•  Grievance Redress Service | Annual Report FY21  01 ANNUAL REPORT FY21 GRIEVANCE REDRESS SERVICE Finding Solutions Together © 2022 International Bank for Reconstruction and Development / The World Bank 1818 H Street NW  Washington DC 20433  Telephone: 202-473-1000  Internet: www.worldbank.org This work is a product of the staff of The World Bank with external contributions. The findings, interpretations, and conclusions expressed in this work do not necessarily reflect the views of The World Bank, its Board of Executive Directors, or the governments they represent. The World Bank does not guarantee the accuracy, completeness, or currency of the data included in this work and does not assume responsibility for any errors, omissions, or discrepancies in the information, or liability with respect to the use of or failure to use the information, methods, processes, or conclusions set forth. 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Any queries on rights and licenses, including subsidiary rights, should be addressed to World Bank Publications, The World Bank Group, 1818 H Street NW, Washington, DC 20433, USA; fax: 202-522-2625; e-mail: pubrights@worldbank.org. ii CONTENTS Foreword. .......................................................................... iii Introduction....................................................................... 1 What is the GRS?. ............................................................. 2 GRS Statistics.................................................................... 5 Key Themes and Emerging Trends................................... 9 Select Cases. ..................................................................... 12 South Asia.......................................................................... 12 East Asia And Pacific.......................................................... 13 . ................................................... 14 Europe And Central Asia. Western And Central Africa................................................ 15 Eastern And Southern Africa.............................................. 16 Middle East And North Africa............................................. 17 . ........................................... 18 Latin America And Caribbean. . ............................. 19 Annex I: How Does The GRS Work?. Annex II: FY21 Highlights.............................................. 22 . ............................ 23 Annex III: FY21 Complaints Register. iii FOREWORD The World Bank is committed to transparency and accountability in Bank financed operations. This fundamental commitment has been instrumental in enhancing the Bank’s relationships with Borrowers, with project stakeholders including project-affected people, with the development community, and with other partner organizations. The World Bank’s Grievance Redress Service (GRS), now in its seventh year of operation, represents a vital component of the Bank’s overall accountability agenda. The Bank has taken significant steps over the last year to expand outreach and build the capacity of staff and external stakeholders to inform them of the GRS as well as its effectiveness in addressing concerns about environmental and social issues in Bank-financed projects. This has helped more people access the service with the increasing number of admissible cases handled by the GRS. Between July 2020 and June 2021, which corresponds to the World Bank’s FY21, there were 299 complaints submitted to the GRS, of which 167 cases were deemed eligible compared to 90 in FY20. Most of the complaints were related to (i) land acquisition, resettlement and compensation; (ii) public consultations and stakeholder engagement; and (iii) impacts on community health and safety. The Transport sector generated the largest number of admissible cases with 54, followed by Urban, Resilience and Land with 47, and Energy and Extractives with 18. This report takes a closer look at cases from all regions to illustrate the effort and collaborative approach spearheaded by the GRS to find solutions for complaints filed by project-affected people. The increasing number of complaints and resolved cases is a testimony to the Bank’s success in improving its capacity to receive and process complaints more efficiently. About 57% of the complaints received during the fiscal year were referred by World Bank staff, a sign of their growing awareness of the need to work with the GRS to address complaints appropriately. The GRS also upgraded its case management system, allowing the GRS to be more proactive in responding to community concerns. It set internal standards to ensure timely action, bolstered efforts to raise its profile in the World Bank and in project-affected communities, expanded training programs and developed new procedures for the consistent and risk-based handling of grievances. The GRS, in addition to its responsibility for handling grievances, plays an essential role in identifying trends and systemic issues across sectors and regions, providing lessons about Bank practices that inform decisions made at the corporate, regional and task team level to improve operational outcomes. I want to thank the GRS staff for its successful efforts during FY21, when the risks associated with the COVID-19 pandemic made working conditions difficult around the globe. Despite the unforeseen challenges, the GRS has demonstrated to be an essential element in the World Bank’s accountability framework, helping to ensure best possible outcomes on the ground and building trust with affected communities. Ed Mountfield Vice President, Operations Policy and Country Services, The World Bank 1 INTRODUCTION This annual report of the World Bank Grievance Redress Service (GRS) provides an overview of cases, activities, key themes and trends in fiscal year 2021 (FY21). 1 The number of complaints received by the GRS and the number of resolved cases has risen steadily each year since the service was launched in 2015. The increase has occurred as more people became familiar with the GRS as a direct and effective avenue to raise concerns to World Bank Senior Management about environmental and social issues relating to World Bank-financed projects. The GRS received 299 complaints in FY21, an increase from 225 cases received in FY20. Of these 299 complaints, 167 were deemed to be admissible for processing by the GRS, compared to 90 the year before. The remainder of the complaints received in FY21 (132) were considered outside the scope of the GRS, as they were unrelated to World Bank-financed projects, or raised issues related to procurement or fraud and corruption. The GRS refers such inadmissible cases to the relevant World Bank units for follow-up. The GRS serves as a centralized World Bank system for tracking and addressing complaints raising environmental and social issues. As such, it is a repository of information regarding project-level issues. The nature and profile of cases that the GRS typically handles relate to land acquisition, resettlement and compensation; public consultations and stakeholder engagement; and adverse impacts on the environment, community health and safety. In FY21, the GRS also dealt with more nuanced types of complaints relating to emerging social issues such as the risks of COVID-19, labor and working conditions of project workers and personal data privacy. The GRS works across the World Bank’s seven regions2 to ensure proactive and timely responses to complainants and promote sustainable solutions that maximize the development impact of Bank-financed projects. In FY21, the GRS worked to strengthen efforts to boost its profile in project-affected communities and enhance training opportunities for Bank staff. It also continued a broad effort that started in 2019 to make the GRS more efficient, including hiring more staff, developing new procedures for consistent and risk-based approaches to handling grievances and the escalation of issues to Senior Management, and updating the GRS case management system. Given that the GRS is addressing a higher volume of cases than ever before, it appears that an increasing number of project-affected people are aware of its services and consider it a useful avenue to raise concerns about issues relating to World Bank-financed projects and seek satisfactory solutions.   The World Bank’s fiscal year starts on July 1 and ends on June 30. 1 2  The seven regions are: Africa – Western and Central; Africa – Eastern and Southern; East Asia & Pacific; Europe & Central Asia; Latin America & Caribbean; Middle East & North Africa; and South Asia. 2 WHAT IS THE GRS? The GRS is an avenue for people and communities to raise environmental and social issues if they believe a World Bank-financed operation has or is likely to adversely affect them. As a problem-solving mechanism, the GRS works with World Bank task teams and complainants to resolve those issues quickly and effectively through a collaborative process that aims to deliver long-lasting and sustainable solutions to stakeholder concerns. It also serves as an effective tool for the early identification, assessment and resolution of project-related issues and risks. Background The GRS is part of the World Bank’s accountability framework. It was established following a review of the Bank’s safeguard policies by the Independent Evaluation Group in 2010, which recommended that the World Bank create a grievance redress and conflict resolution mechanism to complement the independent Inspection Panel. The Inspection Panel is part of the World Bank’s Accountability Mechanism which also houses a Dispute Resolution Service (DRS). The GRS thus complements project-level grievance mechanisms overseen by Borrowers and the World Bank’s Inspection Panel, which functions independently of World Bank Management. Since it was established in 2015, the GRS has continued to improve its services and develop ways to respond to the needs of complainants and people affected by World Bank financed projects. Functions The GRS has four main functions: Complaints-handling: The GRS facilitates problem-solving on grievances by engaging with project-affected people to understand and address their concerns and identify sustainable solutions in collaboration with World Bank task teams, Borrowers, and other relevant stakeholders. Advisory services: The GRS analyzes complaints across sectors and regions to identify systemic issues and lessons learned for the World Bank, with the objective of fostering improvements to new and existing operations in relation to environmental and social risk management. The GRS also provides capacity building and training for World Bank staff on handling and resolving complaints. The interactions with project- affected people fostered by the GRS creates another means to keep World Bank Senior Management informed of emerging environmental and social risks. Monitoring and reporting: The GRS works with World Bank task teams to monitor the implementation of agreements reached between complainants and Borrowers. It provides monthly reports on the status of complaints to World Bank Senior Management and publishes a monthly log of active cases on its external website. What is the GRS? •  Grievance Redress Service | Annual Report FY21 3 Outreach and communications: The GRS maintains a public website (http://www. worldbank.org/grs), available in six languages, that includes information on how to file a complaint with the GRS and produces informational materials to broaden awareness of the GRS. For instance, the World Bank hosted panels at the 2020 and 2021 World Bank/IMF spring and annual meetings for Borrowers and civil society groups to raise awareness on how to use the GRS. In FY21, the World Bank also trained more than 200 staff on roles and responsibilities in handling complaints. Organization and structure The GRS is located in the Operations Policy and Country Services (OPCS) Vice- Presidency of the World Bank, which is also responsible for interpretation of the Environmental and Social Framework (ESF) and the World Bank’s safeguard policies. This arrangement means the GRS is overseen and supported by Senior Management responsible for the World Bank environmental and social policies, while functionally separate from World Bank task teams responsible for preparing and supporting projects. Approach GRS activities and complaint-handling processes are guided by the GRS Bank Procedure which was revised in FY21 and the GRS Bank Directive issued in 2021. The GRS carefully reviews each complaint it receives and evaluates it based on clear admissibility criteria outlined in the GRS Bank Procedure. This evaluation may include information-gathering, examination of the merits of the complaint and early identification of possible solutions based on prior GRS experience. Where a complaint raises issues related to the mandate of another World Bank unit—such as procurement, or fraud and corruption—the GRS refers the complaint to those units as appropriate. Procurement-related complaints are forwarded to the World Bank’s procurement unit in OPCS for follow-up. Similarly, complaints alleging fraud and corruption are referred to the Integrity Vice-Presidency (INT). Complaints submitted to the GRS are considered admissible when they are presented by people directly affected by a World Bank-financed project that is in preparation, active or within 15 months of project closure, and relate to alleged social or environmental harm resulting from the project. If a complaint is found to be admissible, it moves to a solution-seeking phase during which solution proposals are identified to resolve the issues raised in collaboration with the complainant, the Borrower, and the World Bank. The GRS also monitors the implementation of agreements reached between the parties involved. A more in-depth explanation of how the GRS handles complaints and the complaint admissibility criteria is included in Annex 1 of the report. Confidentiality The GRS is committed to respecting the confidentiality of complainants in case management and data handling. In FY21, the GRS strengthened its confidentiality protocol. As a result, all complaints are treated as confidential, unless complainants What is the GRS? •  Grievance Redress Service | Annual Report FY21 4 provide consent to the disclosure of their personal data to Borrowers or relevant third parties (e.g., contractors) for follow-up on the issues raised. This means the GRS will not share the complainants’ identity or identifiable information with any external person without the complainants’ written authorization. For more information, please refer to the GRS Personal Data Privacy Notice and Consent. Grievance Redress within the World Bank’s Accountability Framework The GRS complements project-level grievance mechanisms and the World Bank’s Accountability Mechanism which houses the Inspection Panel. Project-level grievance mechanisms overseen by Borrowers can provide the most direct way for individuals and communities to raise issues and concerns about World Bank-financed projects that affect them. The Inspection Panel is a complaints mechanism that functions independently of World Bank Management. The GRS does not replace the need for project-level grievance mechanisms or restrict access to the World Bank’s Accountability Mechanism. It provides an additional avenue for project-affected people to express their grievances directly to the World Bank. FIGURE 1. Grievance Redress within the World Bank’s Accountability Framework Project-level Grievance Mechanism Project • Handles complaints raised by affected people at the Grievance project level Mechanism • Established and managed by the Borrower Grievance Redress Service (GRS) • Provides a single entry point at the corporate level for project-affected people to voice grievances to World Grievance Bank Management Redress • Provides guidance and support to World Bank staff so that Service (GRS) these complaints can be efficiently managed and resolved Accountability Mechanism which