives citizens a stake in divisions-making with the objective of improving the intermediate and final development outcomes of the intervention. The following figure shows the CE mechanism developed at design: Step 1: Share information, consultations. o Project-related information including site selection, design, construction and operation should be consulted with local residents to ensure technical requirements, in accordance with local conditions and consensus from citizen. o Encourages citizen feedback. Channel for receiving feedback: at consultation meetings or send it to PMU via the hotline, email or head office in the form of verbal or written. o Indicative Tools: Public Hearing; Polls; Focus Group Discussion, ect. Step 2: Give Feedback 41 | P a g e o Considers and responds to feedbackwithin 7 working days: Brief explanation of how the feedback was taken into account, or the reasons why it was not. Step 3: Take Action and Communicate o Disclosure of information on how citizen feedback was incorporated into project design. 3. Key characteristics of good beneficiary feedback indicators (i) Clearly capture feedback from beneficiaries, or monitor the degree of involvement in division-making that citizen have in the design, implementation or oversight of project; (ii) Be based on feedback relevant to key project results (the accountability chain) that is feasible to measure (iii) Be aligned with the project’s CE activities (iv) Reflect on the institutional process and capacity for closing the feedback loop (v) Report feedback from ultimate beneficiaries (i.e., citizens, civil society organizations, farmers, private sector) (vi) Report on the feedback during implementation. 42 | P a g e