houses the Inspection Panel • Serves as an independent complaints mechanism for people and communities who believe that they have been, or are likely to be, adversely affected by a World Accountability Bank-funded project Mechanism • Reports directly to the Board of Executive Directors 5 GRS STATISTICS Complaints received by the GRS The number of complaints received each fiscal year has grown significantly over time since the GRS was established in 2015. In FY21, the GRS received the highest number of complaints in a given year with 299 complaints compared to 225 complaints received in FY20. Figure 2 shows the number of complaints received by the GRS by fiscal year, from inception in March 2015 until June 30, 2021. FIGURE 2. Complaints received from March 2015 to June 2021 180 167 160 140 135 129 132 120 110 100 90 80 65 66 60 57 41 41 40 21 20 4 0 0 FY15 FY16 FY17 FY18 FY19 FY20 FY21 Admissible Inadmissible Intake of complaints received by GRS Of the 299 complaints received by the GRS throughout FY21, 43% were submitted directly by complainants and 57% were referred by World Bank staff. The number of complaints referred to the GRS by World Bank staff has increased steadily over time, reflecting greater awareness of this requirement among World Bank staff. New admissible cases Of the 299 complaints, 167 were deemed admissible and processed by the GRS, while 132 were determined to be inadmissible. Of the 167 admissible cases processed by the GRS, 76 were closed in FY21. GRS statistics •  Grievance Redress Service | Annual Report FY21 6 Cases processed In addition to the 167 new admissible complaints received in FY21, the GRS also carried over 92 active cases from FY20. This means that in FY21, the GRS worked on 259 admissible cases at various stages of processing. FIGURE 3. Cases Processed by GRS in FY21 92 Admissible cases carried over from FY20 167 Admissible cases in FY21 By region In FY21, the GRS received 52 admissible cases relating to World Bank-financed projects in South Asia, followed by 32 admissible cases on projects in Eastern and Southern Africa. In some instances, the GRS receives multiple recurring complaints relating to a given World Bank-financed project in a certain region. As a result, the volume of admissible cases by region reflects such instances of recurrence in the GRS portfolio. Figure 4a shows the distribution of admissible cases by region in FY21. Figure 4b shows the admissible cases by region since the establishment of the GRS. FIGURE 4a. Admissible Cases Received in FY21 by Region SAR 52 AFE 32 LAC 23 AFW 21 EAP 17 ECA 12 MNA 10 0 10 20 30 40 50 60 GRS statistics •  Grievance Redress Service | Annual Report FY21 7 FIGURE 4b. Admissible Cases by Region in FY15 – FY21 SAR 157 AFE 90 AFW 74 LAC 63 EAP 49 ECA 38 MNA 23 0 20 40 60 80 100 120 140 160 Global Practices In FY21, the sector with the most admissible cases was Transport, with 54 cases. The Urban, Resilience and Land sector was close behind with 47 cases. Those two sectors consistently account for the vast majority of admissible cases processed by the GRS. Figure 5a shows the number of admissible cases related to each Global Practice in FY21. Figure 5b shows the number of admissible cases by sector since the establishment of the GRS. FIGURE 5a. Admissible Cases Received in FY21 by Global Practice Transport 54 Urban, Resilience and Land 47 Energy and Extractives 18 Agriculture and Food 10 Environment, Natural Resources and The Blue Economy 9 Finance, Competitiveness 7 and Innovation Water 7 Social Protection and Jobs 5 Health, Nutrition and Population 4 Social Sustainability and Inclusion 3 Education 1 Governance 1 Digital Development 1 0 10 20 30 40 50 60 GRS statistics •  Grievance Redress Service | Annual Report FY21 8 FIGURE 5b. Admissible Cases in FY15 – FY21 by Global Practice Transport 153 Urban, Resilience and Land 115 Energy and Extractives 59 Water 44 Finance, Competitiveness and Innovation 33 Agriculture and Food 22 Environment, Natural Resources and The Blue Economy 18 Governance 15 Education 12 Social Protection and Jobs 7 Health, Nutrition and Population 7 Social Sustainability and Inclusion 6 Macroeconomic, Trade and Investment 2 Digital Development 1 0 20 40 60 80 100 120 140 160 180 9 KEY THEMES & EMERGING TRENDS In addition to its responsibility for handling grievances, the GRS plays an important role in understanding the lessons learned from the complaints it receives and in helping World Bank Senior Management identify emerging trends in social and environmental issues that warrant further consideration or action. The cases processed by the GRS in FY21 raised a wide variety of issues covering key environmental and social themes, including grievances relating to the resettlement of affected people and environmental issues, as well as emerging trends with growing concerns around COVID-19, labor and workplace conditions, among others. COVID-19 risks The COVID-19 pandemic sparked new and sometimes unique social and workplace issues that became the subject of complaints to the GRS on projects in several countries, including Brazil, Cameroon, Lebanon, and the Republic of Yemen. Several complaints centered on worker-related issues, including one alleging a worker was wrongfully dismissed from a job for being absent without justification, although the absence was caused by a COVID-19 infection. Another complaint alleged workers were sent home because they had contracted COVID-19, without any medical assistance or health instructions to avoid spreading the virus. Health workers complained they needed improved access to emergency services and medical equipment and better conditions at treatment facilities. Some complainants alleged refugees were excluded from accessing COVID-19 vaccines. In response, the World Bank task teams set up site visits and investigations to get more information for the development of COVID-19 action plans. Those plans addressed worker grievances by implementing workplace protection measures to ensure workers were kept safe and to retain the workers dismissed because they had contracted COVID-19. The action plans also secured better conditions for providing healthcare to COVID-19 patients. On the vaccine-related case, the World Bank task team followed up with the Borrower to facilitate access to vaccinations for refugees through a registration process on the Borrower’s e-platform. Labor and working conditions In FY21, the GRS processed various cases relating to labor and working conditions, in addition to the aforementioned issues associated with COVID-19. The main allegations raised related to (i) harassment at the workplace, including c mistreatment ​ laims of ​ and discrimination; (ii) retaliation for raising labor-related grievances; (iii) lack of signed work agreements; and (iv) inadequate or unsafe working conditions at project sites or labor camps. With the support of the World Bank, Borrowers implemented a range of corrective and preventive measures to address the issues raised. These included (i) adopting Key Themes & Emerging Trends •  Grievance Redress Service | Annual Report FY21 10 relevant codes of conduct​and training for project staff and contractors; (ii) strengthening grievance mechanisms for project workers; (iii) ensuring that work agreements are signed with project workers and conducting regular site visits to monitor implementation of agreements reached with workers; (iv) carrying out additional consultations with the affected people; and (v) conducting independent labor audits as necessary to assess the root cause of the issues raised and identify recommendations for redress. Land acquisition and resettlement issues Issues related to resettlement, land acquisition and compensation are frequently raised in complaints submitted to the GRS. Among the recurring issues are inadequate compensation for assets acquired by a project, such as land and properties, inadequate compensation for the economic impact caused by a project such as loss of income/crops, and inadequate replacement housing or land. The key solutions reached in relation to these issues vary depending on the complexity of a given case. These include revaluating affected properties when gaps in compensation have been identified, sourcing additional resettlement housing options for complainants to choose from, and conducting additional consultations to ensure complainants’ full understanding of their compensation entitlements. In Nicaragua, a transport project was the subject of four complaints representing multiple affected businesses, households and individuals whose lands were partially acquired by the Project. The complainants raised concerns about loss of income as construction works hindered access to their businesses and properties, and flooding caused by the expansion and elevation of a road. In response, the Borrower provided compensation for temporary loss of income and repaired the damaged assets. It also implemented corrective measures to mitigate the risk of flooding, improve access to businesses and temporarily relocate businesses and homes during the corrective works. Cases involving resettlement issues in three other projects—the Medium Cities Development Project in Vietnam, the Support to the Bogota Metro Line 1 Section 1 Project - (Series 1) in Colombia, and the Kenya Coastal Regional Water Security and Climate Resilience Project—are explored in detail in the SELECT CASES section of this annual report. As the GRS strives to identify sound and sustainable solutions, the actions taken to resolve these grievances yielded benefits that extend to the broader community beyond the group of complainants who first raised these issues to the World Bank. Environmental issues Issues related to environmental degradation and its potential negative impacts on a community’s health and assets are also raised in complaints submitted to the GRS across countries. Among these recurring issues are complaints about soil erosion, deforestation, pollution (air, water, and soil) and uncontrolled waste discharge into community lands. The variety of solutions reached on these cases included preparing additional mitigation plans or conducting environmental audits of the Key Themes & Emerging Trends •  Grievance Redress Service | Annual Report FY21 11 Flore de Preneuf / World Bank entire project, as well as sharing information with the complainants about existing project measures, most notably those outlined in Environmental and Social Management Plans (ESMPs). The key lessons learned helped Borrowers to (i) strengthen stakeholder engagement and disclosure of project ESMPs; and (ii) adopt project mitigation measures that promote sustainability of the environment and community health and well-being. In the Democratic Republic of Congo, the GRS received two complaints raising environmental issues from NGOs representing local communities, including indigenous populations. The complainants alleged that the project’s approach to scaling up income-generation activities was likely to cause deforestation, impacting traditional subsistence activities and the livelihoods of local communities and indigenous people that depend on forest resources. The complainants requested an independent evaluation of the project. Upon follow-up by the World Bank, the Borrower met with the complainants, carried out site visits and conducted an evaluation of the project component that was the subject of the complaint. The evaluation recommended several plans for raising awareness among beneficiary communities of the project’s approach to the transformational and sustainable use of forest resources. In Uganda, a complainant community sought compensation for damages to their lands impacted by project water catchment areas. In response to follow-up by the World Bank, the Borrower held additional public consultations, and signed an agreement with representatives of the community to participate in third-party monitoring of project activities. Those activities would seek community agreement to use land for catchment areas. 12 SELECT CASES The following is a sample of cases that the GRS worked on in FY21. South Asia SRI LANKA – Strategic Cities Development Project (P130548) Project Background: The development objective of the project is to improve selected urban services and public urban spaces in the Participating City Regions of PROJECT AT A GLANCE Sri Lanka. Board approval date: May 5, 2014 Complaint: Sector: Urban, Resilience and Land As part of the project, the World Bank financed Region: South Asia conservation work at the Galle Fort Ramparts, which became the subject of a complaint made Environmental category: A by Galle Fort community residents. More than 100 Closing date: December 31, 2021 residents and local representatives of the religious community signed a petition expressing concern that the project’s conservation work on the Fort’s ramparts could inflict permanent damage to the scenic and aesthetic value of Galle Fort, potentially altering its standing as a UNESCO World Heritage site. One key objection related to the use of a stacked boulder wall to reinforce the sea-side ramparts, which they feared could damage the coastal zone. The complainants also requested stronger lines of communication between community members and the World Bank. Resolution: The World Bank and the Borrower engaged with the complainants virtually and in person to discuss their complaint and to evaluate technical studies carried out in preparation for the project relating to coastal zone management and civil works. Facing travel restrictions because of area spikes in COVID-19 infections, the World Bank and the Borrower held a series of virtual meetings with local authorities and project supervising engineers. This was followed by field visits and meetings with local authorities. The Borrower also organized in-person consultations as well as virtual access to community meetings where the concerns were discussed, and explanations of the technical designs and project approaches were provided. It was agreed the stacked boulder wall would be replaced by a different construction approach, which satisfied the complainants. The Galle Fort community sent a letter to the World Bank and local authorities expressing satisfaction with the resolution of the dispute. Select cases •  Grievance Redress Service | Annual Report FY21 13 EAST ASIA AND PACIFIC VIETNAM – Medium Cities Development Project (P116398) Project Background: The development objective of the project is to increase access to improved urban infrastructure services in selected medium-sized cities PROJECT AT A GLANCE in Vietnam. Board approval date: December 15, 2011 Complaint: Sector: Urban, Resilience & Land This complaint was filed by 23 households that Region: East Asia and Pacific were forced to resettle because their homes and lands were affected by the project. They alleged Environmental category: A they had only received compensation for 60% of Closing date: June 30, 2022 the full replacement value of their homes, rather than 100% of the value as required by the project’s resettlement plan. They also complained about the discrepancy between the level of compensation for affected lands and the higher price of the subsidized resettlement land plots they were offered as an additional compensation measure. Resolution: The World Bank worked closely with the Borrower to address the issues raised in the complaint. World Bank staff conducted several field visits with the Borrower and requested an independent evaluation of the project’s resettlement process. After it was confirmed that the complaining households had indeed been compensated below replacement value, they received additional compensation up to 100% of full replacement value of their homes. The independent evaluation found the resettlement plots were adequately priced, and their higher cost was because they were in better locations than the original lands. However, it also found that the affected households had received insufficient information on the price of resettlement plots during project consultations. As a result, the Borrower engaged in further dialogue with the affected households to provide more information on how the price of resettlement plots was calculated and to find a solution to the complaint. The Borrower also offered affected households with financial difficulties the option of obtaining their resettlement plot through payment by installments. As a result, all 23 affected households agreed to the purchase of a resettlement plot. Select cases •  Grievance Redress Service | Annual Report FY21 14 EUROPE AND CENTRAL ASIA TURKEY – Sustainable Cities (P128605) Project Background: The development objective of the project is to improve the planning capacity of and access to targeted municipal services in participating PROJECT AT A GLANCE municipalities and utilities. Board approval date: December 20, 2016 Complaint: Sector: Urban, Resilience and Land In 2020, the GRS received two complaints from Region: Europe and Central Asia community representatives related to sewage pumping stations to be constructed in Bodrum. Environmental category: Financial The complaints raised concerns about inadequate Intermediary public consultations on the design studies, a lack Closing date: July 31, 2024 of work permits for the project, the proximity of the project’s pumping station to public parks and residential areas, and potential risks to public health in Bodrum from the project. Resolution: The GRS advised the World Bank task team to follow up closely on the issues raised and provide regular updates to the GRS and relevant World Bank units on the status of the cases. The World Bank and the Borrower conducted a field mission to better understand the situation on the ground and to meet with the project management unit and municipal authorities. The World Bank also advised the Borrower to ensure that community outreach activities were strengthened, and additional staff hired. A corrective action plan was developed that spelled out remedial steps including suspending construction activities on the relevant sites until further notice, working with the Borrower to revise a draft Environmental and Social Management Plan (ESMP) and disclose it to the public, and conduct further public consultation on the ESMP, including on health and safety issues. The World Bank also worked with the Borrower to ensure that proper zoning amendments were in place as set out in local requirements. Following implementation of the corrective action plan, a site visit and extensive consultations, the cases were resolved. Select cases •  Grievance Redress Service | Annual Report FY21 15 WESTERN AND CENTRAL AFRICA CAMEROON – CEMAC Transport- Transit Facilitation (P079736) Project Background: The development objective of the project is to facilitate regional trade among the Member States and improve the Central African Republic’s, the PROJECT AT A GLANCE Republic of Cameroon’s, and the Republic of Chad’s access to world markets. Board approval date: June 26, 2007 Region: Western and Central Africa Complaints: The GRS received 14 complaints related to the Sector: Transport project between December 2018 and February Environmental category: B 2021. Ten of the complaints were directly Closing date: February 28, 2021 submitted by workers allegedly affected by the project. The complaints raised multiple issues, including occupational health problems caused by poor working conditions and exposure to hazardous wastes and COVID-19, as well as non-payment of wages and other benefits by the project’s contractor. Resolution: The World Bank and the Borrower’s Ministry of Public Works agreed on two different action plans to address the range of issues raised during the implementation of the project and after its closure. The first included an update of the contractor’s operational manual to strengthen occupational health safety standards and set measures for waste and materials management at the project site and storage areas. It also sensitized workers and contractors on dispute resolution and on the referral of workers’ issues to the project implementing agency for processing if no solution could be reached. As a result, the relevant cases were resolved to the satisfaction of workers. With respect to the outstanding payments of salaries and benefits by the contractor at the project implementing agency, the GRS referred these issues to the World Bank task team for follow-up given that they fall beyond its mandate. The World Bank and the Borrower agreed on an action plan to address these grievances as part of project commitments after closure. As a result, the World Bank continued to monitor the resolution of workers’ issues beyond project closure. Of the 14 complaints, seven were determined inadmissible for further processing by the GRS and were referred to the World Bank task team for follow-up as appropriate. Six related to occupational health safety issues and payment of wages were resolved successfully, and one relating to wage payment was resolved by a national court. Select cases •  Grievance Redress Service | Annual Report FY21 16 EASTERN AND SOUTHERN AFRICA KENYA – Coastal Region Water Security and Climate Resilience Project (P145559) Project Background: The development objective of the project is to increase bulk water supply to Mombasa County and Kwale County, and increase access to water in PROJECT AT A GLANCE Kwale County. Board approval date: December 16, 2014 Complaint: Region: Eastern and Southern Africa The World Bank task team referred three different complaints to the GRS on April 14, 2020. Sector: Water The first complaint raised concerns that the Environmental category: A project’s resettlement process did not provide Closing date: January 31, 2027 for consultation with beneficiary communities and made it difficult to access information about compensation procedures. The second complaint alleged that fisher communities including indigenous people faced a potential loss of livelihood because of the project’s acquisition of fishing areas they relied on for subsistence. The third complaint alleged a lack of transparency and the falsification of documents concerning project-affected people (PAPs). Resolution: The World Bank and the Borrower’s Ministry of Water, Sanitation and Irrigation, the project implementing agency, worked to articulate the exact concerns of complainants and identify measures to resolve them. Ministry officials, together with the World Bank task team made frequent site visits to help improve coordination with the communities and complainants, and as a result developed a time-bound action plan to address these cases. As part of the plan, the Borrower coordinated updates of the PAPs’ list and the issuance of correct records with local authorities, a step that was highly commended by complainants and led to the successful resolution of one case submitted to the GRS. The Borrower and local authorities took further action to disclose compensation information, hire a consultant to support the community during implementation of the resettlement action plan, and prepare a Vulnerable Group Management Plan. In addition, the Borrower agreed with the community to improve access to water by building water structures. The complainant and the community confirmed their satisfaction with those actions, which helped to close the second case. In order to address broader project social safeguards issues, the Borrower conducted several impact assessment studies with support from the World Bank. Those included a Livelihood Restoration Plan to identify income-generation activities and social services to support PAPs after their Select cases •  Grievance Redress Service | Annual Report FY21 17 relocation, an assessment of gender-based violence, a Cultural and Heritage Site Plan that includes compensation to be offered to PAPs for the loss of sacred sites, and a Strategy on Opportunities for Employment and Business, which will offer vocational training for community members to work under the project.  In addition, the Borrower will recruit a consultant to conduct an Ecological Impact Assessment of the Mwache dam in 2022. This assessment will serve as a baseline for designing appropriate measures to mitigate the impacts of the dam on the livelihoods of fisheries and indigenous communities. MIDDLE EAST AND NORTH AFRICA WEST BANK AND GAZA – Hebron Regional Wastewater Management Project - Phase 1 (P117449) Project Background: The development objective of the project is to reduce the environmental pollution from wastewater produced in the Hebron Municipality. PROJECT AT A GLANCE Complaint: Board approval date: April 22, 2015 The complaint was submitted by individuals Region: Middle East and North Africa representing the local community, who alleged the project’s wastewater plant will pose a risk Sector: Water to community health because of its proximity Environmental category: A to residential areas and its lack of adequate Closing date: December 31, 2022 environmental measures such as a buffer zone, odor control and a wastewater management plan. The community interrupted the contractor from entering the site on several occasions, which led to delays on the project and the suspension of financing by a co-financing partner. The work resumed when a solution was reached by the community and Palestinian Water Authority (PWA) as the project implementing agency on November 10, 2020. Resolution: The World Bank task team referred this complaint to the GRS on June 13, 2019. The World Bank and the PWA agreed on an action plan to address the issues raised in the complaint, building on the project’s existing mitigation measures as well as supplementary steps agreed by the World Bank and PWA on one hand and the PWA and community on the other. As part of this plan, the World Bank offered technical assistance to facilitate the implementation of the mitigation measures and remedies by the Borrower. For instance, the World Bank also hired consultants to support the Borrower in the preparation of plans to strengthen community participation in project activities and respond to community claims. Among these were an addendum, including Select cases •  Grievance Redress Service | Annual Report FY21 18 buffer zone measures sought by the community, which was attached to the project’s Environmental, Social and Cultural Heritage Impact Assessment and a citizen engagement framework to strengthen PWA’s stakeholder engagement. In addition, the PWA and the complainant community signed a memorandum of understanding that provided for community representation on the project steering committee, and the construction of a supplemental wastewater pipeline in the valley of Wadi Alsaman. The World Bank task team and the Borrower agreed on a monitoring plan to ensure full implementation of the mitigation measures before the project closes on December 31, 2022. The complainants and the local community confirmed their satisfaction with the solution reached, including the community’s participation in project monitoring. Accordingly, the case was closed. LATIN AMERICA AND CARIBBEAN COLOMBIA – Support to the Bogota Metro Line 1 Section 1 Project – (Series 1) (P165300) Project Background: The development objective of the project is to improve readiness and start the implementation of the Bogota Metro Line 1, Section 1. PROJECT AT A GLANCE Complaint: Board approval date: August 2, 2018 The complaint was filed with the GRS by a Region: Latin America and Caribbean project-affected person with a family member with special medical needs. The family was to be Sector: Transport resettled by the project. The complainant alleged Environmental category: A the compensation received for the loss of property Closing date: December 31, 2023 was insufficient to purchase an alternative property with characteristics that are convenient for the medical needs of the family. Resolution: The World Bank verified that the compensation offered for the complainant’s property met the project’s requirements. The World Bank worked with the Borrower for several months to find a solution. Ultimately, the Borrower identified more than 35 alternative properties that were reviewed by the complainant until a suitable apartment was found. The World Bank facilitated the process through close communication with the complainant and the Borrower, frequently providing information and sharing the complainant’s feedback on the housing options reviewed. The complainant expressed appreciation for the World Bank’s support in addressing the family’s concerns. 19 Annex I: How Does The GRS Work? The GRS seeks to handle complaints promptly and collaboratively, while keeping complainants updated at appropriate points throughout the process. The GRS process for handling complaints is set out in the corresponding Bank Procedure and the GRS Bank Directive issued in 2021, which are available online. Figure 1 illustrates the process of receiving and processing complaints. Figure 6. GRS complaint-handling process Solution Solution Process Intake Evaluation Implementation Seeking Conclusion and Monitoring Complaint channels Complaints may reach the GRS in two ways – directly from project-affected people, or from World Bank staff who have received complaints from project-affected people. For direct complaints, a complaint form is available on the GRS website that may be completed in any language and sent to the GRS. A dedicated service account is also available for receiving emails from complainants – grievances@worldbank. org. Alternatively, World Bank staff are required to notify the GRS when they receive complaints, where the complaint alleges harm to people or the environment in relation to a World Bank-financed project. This referral process helps ensure that all complaints from project-affected people, no matter how they are received, are assessed and tracked appropriately. Intake of complaints All complaints received by the GRS – both directly from complainants and those referred by World Bank staff – are logged and subject to a preliminary assessment. The assessment determines, among other things, if the case should be referred to another appropriate World Bank unit for follow-up, such as if it relates to procurement, or fraud and corruption. Complaint evaluation There are three criteria that must be met for a complaint to be considered admissible for further processing by the GRS: Annex I: How Does The GRS Work? •  Grievance Redress Service | Annual Report FY21 20 (i) The concerns relate to a project that is under preparation, is active or has been closed for less than 15 months; (ii) The complaint is submitted by an individual(s) and/or communities who are directly and adversely affected by the project (or their authorized representative); and (iii) The complaint alleges environmental and/or social harm which has been or is likely to be caused by the project. Each complaint is carefully evaluated by the GRS to confirm that it raises concerns that fall within the GRS’ mandate detailed in the GRS Procedure. This assessment may include a review of relevant project information and documentation, a request for further information from the complainant or World Bank task team and meetings with the World Bank management and staff responsible for the project. At the conclusion of the evaluation, the GRS determines if the complaint is admissible and identifies potential next steps. In evaluating the complaint, the GRS forms an independent and reasoned view regarding the issues raised. The GRS examines the potential for collaborative resolution of the issues and initiates the solution-seeking process accordingly. Inadmissible complaints Complaints need to describe the actual or potential adverse impact that the complainants believe results from the World Bank-financed project. However, some issues that could cause adverse impacts are not within the mandate of the GRS, including procurement processes, allegations of fraud and corruption, and the alleged failure of the project to meet its development objectives. Complaints BOX 1 received regarding the same subject and by the same complainant, which have WHAT COMPLAINTS ARE already been addressed, are not considered INADMISSIBLE FOR THE GRS? unless new facts or circumstances are presented. The GRS refers inadmissible Complaints that: complaints relating to the mandate of » Relate to procurement matters (which a other World Bank units to those units as re addressed through the World Bank’s appropriate. For example, the GRS refers procurement unit in OPCS) complaints related to fraud and corruption » Concern fraud or corruption (which are to the Integrity Vice Presidency (INT), addressed by the World Bank’s Integrity and complaints related to bidding and Vice Presidency) procurement processes to the procurement unit in the Operations Policy and Country » Concern employment or pursuit of Services Vice-Presidency (OPCS). employment with the World Bank or the project » Pertain to IFC- or MIGA-supported projects » Are anonymous or frivolous in nature Annex I: How Does The GRS Work? •  Grievance Redress Service | Annual Report FY21 21 Solution-seeking For admissible cases, the GRS works collaboratively with the responsible World Bank task teams to address the issues raised. Depending on the nature of the issues raised, a variety of tools can be used to help resolve grievances. The GRS may help by: • Ensuring dissemination of information. The GRS can help ensure that the complainants have access to relevant information about the project, its impacts and related mitigation measures. • Promoting fact finding. The GRS can help support a fact-finding process around the issues raised in the complaint. The GRS engages with the complainant and the relevant World Bank task team, which in turn works with the Borrower, to better understand and address the issues underlying the complaint. • Facilitating dialogue and negotiation. The GRS, together with the World Bank task team, can help facilitate dialogue between the complainant and the Borrower towards an effective resolution of cases. The objective is to arrive at an effective and sustainable solution through negotiation and agreement. • Establishing a mediation process. When a dispute between the parties may benefit from mediation or dispute resolution, the GRS can establish a process aimed at engaging qualified experts to achieve mutually agreeable solutions to the concerns raised. Case closure and monitoring The GRS may close a case in various circumstances. Ideally and most frequently, a case is closed when a complainant agrees to the actions proposed to address the issues raised, and those actions are satisfactorily implemented. The GRS monitors implementation of the agreed actions and only closes the case when the necessary actions have been completed. Documentation or other means of verification are required. If actions are not carried out as agreed, the GRS seeks to engage with the parties until further progress towards resolution of the concerns is no longer possible. A case may also be closed when a complaint cannot be resolved through the process outlined in the GRS Procedure, in which case the GRS informs the complainant of the reasons for closing the case. 22 Annex II: FY21 Highlights The GRS is an additional tool that supplements project-level grievance mechanisms. Even though issues can be resolved at the project level, grievances can be brought directly to World Bank Management through the GRS. The decision of which avenue(s) can be used to raise concerns relating to World Bank-financed project ultimately rests with the complainant. World Bank Staff Training To ensure that its staff members are equipped to carry out the institution’s commitment on the GRS agenda, in FY21, the World Bank continued to train operational staff on their roles and responsibilities about the GRS and to support the institution’s commitment to transparency and accountability. The GRS team hosted learning events where over 200 World Bank staff members were trained on how to handle complaints. Additionally, a learning event targeting communications staff was held on lessons learned from GRS cases. Examples of past and current cases were used to illustrate how the GRS can support teams in reviewing complaints submitted directly to the Bank, the main aspects to focus on, and how to handle communication with complainants. These trainings aimed at fostering a discussion on the Bank’s accountability and responsiveness to people directly affected by projects it finances. Civil Society Engagement The World Bank continued to reach out to civil society organizations and inform them of the GRS. During the 2020 and 2021 World Bank/IMF Annual and Spring Meetings, the World Bank held panel events for civil society organizations on the GRS. Raising awareness and informing civil society about the GRS is one way to enable citizens to participate in the development process. Through its dedicated GRS website, the World Bank is committed to making the institution more accessible to project-affected people and to helping ensure faster and better resolution of project-related cases. The GRS website is translated into six languages. As of June 30, 2021, there were more than 8,000 visits to the GRS website. The GRS publishes monthly reports on its active caseload on its website. Lessons Learned Learning from the complaint-handling process is an important part of the evolving GRS function. The GRS provides feedback and lessons learned from past cases to foster institutional learning on how such lessons can be applied in new and existing operations. This aims at deepening the knowledge and understanding of World Bank staff of emerging trends or patterns observed in environmental and social risk management. The analysis of GRS cases also allows World Bank Senior Management to recognize and consider potentially underlying systemic issues that may lead to repeated or similar complaints. 23 Annex III: FY21 Complaints Register GRS CASE LOG FY21 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01071- 10/18/2020 Afghanistan Kabul Municipal P125597 Urban, Resilience Direct Fraud and/or Inadmissible Allegations of wrongful termination from Z1N9C8 Development Program & Land Complaint Corruption employment due to the complainant’s unwillingness to follow illegal orders. Complaint was referred to the Integrity Vice Presidency. CAS-01000- 7/7/2020 Afghanistan Kabul Municipal P125597 Urban, Resilience Direct Other Operations Inadmissible Allegations of bias and improper Q1Q2Q2 Development Program & Land Complaint Matters conduct by a World Bank staff member. Complaint was referred to INT. CAS-01128- 1/24/2021 Afghanistan Trans-Hindukush Road P145347 Transport Task Team E&S Issues Solution Phase Allegations of non-payment of salary by V7X9B5 Connectivity Project the contractor. CAS-01129- 1/24/2021 Afghanistan Trans-Hindukush Road P145347 Transport Task Team E&S Issues Solution Phase Allegations of non-payment of salary by L4Z3X0 Connectivity Project the contractor. CAS-01130- 1/24/2021 Afghanistan Trans-Hindukush Road P145347 Transport Task Team E&S Issues Solution Phase Allegations of non-payment of salary by M3L8J2 Connectivity Project the contractor. CAS-01131- 1/24/2021 Afghanistan Trans-Hindukush Road P145347 Transport Task Team E&S Issues Solution Phase Allegations of non-payment of salary by P9Y7V9 Connectivity Project the contractor. CAS-01132- 1/24/2021 Afghanistan Trans-Hindukush Road P145347 Transport Task Team E&S Issues Solution Phase Allegations of non-payment of salary by K2L0F3 Connectivity Project the contractor. CAS-01135- 1/24/2021 Afghanistan Trans-Hindukush Road P145347 Transport Task Team E&S Issues Solution Phase Allegations of non-payment of salary by C7L9J4 Connectivity Project the contractor. CAS-01219- 4/13/2021 Afghanistan Education Quality P159378 Education Direct Procurement Inadmissible Concerns related to the Project’s K1X0D6 Reform Project Complaint recruitment process. Complaint was referred to Procurement. CAS-01084- 11/20/2020 Afghanistan Citizens’ Charter P160567 Social Direct Fraud and/or Inadmissible Allegations of fraud and corruption H7X2F1 Afghanistan Project Sustainability Complaint Corruption in the Project’s recruitment process. and Inclusion Complaint was referred to the Integrity Vice Presidency. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 24 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01114- 12/27/2020 Afghanistan Sehatmandi Project P160615 Health, Nutrition Direct Other Operations Inadmissible Concerns related to non-renewal of an G2R9P7 & Population Complaint Matters employment contract. CAS-01217- 4/10/2021 Afghanistan Eshteghal Zaiee - P166127 Social Direct Other Operations Inadmissible Allegations by staff of the Project J0Z9S7 Karmondena (EZ-Kar) Sustainability Complaint Matters Implementation Unit of interference Project and Inclusion with work, intimidation and threats. Complaint was referred to the Integrity Vice Presidency. CAS-01082- 11/18/2020 Afghanistan Eshteghal Zaiee - P166127 Social Direct Procurement Inadmissible Concerns related to the bidding process. N9K0R1 Karmondena (EZ-Kar) Sustainability Complaint Complaint was referred to Procurement. Project and Inclusion CAS-01060- 10/4/2020 Afghanistan Eshteghal Zaiee - P166127 Social Direct Fraud and/or Inadmissible Allegations of corruption and nepotism D6C9W1 Karmondena (EZ-Kar) Sustainability Complaint Corruption in the Project’s hiring process. Complaint Project and Inclusion was referred to the Integrity Vice Presidency. CAS-01048- 9/20/2020 Afghanistan Eshteghal Zaiee - P166127 Social Task Team Other Operations Inadmissible Allegations of lack of transparency in the Q8R4S3 Karmondena (EZ-Kar) Sustainability Matters Project’s recruitment process. Complaint Project and Inclusion was referred back to the World Bank task team for follow-up. CAS-01182- 3/22/2021 Afghanistan Tackling Afghanistan’s P166978 Governance Direct Procurement Inadmissible Concerns related to the Project’s J1V6G8 Government HRM and Complaint recruitment process. Complaint was Institutional Reforms referred to Procurement. Project CAS-01230- 4/24/2021 Afghanistan Gas Project P172109 Energy & Direct E&S Issues Solution Phase Allegations of wrongful termination and P7W4X3 Extractives Complaint non-payment of salary by the Project Implementing Unit. FY21- 6/27/2021 Afghanistan Emergency P174348 Agriculture Direct Procurement Inadmissible Concerns related to the Project’s hiring GRS-1056 Agriculture and Food & Food Complaint process. Complaint was referred to Supply Project Procurement. CAS-01177- 3/17/2021 Afghanistan Emergency P174348 Agriculture Direct Procurement Inadmissible Concerns related to the Project’s P9R1K3 Agriculture and Food & Food Complaint recruitment process. Complaint was Supply Project referred to Procurement. CAS-01176- 3/15/2021 Argentina Matanza-Riachuelo P105680 Environment, Task Team E&S Issues Inadmissible Concerns related to the adverse impact R5L6T8 Basin Sustainable Natural Resources of the Project. Complaint did not meet Development Project & the Blue the GRS admissibility criteria, as it was Economy based on a media article, and was not submitted by individual(s) alleging harm as a result of a World Bank-supported project. Complaint was referred to the World Bank’s External Affairs unit. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 25 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01212- 4/7/2021 Argentina Northwestern Road P163115 Transport Task Team E&S Issues Solution Phase Allegations of damage to agricultural Z6S7V3 Development Corridor property as a result of Project-related Project activities. CAS-01183- 3/23/2021 Argentina Northwestern Road P163115 Transport Task Team E&S Issues Solution Phase Allegations of damage to agricultural X4C8M0 Development Corridor property as a result of Project-related Project activities. FY21- 6/4/2021 Argentina Matanza-Riachuelo P171197 Environment, INT Other Operations Inadmissible Concerns related to Project design. GRS-1027 Basin Sustainable Natural Resources Matters Complaint was referred to the World Development Project- & the Blue Bank task team for follow-up. Additional Financing Economy CAS-01113- 12/21/2020 Bangladesh Siddhirganj Power P095965 Energy & Direct Procurement Inadmissible Allegations by a sub-contractor of non- V7Z0V5 Project Extractives Complaint fulfillment of contract by the contractor. Complaint was referred to Procurement. FY21- 6/8/2021 Bangladesh Urban Resilience P149493 Urban, Resilience INT Procurement Inadmissible Allegations of non-payment of fees by GRS-1031 Project & Land the Project Implementing Unit. Complaint was referred to Procurement. CAS-01222- 4/19/2021 Bangladesh Urban Resilience P149493 Urban, Resilience Direct Other Operations Solution Phase Allegations of non-payment of Z5T3C8 Project & Land Complaint Matters consultancy fees for services rendered to the Project Implementation Unit. FY21- 6/17/2021 Belarus Higher Education P167992 Education INT Other Operations Inadmissible Concerns related to Project scope. GRS-1043 Modernization Project Matters FY21- 6/17/2021 Belarus Higher Education P167992 Education INT Other Operations Inadmissible Concerns related to Project scope. GRS-1042 Modernization Project Matters FY21- 6/17/2021 Belarus Higher Education P167992 Education INT Other Operations Inadmissible Concerns related to Project scope. GRS-1041 Modernization Project Matters CAS-01237- 5/17/2021 Benin Sahel Women’s P150080 Health, Nutrition INT Other Operations Inadmissible Allegations of workplace harassment and M7H4P2 Empowerment and & Population Matters wrongful termination. Complaint was Demographics Project referred to the World Bank task team for follow-up because the complainant was no longer working with the Project. FY21- 6/1/2021 Brazil Not Related to a N/A N/A INT Not Related to Inadmissible Allegations of exclusion from Project GRS-1019 World Bank- World Bank Group benefits. Complaint did not relate to a Supported Project World Bank-supported Project. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 26 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01198- 4/2/2021 Brazil Bahia Road P147272 Transport INT E&S Issues Closed Concerns related to the contractor’s J8H9Y7 Rehabilitation and eviction of Project workers infected Maintenance Project- with COVID-19, without assistance or 2nd Phase consideration of the risk of infecting others. The Borrower agreed to strengthen the Project’s COVID-19 action plan and its monitoring. CAS-01101- 12/8/2020 Brazil Fortaleza Sustainable P153012 Urban, Resilience INT E&S Issues Closed Concerns related to the negative impact X2N0Z5 Urban Development & Land of Project-related activities, and lack Project of wildlife protection during Project works. Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. CAS-00997- 7/6/2020 Burkina Faso Transport Sector P156892 Transport Task Team E&S Issues Closed Concerns related to lack of consultations G5F5R9 Modernization and during Project preparation and potential Corridor Trade negative impact of the Project on Facilitation Project the environment and heritage sites. Complaint was closed because the World Bank cancelled the financing of activities at the site. CAS-00998- 7/6/2020 Burkina Faso Transport Sector P156892 Transport Task Team E&S Issues Closed Concerns related to lack of consultations L3J4H3 Modernization and during Project preparation and potential Corridor Trade negative impact of the Project on Facilitation Project the environment and heritage sites. Complaint was closed because the World Bank cancelled the financing of activities at the site. CAS-01039- 9/4/2020 Burkina Faso Agriculture Resilience P167945 Agriculture Direct Other Operations Inadmissible Concerns related to the Project’s Y6L9H3 and Competitiveness & Food Complaint Matters recruitment processes. Project FY21- 6/17/2021 Burundi Coffee Sector P151869 Agriculture Direct Procurement Inadmissible Concerns related to financing salaries GRS-1040 Competitiveness & Food Complaint and allowances for Project staff beyond Project Project closing date. Complaint was referred to Procurement. CAS-01175- 3/15/2021 Burundi Great Lakes Regional P161781 Agriculture Task Team Other Operations Solution Phase Allegations of non-payment of salaries C9S2T1 Integrated Agriculture & Food Matters and non-renewal of contracts by staff Development Project hired by the Project implementing agency. CAS-01223- 4/19/2021 Cambodia Land Allocation for P171331 Agriculture Task Team E&S Issues Solution Phase Concerns related to potential loss of land L3K6T9 Social and Economic & Food and insufficient community participation. Development Project III Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 27 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01172- 3/12/2021 Cameroon CEMAC-Transport- P079736 Transport Task Team Other Operations Inadmissible Allegations of non-payment for services X3P1G5 Transit Facilitation Matters rendered to the Project contractor. Project Complaint was referred to the World Bank task team for follow-up. CAS-01173- 3/12/2021 Cameroon CEMAC-Transport- P079736 Transport Task Team Other Operations Inadmissible Allegations of non-payment for services F6M9M7 Transit Facilitation Matters rendered to the Project contractor. Project Complaint was referred to the World Bank task team for follow-up. CAS-01137- 2/2/2021 Cameroon CEMAC-Transport- P079736 Transport Direct E&S Issues Inadmissible Allegations of non-payment of salary W5B9M3 Transit Facilitation Complaint and benefits by the Project contractor. Project Complaint was referred to the World Bank task team for follow-up. CAS-01136- 2/1/2021 Cameroon CEMAC-Transport- P079736 Transport Direct E&S Issues Inadmissible Allegations of non-payment of salary V8G8V1 Transit Facilitation Complaint and benefits by the Project contractor. Project Complaint was referred to the World Bank task team for follow-up. CAS-01124- 1/19/2021 Cameroon CEMAC-Transport- P079736 Transport Direct E&S Issues Inadmissible Allegations of non-payment of salary F9C3P8 Transit Facilitation Complaint and benefits by the Project contractor. Project Complaint was referred to the World Bank task team for follow-up. CAS-01054- 9/30/2020 Cameroon CEMAC-Transport- P079736 Transport Direct E&S Issues Inadmissible Allegations of non-payment of statutory Z0J8J0 Transit Facilitation Complaint benefits following the suspension of Project Project works. Complaint was referred to the World Bank task team for follow-up. CAS-01005- 7/9/2020 Cameroon CEMAC-Transport- P079736 Transport Direct Other Operations Inadmissible Allegations of non-payment of salary to Y9C9N6 Transit Facilitation Complaint Matters Project staff. Complaint was referred to Project the World Bank task team for follow-up. FY21- 6/1/2021 Cameroon Multimodal Transport P143801 Transport INT E&S Issues Closed Allegations of non-payment of salary GRS-1020 Project and benefits by a Project contractor. Complaint was resolved to the complainant’s satisfaction. CAS-01089- 11/27/2020 Cameroon Multimodal Transport P143801 Transport Direct Procurement Inadmissible Concerns related to the bidding process. W9P8S3 Project Complaint Complaint was referred to Procurement. CAS-01057- 10/2/2020 Cameroon Multimodal Transport P143801 Transport Direct E&S Issues Closed Allegations of non-payment of social L1W1K8 Project Complaint security and non-issuance of a work certificate. Complaint was closed because the issues raised were addressed by the national court. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 28 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01105- 12/11/2020 Cameroon Community P144637 Social Direct Other Operations Inadmissible Allegations of wrongful termination by S8W5K5 Development Program Sustainability Complaint Matters the Project Implementation Unit. Support Project-Phase and Inclusion III CAS-01187- 3/29/2021 Cameroon Transport Sector P150999 Transport Task Team E&S Issues Solution Phase Concerns related to compensation for W6L2V9 Development Project properties to be acquired by the Project. CAS-01081- 11/17/2020 Cameroon Electricity P152755 Energy & Direct E&S Issues Solution Phase Concerns related to undervaluation of a B7C7S6 Transmission and Extractives Complaint private property and low compensation Reform Project by the Project. CAS-01079- 11/13/2020 Cameroon Electricity P152755 Energy & Direct E&S Issues Solution Phase Concerns related to undervaluation of a G4H1D7 Transmission and Extractives Complaint private property and low compensation Reform Project by the Project. FY21- 6/3/2021 Cameroon Nachtigal Hydropower P157734 Energy & INT Other Operations Closed Concerns related to the compensation GRS-1025 Project Extractives Matters of Project-affected persons. Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. CAS-01147- 2/12/2021 Cameroon Nachtigal Hydropower P157734 Energy & Task Team Other Operations Inadmissible Allegations of discrimination, harassment M5X8H9 Project Extractives Matters and unfair termination from work. CAS-01148- 2/12/2021 Cameroon Nachtigal Hydropower P157734 Energy & Task Team Other Operations Inadmissible Concerns related to the Project’s Q5Y0Z5 Project Extractives Matters non-selection of an NGO to conduct third-party monitoring. CAS-01087- 11/25/2020 Cameroon Nachtigal Hydropower P157734 Energy & Task Team E&S Issues Solution Phase Concerns related to lack of public M4R3R6 Project Extractives consultations, difficult access to Project information on resettlement and compensation, and inadequate Project environmental and social impact studies. CAS-01243- 5/20/2021 China Zhengzhou Urban Rail P128919 Transport INT E&S Issues Solution Phase Concerns related to the Project’s X9J4V6 Project resettlement process. CAS-01025- 8/20/2020 China Zhengzhou Urban Rail P128919 Transport Task Team E&S Issues Closed Concerns related to compensation and G9K1P4 Project resettlement. Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. CAS-01037- 8/27/2020 Colombia Subnational P123879 Governance Direct E&S Issues Solution Phase Allegations of non-payment of fees N6L2Z1 Institutional Complaint for professional services rendered to a Strengthening Project contractor. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 29 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* FY21- 6/8/2021 Colombia Support to the Bogota P165300 Transport Task Team E&S Issues Solution Phase Allegations of unfair compensation for GRS-1032 Metro Line 1 Section 1 property acquisition by the Project and Project - (Series 1) lack of response to the complainant’s appeal by the Borrower. FY21- 6/7/2021 Colombia Support to the Bogota P165300 Transport Task Team E&S Issues Solution Phase Allegations of the Project’s lack of GRS-1030 Metro Line 1 Section 1 assistance to the complainant to restore Project - (Series 1) her living standards after resettlement. FY21- 6/7/2021 Colombia Support to the Bogota P165300 Transport Task Team E&S Issues Solution Phase Allegations of unfair compensation GRS-1029 Metro Line 1 Section 1 and resettlement replacement housing Project - (Series 1) offered by the Project to the complainant for acquisition of his property. CAS-01255- 6/1/2021 Colombia Support to the Bogota P165300 Transport INT E&S Issues Solution Phase Allegations of unfair compensation for F9S6N1 Metro Line 1 Section 1 property acquisition by the Project. Project - (Series 1) CAS-01246- 5/26/2021 Colombia Support to the Bogota P165300 Transport INT E&S Issues Solution Phase Allegations of unfair compensation for Q2L8M6 Metro Line 1 Section 1 property acquisition by the Project. Project - (Series 1) CAS-01098- 12/8/2020 Colombia Support to the Bogota P165300 Transport Task Team E&S Issues Solution Phase Concerns related to compensation due Z1M3Y7 Metro Line 1 Section 1 to renters and sub-renters of a property Project - (Series 1) acquired by the Project. CAS-01091- 12/4/2020 Colombia Support to the Bogota P165300 Transport Task Team E&S Issues Closed Concerns related to compensation and K4C7R5 Metro Line 1 Section 1 resettlement. An agreement was reached Project - (Series 1) between the complainant and the Borrower, and compensation was paid. CAS-01069- 10/14/2020 Colombia Support to the Bogota P165300 Transport Task Team E&S Issues Solution Phase Concerns related to compensation and F5P3B5 Metro Line 1 Section 1 resettlement. Project - (Series 1) FY21- 6/3/2021 Comoros Solar Energy P162783 Energy & INT Procurement Inadmissible Allegations of non-payment of fees by GRS-1026 Integration Platform Extractives the Project Consultant. Complaint was referred to Procurement. CAS-01141- 2/8/2021 Congo, Dem. Improved Forested P128887 Environment, Task Team E&S Issues Solution Phase Concerns related to inadequate public R6C1J3 Rep. Landscape Natural Resources consultations with local communities and Management Project & the Blue the Project’s potential adverse impacts Economy on climate and livelihoods. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 30 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01142- 2/8/2021 Congo, Dem. Improved Forested P128887 Environment, Task Team E&S Issues Closed Concerns related to inadequate public Q7D8F7 Rep. Landscape Natural Resources consultations with local communities and Management Project & the Blue the Project’s potential adverse impacts Economy on climate and livelihoods. Complaint was resolved to the complainants’ satisfaction. CAS-01248- 5/26/2021 Congo, Dem. Eastern Recovery P145196 Social Protection Direct Other Operations Inadmissible Allegations of non-payment of J9C4W3 Rep. Project & Jobs Complaint Matters consultancy fees by the Project Implementing Unit. Complaint was referred to the World Bank task team for follow-up. CAS-01154- 2/17/2021 Congo, Dem. AFR RI-Great Lakes P151083 Finance, Task Team E&S Issues Closed Concerns related to workers’ K5R0D7 Rep. Trade Facilitation Competitiveness remuneration. Complainant did not Project & Innovation provide sufficient information to process the case, in accordance with the GRS Procedure. CAS-01251- 5/28/2021 Congo, Dem. Electricity Access & P156208 Energy & INT Other Operations Closed Allegations of mistreatment of local R0Y1F1 Rep. Services Expansion Extractives Matters employees by a Project contractor. Project Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. CAS-01097- 12/8/2020 Congo, Rep. Water, Electricity & P106975 Energy & Direct Procurement Inadmissible Concerns related to non-fulfillment of L5P0B3 Urban Development Extractives Complaint contractual obligations by the Project Project Implementation Unit. Complaint was referred to Procurement. CAS-01002- 7/4/2020 Cote d’Ivoire Abidjan-Lagos P096407 Transport Direct E&S Issues Inadmissible Allegations of non-fulfillment of J4N5H1 Trade and Transport Complaint contractual obligations by a Project Facilitation Project contractor. CAS-01214- 4/8/2021 Cote d’Ivoire Abidjan-Lagos P116323 Transport Task Team E&S Issues Inadmissible Concerns related to non-implementation N3J2G6 Trade and Transport of the Project’s Resettlement Action Plan. Facilitation Program The Project had been closed for more - APL-2 than 15 months, and the GRS no longer had mandate to process the complaint under the GRS Procedure. Complaint was referred to the World Bank task team for follow-up. CAS-01031- 8/24/2020 Djibouti Expanding P166059 Education Direct Procurement Inadmissible Concerns related to the bidding process. S3F1K0 Opportunities for Complaint Complaint was referred to Procurement. Learning Project Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 31 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01012- 7/22/2020 Dominica Disaster Vulnerability P129992 Urban, Resilience Direct E&S Issues Closed Allegations of damages to crops due to V2Z9L5 Reduction Project- & Land Complaint Project activities. Compensation was paid Phase 3 to the complainant. CAS-01126- 1/20/2021 Dominica Emergency P174247 Agriculture Task Team Fraud and/or Inadmissible Concerns related to the government’s M5G0L0 Agricultural & Food Corruption alleged mismanagement of the Livelihoods and agricultural sector and allegations of Climate Resilience misuse of Project funds. Allegations of Project-Additional misuse of Project funds were referred to Financing the Integrity Vice Presidency. FY21- 6/1/2021 Ecuador Ibarra Transport P147280 Transport INT E&S Issues Solution Phase Concerns related to lack of compensation GRS-1022 Infrastructure for land acquisition by the Project as Improvement Project well as safety risks resulting from Project construction activities. FY21- 6/1/2021 Egypt, Arab Second Integrated P120161 Water INT Other Operations Inadmissible Concerns related to delays in connecting GRS-1021 Rep. Sanitation and Matters the complainant’s house to the sewerage Sewerage Project system. The Project had been closed for more than 15 months, and the GRS no longer had mandate to process the complaint under the GRS Procedure. CAS-01213- 4/7/2021 Egypt, Arab Sustainable Rural P154112 Water INT E&S Issues Closed Allegations of the Project’s installation of N9Z7B2 Rep. Sanitation Services drainage pipes on private land. Complaint Program for Results was closed for lack of response by the complainant, in accordance with the GRS Procedure. CAS-01096- 12/8/2020 Egypt, Arab Sustainable Rural P154112 Water Task Team E&S Issues Closed Concerns related to community health G9J9S1 Rep. Sanitation Services and safety. Complaint was resolved to the Program for Results complainant’s satisfaction. CAS-01064- 10/7/2020 Egypt, Arab Transforming Egypt’s P167000 Health, Nutrition Task Team Other Operations Inadmissible Concerns related to non-renewal of an Y1T2M8 Rep. Healthcare System & Population Matters employment contract due to alleged Project under-performance. CAS-01225- 4/20/2021 Ethiopia Digital Foundations P171034 Digital INT Other Operations Closed Concerns related to lack of public N3W7C0 Project Development Matters consultation. Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure, and was referred to the World Bank task team for follow-up. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 32 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01236- 5/17/2021 Ethiopia Enhancing Shared P151432 Social Protection Direct Procurement Inadmissible Concerns related to the bidding process. T3M5M8 Prosperity through & Jobs Complaint Complaint was referred to Procurement. Equitable Services Project CAS-01009- 7/18/2020 Ethiopia Urban Institutional P163452 Urban, Resilience Direct Procurement Inadmissible Concerns related to the bidding process. M3Q4F9 and Infrastructure & Land Complaint Complaint was referred to Procurement. Development Program CAS-01169- 3/4/2021 Gabon eGabon Project P132824 Digital Task Team Other Operations Inadmissible Allegations of harassment and delays of Z0V7X1 Development Matters salary payment to consultants hired by the Project. Complaint was referred to the World Bank task team for follow-up. FY21- 6/7/2021 Gambia, The OMVG Interconnection P146830 Energy & Other Bank E&S Issues Solution Phase Concerns related to non-payment of GRS-1028 Project Extractives Staff compensation for land acquired by the Project. CAS-01115- 12/30/2020 Gambia, The OMVG Interconnection P146830 Energy & Direct E&S Issues Closed Allegations of non-payment of benefits K7C4M5 Project Extractives Complaint and mistreatment of employees by the contractor. The complaint was resolved to the complainant’s satisfaction. CAS-01112- 12/18/2020 Gambia, The OMVG Interconnection P146830 Energy & Task Team E&S Issues Solution Phase Concerns related to lack of compensation H0K2N0 Project Extractives for grazing lands acquired by the Project. CAS-01041- 9/9/2020 Ghana Greater Accra Resilient P164330 Urban, Resilience Task Team E&S Issues Closed Allegations of loss of livelihoods of waste F0X9J4 and Integrated & Land pickers affected by the decommissioning Development Project of a landfill. Activities complained of were confirmed not to be part of the World Bank-supported Project. CAS-01232- 4/29/2021 Ghana Productive Safety Net P164603 Social Protection INT Other Operations Closed Allegations of non-payment of wages V9B1W2 Project & Jobs Matters to staff by the Project. Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. FY21- 6/2/2021 Grenada Digital Government P167588 Governance Direct Procurement Inadmissible Concerns relating to the bidding process. GRS-1023 for Resilience Project Complaint Complaint was referred to Procurement. CAS-01003- 7/8/2020 Guinea Mineral Governance P122916 Energy & Direct Procurement Inadmissible Concerns around the bidding process. Q7L1B3 Support Project Extractives Complaint Complaint was referred to Procurement. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 33 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* FY21- 6/11/2021 Guinea- Emergency Water and P161630 Water Direct Procurement Inadmissible Concerns related to the bidding process. GRS-1038 Bissau Electricity Services Complaint Complaint was referred to Procurement. Project- Additional Financing FY21- 6/9/2021 India Not Related to N/A N/A INT Not Related to Inadmissible Allegations of non-payment of wages. GRS-1037 a World Bank- World Bank Group Complaint did not relate to a World Supported Project Bank-supported Project. FY21- 6/9/2021 India Not Related to N/A N/A INT Not Related to Inadmissible Allegations of non-payment of wages. GRS-1036 a World Bank- World Bank Group Complaint did not relate to a World Supported Project Bank-supported Project. FY21- 6/9/2021 India Not Related to N/A N/A INT Not Related to Inadmissible Allegations of non-payment of wages. GRS-1035 a World Bank- World Bank Group Complaint did not relate to a World Supported Project Bank-supported Project. CAS-01092- 12/6/2020 India Not Related to N/A N/A Direct Not Related to Inadmissible Concerns related to land ownership. D3S5F5 a World Bank- Complaint World Bank Group Concerns raised did not relate to a World Supported Project Bank-supported Project. CAS-01001- 7/8/2020 India National Rural P104164 Agriculture Direct Other Operations Closed Allegations of non-payment of fees by P5M2H1 Livelihoods Project & Food Complaint Matters Project. The outstanding amount was paid to the complainant. CAS-01102- 12/8/2020 India Eastern Dedicated P114338 Transport INT E&S Issues Inadmissible Concerns related to lack of compensation B2H8Y6 Freight Corridor - I for land and property acquired by the Project Project. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. CAS-01014- 8/4/2020 India Eastern Dedicated P114338 Transport Task Team E&S Issues Inadmissible Concerns related to the criteria used B3Q0Z1 Freight Corridor - I in the assessment of compensation for Project land acquired by the Project. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. CAS-01107- 12/11/2020 India North Eastern Region P127974 Energy & Direct E&S Issues Closed Allegations of unfair compensation, B7J9V6 Power System Extractives Complaint lack of free, prior and informed consent Improvement Project of affected indigenous communities, and negative impact on their health due to passage of the Project’s high voltage transmission lines over their lands. Activities complained of were not financed by the Project. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 34 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* FY21- 6/26/2021 India Second Kerala State P130339 Transport Direct E&S Issues Solution Phase Concerns related to road safety due to GRS-1055 Transport Project Complaint lack of drainage and maintenance of street lighting. CAS-01220- 4/14/2021 India Rural Water Supply P132173 Water Task Team Other Operations Solution Phase Allegations of non-payment for services Z8G5W0 and Sanitation Project Matters provided to the Project. for Low Income States CAS-01117- 1/8/2021 India Rural Water Supply P132173 Water Task Team E&S Issues Inadmissible Concerns related to water connection T5V1G2 and Sanitation Project and the quality of construction work of for Low Income States a water tank. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. CAS-01066- 10/8/2020 India Rural Water Supply P132173 Water Direct Fraud and/or Inadmissible Allegations of corruption in Project Z5K1S4 and Sanitation Project Complaint Corruption activities. Complaint was referred to the for Low Income States Integrity Vice Presidency. CAS-01049- 9/21/2020 India Second Tamil Nadu P143751 Transport Direct E&S Issues Closed Concerns related to changes to land W8B8T8 Road Sector Project Complaint acquisition for road expansion without consultation and allegations of undue influence. Additional consultation was conducted and clarifications provided to the complainant explaining the land acquisition process. CAS-01032- 8/25/2020 India Uttarakhand Disaster P146653 Urban, Resilience Direct E&S Issues Closed Allegations of non-payment of salary J0L1H7 Recovery Project & Land Complaint and harassment of employees. The outstanding salary was paid. CAS-01242- 5/20/2021 India Uttarakhand Health P148531 Health, Nutrition INT Other Operations Closed Concerns related to Project-funded C2K5C8 Systems Development & Population Matters health facilities. Complaint was closed for Project lack of response by the complainant, in accordance with the GRS Procedure. FY21- 6/22/2021 India Eastern Dedicated P150158 Transport Task Team E&S Issues Solution Phase Allegations of non-payment of GRS-1048 Freight Corridor-3 compensation for Project land Project acquisition. FY21- 6/22/2021 India Eastern Dedicated P150158 Transport Task Team E&S Issues Solution Phase Allegations of inadequate compensation GRS-1047 Freight Corridor-3 for Project land acquisition. Project CAS-01216- 4/8/2021 India Eastern Dedicated P150158 Transport INT E&S Issues Closed Concerns regarding actions taken by a K3G5G7 Freight Corridor-3 Project contractor. Complaint was closed Project for lack of response by the complainant, in accordance with the GRS Procedure. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 35 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01157- 2/21/2021 India Eastern Dedicated P150158 Transport Direct E&S Issues Solution Phase Concerns related to the lack of access N3T2P5 Freight Corridor-3 Complaint to farming lands and potential loss of Project livelihood as a result of Project activities. CAS-01133- 1/25/2021 India Technical Education P154523 Education Direct Procurement Inadmissible Concerns related to the bidding process. Y2V3R3 Quality Improvement Complaint Complaint was referred to Procurement. Project III CAS-01024- 8/18/2020 India Uttarakhand P154525 Education Direct Other Operations Inadmissible Allegations of abuse and discrimination H3S5Q7 Workforce Complaint Matters by the Project Implementation Unit. Development Project Complaint was referred to the World Bank task team for follow-up. CAS-00993- 7/1/2020 India Uttarakhand P154525 Education Direct E&S Issues Closed Allegations of non-payment for P7X8Y7 Workforce Complaint professional services provided by a sub- Development Project contractor. Complainant did not provide proof of a work agreement between him and the contractor. CAS-01040- 9/5/2020 India Jhelum and Tawi P154990 Urban, Resilience Direct Other Operations Inadmissible Concerns related to delays in the G0S0H5 Flood Recovery & Land Complaint Matters execution of Project works and the Project impact of the dilapidated road on its users. Complaint was referred to the World Bank task team for follow-up. CAS-01011- 7/24/2020 India Jhelum and Tawi P154990 Urban, Resilience Direct Procurement Inadmissible Concerns related to the bidding process. Y2D2C6 Flood Recovery & Land Complaint Complaint was referred to Procurement. Project CAS-00996- 7/6/2020 India Jhelum and Tawi P154990 Urban, Resilience Direct E&S Issues Solution Phase Concerns related to (i) the change of Y0S4L2 Flood Recovery & Land Complaint Project site for the dewatering station Project due to alleged pressure from another community member; (ii) land acquisition of the new site without authorization; and (iii) potential future price decrease of the complainant’s property due to proximity to the dewatering station. CAS-01186- 3/26/2021 India Andhra Pradesh 24X7 P155038 Energy & Direct Procurement Inadmissible Concerns related to the bidding process. S6G7X9 Power for All Project Extractives Complaint Complaint was referred to Procurement. CAS-01033- 8/25/2020 India West Bengal P159427 Urban, Resilience Direct Fraud and/or Inadmissible Allegations of irregularities and W4B0K9 Institutional & Land Complaint Corruption corruption in the Project. Complaint was Strengthening of referred to the Integrity Vice Presidency. Gram Panchayats Program II Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 36 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01188- 3/30/2021 India Jharkhand Power P162086 Energy & Direct Procurement Inadmissible Concerns related to the bidding process. X5K5G5 System Improvement Extractives Complaint Complaint was referred to Procurement. Project CAS-01095- 12/8/2020 India Himachal Pradesh P163328 Transport Direct Procurement Inadmissible Concerns related to the bidding process. V2C6Q0 State Roads Complaint Complaint was referred to Procurement. Transformation Project CAS-01109- 12/12/2020 India Green National P167350 Transport Direct E&S Issues Closed Concerns related to Project design C6C9B3 Highways Corridor Complaint and road safety. Borrower undertook Project measures to address the concerns raised and relevant information was shared with the complainant. CAS-01052- 9/28/2020 Iraq Transport Corridors P131550 Transport Task Team E&S Issues Closed Concerns related to disturbances P4Q7L3 Project amongst shops owners because of limited common space provided by the Project in new relocation area. Complaint was resolved to the complainants’ satisfaction. CAS-01061- 10/4/2020 Iraq Emergency Operation P155732 Urban, Resilience Direct Procurement Inadmissible Concerns related to the bidding process. C3T1B3 for Development & Land Complaint Complaint was referred to Procurement. Project CAS-01065- 10/7/2020 Jordan Municipal Services P147689 Urban, Resilience Task Team E&S Issues Closed Allegations of non-renewal of workers’ F9Y3F5 and Social Resilience & Land contracts without justification. Complaint Project was resolved to the complainants’ satisfaction. FY21- 6/28/2021 Kazakhstan South-West Roads: P099270 Transport Direct Procurement Inadmissible Allegations of non-payment of wages GRS-1057 Western Europe- Complaint by the Project contractor. Complaint was Western China referred to Procurement. International Transit Corridor (CAREC 1B & 6B) Project CAS-01161- 2/24/2021 Kazakhstan South-West Roads: P099270 Transport Direct E&S Issues Solution Phase Allegations of non-payment of salary G1M9V1 Western Europe China Complaint and other allowances by the Project International Transit contractor. Corridor (CAREC 1B & 6B) Project Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 37 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01158- 2/22/2021 Kazakhstan South-West Roads: P099270 Transport Direct Other Operations Inadmissible Allegations by a sub-contractor of P0J0W9 Western Europe- Complaint Matters non-payment by the Project contractor Western China resulting in inability by the sub- International Transit contractor to pay its employees. Corridor (CAREC 1B & 6B) Project CAS-01152- 2/17/2021 Kazakhstan South-West Roads: P099270 Transport Direct E&S Issues Solution Phase Allegations of non-payment of salary and B2X4F1 Western Europe- Complaint benefits by the Project contractor. Western China International Transit Corridor (CAREC 1B & 6B) Project CAS-01153- 2/17/2021 Kazakhstan South-West Roads: P099270 Transport Direct E&S Issues Solution Phase Allegations of non-payment of salary and V5J5P4 Western Europe- Complaint benefits by the Project contractor. Western China International Transit Corridor (CAREC 1B & 6B) Project CAS-01150- 2/15/2021 Kazakhstan South-West Roads: P099270 Transport Direct E&S Issues Solution Phase Allegations of non-payment of salaries W2V7Z2 Western Europe- Complaint and benefits by the Project contractor. Western China International Transit Corridor (CAREC 1B & 6B) Project CAS-01151- 2/15/2021 Kazakhstan South-West Roads: P099270 Transport Direct E&S Issues Solution Phase Allegations of non-payment of salaries V6H4P1 Western Europe- Complaint and benefits by the Project contractor. Western China International Transit Corridor (CAREC 1B & 6B) Project CAS-01144- 2/8/2021 Kazakhstan South-West Roads: P099270 Transport Direct E&S Issues Closed Allegations of non-payment of salaries Z4L8M2 Western Europe- Complaint and benefits by the Project contractor. Western China Complaint was resolved to the International Transit complainant’s satisfaction. Corridor (CAREC 1B & 6B) Project CAS-01134- 1/29/2021 Kazakhstan South-West Roads: P099270 Transport Direct E&S Issues Closed Allegations of non payment of M4W3G5 Western Europe- Complaint salary and benefits by the Project Western China contractor. Complaint was closed to the International Transit complainant’s satisfaction. Corridor (CAREC 1B & 6B) Project Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 38 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* FY21- 6/22/2021 Kenya AFCC2/RI-East Africa P079734 Transport Direct E&S Issues Inadmissible Allegations of non-payment of GRS-1045 Trade and Transport Complaint compensation for loss of property. The Facilitation Project Project had been closed for more than 15 months, and the GRS no longer had mandate to process the complaint under the GRS Procedure. Complaint was referred to the World Bank task team for follow-up. CAS-01073- 10/26/2020 Kenya AFCC2/RI-East Africa P079734 Transport Direct E&S Issues Inadmissible Allegations of lack of compensation X7Z5H7 Trade and Transport Complaint for property acquired by the Project. Facilitation Project The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. CAS-01077- 11/10/2020 Kenya Water and Sanitation P096367 Water Task Team E&S Issues Inadmissible Concerns related to non-payment of T6R9L8 Service Improvement workers for overtime work. Complaint Project was referred to the World Bank task team for follow-up. CAS-01123- 1/15/2021 Kenya Informal Settlements P113542 Urban, Resilience INT E&S Issues Inadmissible Allegations of damage to property, F3D3Y0 Improvement Project & Land loss of income, and health and safety concerns. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. CAS-01059- 10/3/2020 Kenya Informal Settlements P113542 Urban, Resilience Direct E&S Issues Inadmissible Concerns related to lack of compensation V4Q3V2 Improvement Project & Land Complaint for land acquired by the Project. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. CAS-01051- 9/25/2020 Kenya Informal Settlements P113542 Urban, Resilience Direct E&S Issues Inadmissible Allegations of non-payment of Y0K4Z6 Improvement Project & Land Complaint compensation for land acquired by the Project. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 39 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01043- 9/11/2020 Kenya Informal Settlements P113542 Urban, Resilience Direct E&S Issues Inadmissible Allegations of non-payment of Q3J7M1 Improvement Project & Land Complaint compensation for property acquired by the Project. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. CAS-01036- 9/2/2020 Kenya Informal Settlements P113542 Urban, Resilience Direct E&S Issues Inadmissible Allegations of lack of information about M2X3F8 Improvement Project & Land Complaint the compensation process and status. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. FY21- 6/30/2021 Kenya Transport Sector P124109 Transport Direct E&S Issues Inadmissible Allegations of non-payment of GRS-1058 Support Project Complaint compensation for land acquired by the Project. The Project had been closed for more than 15 months, and the GRS no longer had mandate to process the complaint under the GRS Procedure. Complaint was referred to the World Bank task team for follow-up. CAS-01140- 2/6/2021 Kenya Transport Sector P124109 Transport Direct E&S Issues Inadmissible Concerns related to lack of compensation V8B2M8 Support Project Complaint for alleged damage to property as a result of Project activities. The Project had closed, and the GRS no longer had mandate to process the complaint, which was referred to the World Bank task team for follow-up. FY21- 6/8/2021 Kenya Electricity P145104 Energy & INT Other Operations Inadmissible Complaint raised operational issues, GRS-1034 Modernization Project Extractives Matters outside the mandate of the GRS, and was referred to the World Bank task team for follow-up. CAS-01247- 5/25/2021 Kenya EA Regional P148853 Transport Direct E&S Issues Solution Phase Allegations of non-payment of salaries by B6H3B9 Transport , Trade Complaint a Project contractor. and Development Facilitation Project CAS-01122- 1/15/2021 Kenya EA Regional P148853 Transport Direct E&S Issues Closed Allegations of workplace harassment W5T1G6 Transport , Trade Complaint and wrongful termination. Complaint and Development was resolved to the complainant’s Facilitation Project satisfaction. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 40 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01120- 1/12/2021 Kenya EA Regional P148853 Transport Direct E&S Issues Closed Allegations of workplace harassment D9X0S4 Transport , Trade Complaint and wrongful termination. Complaint and Development was resolved to the complainant’s Facilitation Project satisfaction. CAS-01119- 1/11/2021 Kenya EA Regional P148853 Transport Direct E&S Issues Closed Allegations of workplace harassment X0G9F7 Transport , Trade Complaint and wrongful termination. Complaint and Development was resolved to the complainant’s Facilitation Project satisfaction. FY21- 6/8/2021 Kenya Youth Employment P151831 Social Protection INT E&S Issues Solution Phase Concerns related to lack of public GRS-1033 and Opportunities & Jobs consultation and non-selection for a Project Project grant. CAS-01234- 4/16/2021 Kenya Youth Employment P151831 Social Protection Direct Other Operations Solution Phase Allegations of non-payment of fees to W3N0W0 and Opportunities & Jobs Complaint Matters trainers hired by the Project. Project CAS-01149- 2/12/2021 Kenya Youth Employment P151831 Social Protection Direct Other Operations Inadmissible Concerns related to non-selection for a X8T8L5 and Opportunities & Jobs Complaint Matters Project grant. Project CAS-01146- 2/11/2021 Kenya Youth Employment P151831 Social Protection INT Other Operations Closed Allegations of non-payment of stipends D1D7Z3 and Opportunities & Jobs Matters due to trainees. Complaint was closed for Project lack of response by the complainant, in accordance with the GRS Procedure. CAS-01244- 5/24/2021 Kenya National Agricultural P153349 Agriculture INT Other Operations Inadmissible Concerns related to an unsuitable work C5V8R6 and Rural Inclusive & Food Matters environment. Complainant did not Growth Project indicate any harm suffered or likely to be suffered because of their work environment. CAS-01239- 5/18/2021 Kenya National Agricultural P153349 Agriculture INT Other Operations Inadmissible Concerns related to the redeployment of K0T9H0 and Rural Inclusive & Food Matters staff and allegations of misappropriation Growth Project of Project funds. Allegations of fraud were referred to the Integrity Vice Presidency. CAS-01074- 10/29/2020 Kenya National Agricultural P153349 Agriculture Task Team E&S Issues Closed Concerns related to the process of F2H2Z3 and Rural Inclusive & Food identification of a producer organization Growth Project for funding by the Project. Complaint was resolved to the complainant’s satisfaction. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 41 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01056- 10/2/2020 Kenya National Agricultural P153349 Agriculture INT E&S Issues Closed Concerns related to use of community X4J8J5 and Rural Inclusive & Food land for Project activities without Growth Project the community’s consent. Complaint was resolved to the complainants’ satisfaction. CAS-01027- 8/21/2020 Kenya National Agricultural P153349 Agriculture Direct E&S Issues Closed Concerns related to lack of transparency Z6Z0V3 and Rural Inclusive & Food Complaint of process of the Project-level grievance Growth Project mechanism (GM) and allegations of undue interference in the GM decision. Complaint was resolved to the complainant’s satisfaction. Integrity concerns issues were referred to the Integrity Vice Presidency. CAS-01238- 5/18/2021 Kenya Climate Smart P154784 Agriculture INT Other Operations Inadmissible Concerns related to slow Project X5F8R6 Agriculture Project & Food Matters implementation. CAS-01166- 3/3/2021 Kenya Urban Support P156777 Urban, Resilience INT Other Operations Inadmissible Concerns related to local implementing T0Z0H0 Program & Land Matters agency’s non-compliance with national laws during the delivery of Project activities. CAS-01078- 11/12/2020 Kenya Urban Support P156777 Urban, Resilience Direct E&S Issues Closed Allegations of lack of compensation for B3N1R5 Program & Land Complaint land acquired by the Project. Affected land was outside the scope of the Project. CAS-01233- 5/3/2021 Kenya Development P161067 Social INT E&S Issues Solution Phase Concerns related to lack of public Q7K8M3 Response to Sustainability consultation and lack of access to Displacement Impacts and Inclusion Project-related information. Project (DRDIP) in the Horn of Africa CAS-01125- 1/19/2021 Lebanon Greater Beirut Water P103063 Water INT E&S Issues Closed Concerns related to the quality of P5T7D5 Supply Project drinking water that will be supplied through a tunnel currently under construction by the Project. The World Bank and the Borrower addressed the concerns raised by the complainant. CAS-01093- 12/7/2020 Lebanon Roads and P160223 Transport Task Team E&S Issues Closed Allegations of non-payment of salary P2Y6Q3 Employment Project by a Project contractor. The contractor paid the outstanding amount to the complainant. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 42 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01184- 3/24/2021 Lebanon Health Resilience P163476 Health, Nutrition INT Other Operations Closed Allegations by refugees of exclusion from R8J1M8 Project & Population Matters access to COVID-19 vaccines. Complaint was resolved to the complainant’s satisfaction. CAS-01235- 5/5/2021 Lebanon Emergency Crisis and P173367 Social Protection Direct E&S Issues Closed Concerns related to the adverse impact C9G4D2 COVID-19 Response & Jobs Complaint of the Project. Complaint was closed for Social Safety Net lack of response by the complainant, in Project accordance with the GRS Procedure. CAS-01174- 3/12/2021 Lebanon Emergency Crisis and P173367 Social Protection Direct Other Operations Inadmissible Concerns related to possible J8J2J8 COVID-19 Response & Jobs Complaint Matters mismanagement of Project funds by the Social Safety Net government. Project CAS-01021- 8/10/2020 Liberia Accelerated Electricity P133445 Energy & Task Team E&S Issues Solution Phase Concerns related to the contested X8S6R2 Expansion Project Extractives ownership of land on which the Project’s substation is constructed. CAS-01010- 7/23/2020 Maldives Enhancing P163818 Education Direct Procurement Inadmissible Concerns related to the bidding process. L1N6M0 Employability and Complaint Complaint was referred to Procurement. Resilience of Youth Project CAS-01167- 3/3/2021 Mauritania Sahel Irrigation P154482 Water Other Bank E&S Issues Solution Phase Concerns related to lack of public M2S9K9 Initiative Support Staff consultations with local communities, Project potential social conflicts over land in the Project area and allegations that the Project’s planned agricultural activities may not benefit the local community. CAS-01016- 8/7/2020 Mongolia E-Health Project P131290 Health, Nutrition Direct E&S Issues Closed Allegations of workplace bullying and T4P9K4 & Population Complaint lack of reimbursement for Project-related expenses. The alleged bullying could not be corroborated. The complainant was reimbursed for an incurred expense. CAS-01083- 11/19/2020 Montenegro Industrial Waste P122139 Environment, INT Procurement Inadmissible Concerns related to the bidding process. S2S6J8 Management and Natural Resources Complaint was referred to Procurement. Cleanup Project & the Blue Economy CAS-01245- 5/26/2021 Mozambique Agriculture and P149620 Agriculture INT Other Operations Closed Concerns related to employment N3R8Y4 Natural Resources & Food Matters contracts offered to Project workers. Landscape Complaint was closed for lack of Management Project response by the complainant, in accordance with the GRS Procedure. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 43 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01058- 10/3/2020 Myanmar National Community P132500 Social Direct Fraud and/or Inadmissible Allegations of misuse of Project funds. L4X3T7 Driven Development Sustainability Complaint Corruption Complaint was referred to the Integrity Project and Inclusion Vice Presidency. FY21- 6/25/2021 N/A Not Related to N/A N/A INT Not Related to Inadmissible Allegations of non-payment of wages GRS-1053 a World Bank- World Bank Group for services rendered. Complaint did not Supported Project relate to a World Bank-supported Project. CAS-01224- 4/20/2021 Nepal Nepal-India Electricity P115767 Energy & Task Team E&S Issues Solution Phase Concerns related to the alignment of P2Z8X7 Transmission and Extractives a transmission line, and allegations of Trade Project violation of the World Bank’s social and environmental policies, and national and international laws. CAS-01159- 2/23/2021 Nepal Nepal-India Regional P144335 Transport Task Team Other Operations Solution Phase Allegations of non-payment of fees by F5D6T0 Trade And Transport Matters the Project Implementation Unit. Project CAS-01160- 2/23/2021 Nepal Nepal-India Regional P144335 Transport Task Team Other Operations Closed Allegations of non-payment of Y7N4N9 Trade And Transport Matters fees by the Project Implementation Project Unit. Complaint was resolved to the complainant’s satisfaction. CAS-01249- 5/26/2021 Nepal Program for the P159682 Urban, Resilience INT Other Operations Inadmissible Concerns related to lack of funding by W7G1R5 Buddhist Circuit & Land Matters the Project. Complaint is inadmissible Development in SAR since it does not relate to a lending Project. CAS-01075- 10/30/2020 Nicaragua Emission Reductions P167434 Environment, Task Team E&S Issues Inadmissible Concerns by local environmental Z2H8H7 Program to Combat Natural Resources organizations related to the Climate Change & the Blue Government’s participation in the FCPF & Poverty in the Economy Carbon Fund Project. Complaint was Caribbean Coast, the found inadmissible since the Project was BOSAWAS & the Indio not yet active. Maiz Reserves CAS-01006- 7/13/2020 Nigeria Third National Fadama P096572 Agriculture Direct Fraud and/or Inadmissible Allegations of corruption and misuse of B7H1L0 Development Project- & Food Complaint Corruption Project funds. Complaint was referred to Additional Financing the Integrity Vice Presidency. CAS-01028- 8/23/2020 Nigeria Erosion and P124905 Environment, Task Team E&S Issues Closed Concerns related to lack of compensation Q2L2Q4 Watershed Natural Resources for land acquired by the Project, and Management Project & the Blue allegations of fraud. Compensation was Economy paid to the complainant. Allegations of fraud were referred to the Integrity Vice Presidency. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 44 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01029- 8/23/2020 Nigeria Erosion and P124905 Environment, Task Team E&S Issues Closed Concerns related to non-payment N5K1W7 Watershed Natural Resources of compensation, Project design Management Project & the Blue and allegations of fraud. Complaint Economy was resolved to the complainant’s satisfaction. Project design issues were referred to the World Bank task team for follow up, and allegations of fraud were referred to the Integrity Vice Presidency. CAS-01030- 8/23/2020 Nigeria Erosion and P124905 Environment, Task Team E&S Issues Closed Concerns related to compensation C2X0M5 Watershed Natural Resources for land acquired by the Project and Management Project & the Blue allegations of fraud and corruption. Economy Complaint was resolved to complainant’s satisfaction, and allegations of fraud were referred to the Integrity Vice Presidency. CAS-01017- 8/8/2020 Nigeria Erosion and P124905 Environment, Direct E&S Issues Closed Concerns related to lack of compensation Z3R7K4 Watershed Natural Resources Complaint for land acquired by the Project and Management Project & the Blue allegations of fraud in valuation of Economy properties. Complaint was resolved to the complainant’s satisfaction. Allegations of fraud were referred to the Integrity Vice Presidency. CAS-01007- 7/13/2020 Nigeria Third National Fadama P130788 Agriculture Direct Fraud and/or Inadmissible Allegations of corruption and misuse of V4D9D4 Development Project- & Food Complaint Corruption Project funds. Complaint was referred to Additional Financing the Integrity Vice Presidency. CAS-01103- 12/8/2020 Nigeria Agro-Processing, P148616 Agriculture INT E&S Issues Inadmissible Concerns related to lack of information P8F0R6 Productivity & Food regarding the complainant’s application Enhancement to be considered for Project funding. and Livelihood Complaint was referred to the World Improvement Support Bank task team for follow-up. Project CAS-01008- 7/13/2020 Nigeria Multi-Sectoral Crisis P157891 Urban, Resilience Direct Fraud and/or Inadmissible Allegations of corruption and misuse of Y6K5G3 Recovery Project for & Land Complaint Corruption Project funds. Complaint was referred to North Eastern Nigeria the Integrity Vice Presidency. CAS-01047- 9/17/2020 Nigeria Livestock Productivity P160865 Agriculture Direct Other Operations Inadmissible Concerns related to alleged illegal and Z7Z6Q1 and Resilience & Food Complaint Matters unfair exclusion of some states from Support Project participation in the Project. Complaint was referred to the World Bank task team for follow-up. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 45 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01050- 9/22/2020 Nigeria Accelerating Nutrition P162069 Health, Nutrition Direct Procurement Inadmissible Concerns related to the bidding process. S0K6X9 Results Project & Population Complaint Complaint was referred to Procurement. CAS-01143- 2/8/2021 Pakistan Not Related to N/A N/A Direct Not Related to Inadmissible Allegations of non-payment of terminal H1D7D7 a World Bank- Complaint World Bank Group employment benefits. Complaint did not Supported Project relate to a World Bank-supported Project. CAS-00995- 7/6/2020 Pakistan Not Related to N/A N/A Direct Not Related to Inadmissible Allegations of copyright infringement. N6B0S4 a World Bank- Complaint World Bank Group Supported Project CAS-01100- 12/8/2020 Pakistan Land Records P090501 Urban, Resilience INT Other Operations Inadmissible Concerns related to Project staff salaries. L5N6M0 Management and & Land Matters Information Systems Project CAS-01156- 2/18/2021 Pakistan Dasu Hydropower P121507 Energy & Direct E&S Issues Closed Concerns related to potential adverse W3K3F2 Stage I Project Extractives Complaint impact to the local community and environment due to the proposed installation of a power crusher. The Project site selection has not yet been finalized and approved, and this information was provided to the complainant. CAS-01221- 4/16/2021 Pakistan REDD Preparation P152465 Environment, Direct Procurement Inadmissible Concerns related to the bidding process. V7N4F8 Project Natural Resources Complaint Complaint was referred to Procurement. & the Blue Economy CAS-01227- 4/21/2021 Pakistan FATA Temporarily P154278 Social Protection Direct Procurement Inadmissible Concerns relating to the Project’s J0P0K1 Displaced Persons & Jobs Complaint recruitment process. Complaint was Emergency Recovery referred to Procurement. Project FY21- 6/22/2021 Pakistan Governance and P156411 Governance Direct Procurement Inadmissible Concerns related to the bidding process. GRS-1049 Policy Project for Complaint Complaint was referred to Procurement. Balochistan CAS-01034- 8/27/2020 Pakistan Punjab Tourism for P158099 Finance, Other Bank Procurement Inadmissible Concerns related to the bidding process. Q9C2G1 Economic Growth Competitiveness Staff Complaint was referred to Procurement. Project & Innovation Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 46 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01162- 2/24/2021 Pakistan Competitive and P161402 Urban, Resilience Task Team E&S Issues Inadmissible Concerns related to alleged illegal B6B0R7 Livable City of Karachi & Land construction/occupation of an open Project space meant to be used for a sewage drain. Activities complained of are not financed by the Project. CAS-00994- 7/3/2020 Pakistan Karachi Neighborhood P161980 Urban, Resilience Direct E&S Issues Closed Allegations of non-payment of salary by J0C2D8 Improvement Project & Land Complaint the contractor and termination without notice or payment in lieu of notice. The outstanding salary was paid to the complainant. CAS-01226- 4/20/2021 Pakistan Karachi Water and P164704 Water Direct Other Operations Inadmissible Allegations of wrongful termination P2D2W4 Sewerage Services Complaint Matters by the Project Implementation Unit. Improvement Project Complaint was referred to the World Bank task team for follow-up. CAS-01215- 4/8/2021 Pakistan Karachi Water and P164704 Water INT E&S Issues Inadmissible Allegations of blockage of the sewerage H3N3Y2 Sewerage Services system caused by infrastructure works. Improvement Project Activities were determined to not have been financed by a World Bank- supported project. CAS-01204- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, D1T2L2 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01205- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, P0B8V9 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01206- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, S4S3H9 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01207- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, L4S4W4 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01208- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, C0N6H7 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 47 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01209- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction and X8B7J0 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01210- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, L5Q8V5 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01211- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction and F7Z4G6 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01201- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction without D4Y2W0 Emergency and & Land notice or compensation. Efficiency Project CAS-01202- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction and house T8H4P2 Emergency and & Land demolitions without compensation. Efficiency Project CAS-01203- 4/6/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, G0L5B9 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01192- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, B4L6Q7 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01193- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, J6T5L2 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01194- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, T2R8X1 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01195- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, D2G3Q4 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 48 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01196- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, Z0J9X9 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01197- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, Y1Q6L1 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01189- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, T5Z7V7 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01190- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, S4T9T1 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01191- 4/2/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of forced eviction, D7Z3Z3 Emergency and & Land house demolitions without notice, Efficiency Project compensation, or provision of alternative housing. CAS-01178- 3/19/2021 Pakistan Solid Waste P173021 Urban, Resilience Direct E&S Issues Solution Phase Allegations of forced eviction, lack of N6H0N8 Emergency and & Land Complaint consultation and inadequate notice of Efficiency Project eviction. CAS-01163- 2/24/2021 Pakistan Solid Waste P173021 Urban, Resilience Task Team E&S Issues Inadmissible Concerns related to alleged illegal W7W9R3 Emergency and & Land construction/occupation of an open Efficiency Project space meant to be used for a sewage drain. Activities complained of are not financed by the Project. FY21- 6/25/2021 Pakistan Sindh Resilience P173087 Urban, Resilience Direct Other Operations Inadmissible Concerns related to the Government’s GRS-1054 Project- Additional & Land Complaint Matters imposition of public health measures Financing during the COVID-19 pandemic. Complaint was referred to the World Bank task team for follow-up. CAS-01072- 10/22/2020 Panama Support for the P157575 Social Task Team E&S Issues Closed Concerns related to opportunities W0J1B0 National Indigenous Sustainability for participation in the Project. The Peoples Development and Inclusion Borrower implemented agreed terms of Plan participation. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 49 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01111- 12/16/2020 Paraguay Market Access for P168153 Agriculture Task Team E&S Issues Solution Phase Concerns related to lack of opportunities P9V5T1 Agricultural Products & Food to benefit from Project activities. Project CAS-01086- 11/24/2020 Peru Cusco Transport P132505 Transport Task Team E&S Issues Closed Concerns related to compensation for Q0T6W4 Improvement Project Project land acquisition. Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. CAS-01116- 12/31/2020 Peru Strengthening the P156250 Finance, Direct E&S Issues Closed Concerns related to delays of payments V9J2M9 Science, Technology Competitiveness Complaint for services rendered under the Project. and Innovation System & Innovation The complainant received full payment of Project outstanding fees. CAS-01110- 12/15/2020 Peru Strengthening the P156250 Finance, Direct Other Operations Inadmissible Concerns related to a pending work visa N3M8R4 Science, Technology Competitiveness Complaint Matters and double taxation. and Innovation System & Innovation in Peru Project CAS-01088- 11/29/2020 Peru Strengthening the P156250 Finance, Direct E&S Issues Closed Allegations of non-payment for W4C0B6 Science, Technology Competitiveness Complaint relocation expenses and services and Innovation System & Innovation rendered under the Project. No solution Project was found since the relevant Project activities were cancelled. CAS-01042- 9/9/2020 Peru Strengthening the P156250 Finance, Direct E&S Issues Closed Allegations of non-payment for services H6B2L1 Science, Technology Competitiveness Complaint rendered under the Project. Outstanding and Innovation System & Innovation fees were paid in full. Project CAS-01053- 9/29/2020 Peru FCPF Carbon Fund P160122 Environment, Task Team E&S Issues Inadmissible Concerns about the Emissions Reduction P1N8Z1 Peru Emissions Natural Resources Program and its negative effect on Reductions Program & the Blue indigenous and environmental rights. Economy Complaint was found inadmissible since the Project was not yet active. FY21- 6/14/2021 Philippines Social Welfare and P082144 Social Protection INT Other Operations Inadmissible Allegations of irregularities in the GRS-1039 Development Reform & Jobs Matters Project’s cash assistance program. The Project Project had been closed for more than 15 months, and the GRS no longer had mandate to process the complaint. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 50 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01022- 8/14/2020 Philippines Rural Development P132424 Agriculture Direct E&S Issues Closed Allegations of damage to private M8G3W1 Project & Food Complaint property, non-payment of compensation, road safety and flooding concerns. Activities complained of were confirmed not to be part of the Project. CAS-01179- 3/19/2021 Philippines Support to P172399 Urban, Resilience Task Team E&S Issues Solution Phase Concerns related to the potential adverse Q2S6W3 Parcelization of Lands & Land impacts of the Project on the security of for Individual Titling land tenure and livelihoods of farmers. Project CAS-01127- 1/24/2021 Philippines Support to P172399 Urban, Resilience Task Team E&S Issues Solution Phase Concerns related to potential loss of land Z3F5Q9 Parcelization of Lands & Land due to Project activities. for Individual Titling Project CAS-01218- 4/12/2021 Poland Odra-Vistula Flood P147460 Water INT E&S Issues Closed Concerns related to adverse K0K1L4 Management Project environmental impacts. Issues raised in the complaint had already been reviewed by the World Bank and addressed by the Borrower. CAS-01138- 2/3/2021 Poland Odra-Vistula Flood P147460 Water Task Team E&S Issues Closed Allegations of mistreatment of workers, W8L4B6 Management Project workplace bullying and gender discrimination. The issues raised were not substantiated; however, additional trainings and monitoring were put in place. CAS-01231- 4/26/2021 Rwanda AFR RI-Regional P075941 Energy & Task Team Procurement Inadmissible Allegations of inequitable treatment of Z6R3Y3 Rusumo Falls Extractives employees by the Project sub-contractor. Hydroelectric Project Complaint was referred to Procurement. CAS-01020- 8/10/2020 Rwanda Housing Finance P165649 Finance, INT E&S Issues Closed Allegations of demolition of residential K4Y3M4 Project Competitiveness properties without compensation. & Innovation Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. CAS-01155- 2/17/2021 Senegal Dakar Bus Rapid P156186 Transport Direct E&S Issues Solution Phase Allegations of workplace harassment and Q9R3Q3 Transit Pilot Project Complaint non-compliance with the national labor laws and health and safety standards by the Project contractor. CAS-01170- 3/8/2021 Senegal Investing in Maternal, P162042 Health, Nutrition Direct Procurement Inadmissible Concerns related to the Project’s B6N3R8 Child and Adolescent & Population Complaint recruitment process. Complaint was Health Project referred to Procurement. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 51 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01252- 5/31/2021 Serbia Emergency COVID-19 P173892 Health, Nutrition Direct Procurement Inadmissible Concerns related to the bidding process. C7Q9R6 Response Project & Population Complaint Complaint was referred to Procurement. CAS-01070- 10/13/2020 Sierra Leone Not Related to N/A N/A Direct Not Related to Inadmissible Allegations of corruption and fraudulent C9V4C9 a World Bank- Complaint World Bank Group activities. Complaint did not relate to a Supported Project World Bank-supported Project. CAS-01067- 10/13/2020 Sierra Leone Financial Inclusion P166601 Finance, Direct Procurement Inadmissible Concerns related to the bidding process. H7F4H5 Project Competitiveness Complaint Complaint was referred to Procurement. & Innovation CAS-01046- 9/14/2020 Sint Maarten Sint Maarten P167339 Urban, Resilience Task Team E&S Issues Solution Phase Concerns related to repairs for the F7C2F8 Emergency Recovery & Land complainant’s damaged home, and Project allegations of harassment. FY21- 6/25/2021 Solomon Tina River Hydropower P161319 Energy & Task Team E&S Issues Solution Phase Concerns related to the Project’s non- GRS-1051 Islands Development Project Extractives compliance with environmental and social requirements for road construction and drilling works. CAS-01044- 9/14/2020 Solomon Tina River Hydropower P161319 Energy & Task Team E&S Issues Solution Phase Concerns related to outstanding M3Z8C9 Islands Development Project Extractives resettlement of affected residents, forced eviction, water pollution and lack of consultations. CAS-01045- 9/14/2020 Solomon Tina River Hydropower P161319 Energy & Task Team E&S Issues Solution Phase Concerns related to compensation for Z0Q4T1 Islands Development Project Extractives land acquired by the Project. CAS-01199- 4/4/2021 Somalia Somaliland Civil P155123 Governance Direct Procurement Inadmissible Concerns related to the Project’s Q7K0M1 Service Strengthening Complaint recruitment process. Complaint was Project referred to Procurement. CAS-01181- 3/16/2021 Somalia Civil Service P155123 Governance Direct Procurement Inadmissible Concerns related to the Project’s Z1G3R3 Strengthening Project Complaint recruitment process. Complaint was referred to Procurement. CAS-01023- 8/17/2020 Somalia Capacity P168115 Finance, Direct Other Operations Closed J6X5Z3 Advancement, Competitiveness Complaint Matters Allegations of difficult access to the Livelihoods and & Innovation Project’s micro-credit financing. Borrower Entrepreneurship, undertook measures to address the through Digital Uplift concerns raised and relevant information Project was shared with the complainant. CAS-01228- 4/22/2021 Somalia Urban Resilience P170922 Urban, Resilience Direct Procurement Inadmissible Concerns related to the Project’s R7D2K8 Project II & Land Complaint recruitment process. Complaint was referred to Procurement. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 52 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01200- 4/5/2021 Somalia Urban Resilience P170922 Urban, Resilience Direct Procurement Inadmissible Concerns related to the Project’s L7F3H0 Project II & Land Complaint recruitment process. Complaint was referred to Procurement. FY21- 6/24/2021 South Africa Catalyzing Financing P170213 Environment, Direct Other Operations Inadmissible Concerns related to Project scope. GRS-1050 and Capacity for the Natural Resources Complaint Matters Biodiversity Economy & the Blue around Protected Economy Areas Project CAS-01013- 7/28/2020 Sri Lanka Metro Colombo Urban P122735 Urban, Resilience Task Team E&S Issues Closed Concerns related to non-payment of T3K0B8 Development Project & Land compensation for damages caused by Project works to the complainant’s residence and business premises, and loss of business income. Compensation was paid to the complainant. CAS-01004- 7/8/2020 Sri Lanka Metro Colombo Urban P122735 Urban, Resilience Task Team E&S Issues Closed Concerns related to damage to the P3Z3C7 Development Project & Land complainant’s house as a result of Project-related construction activities. Compensation was paid to the complainant. CAS-01085- 11/21/2020 Sri Lanka Strategic Cities P130548 Urban, Resilience Direct E&S Issues Closed Concerns related to the negative B1K0N9 Development Project & Land Complaint impact of the Project on cultural heritage, and allegations of inadequate Project consultations. Concerns raised were resolved to the complainants’ satisfaction. CAS-01104- 12/11/2020 Sri Lanka Climate Resilience P160005 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of loss of income suffered by V5Y0H9 Multi-Phase & Land the complainant as a result of complying Programmatic with official requirements in preparation Approach for property acquisition by the Project. CAS-01229- 4/22/2021 St. Lucia Health System P166783 Health, Nutrition Task Team E&S Issues Solution Phase Allegations of harassment of Project staff. P5N0F0 Strengthening Project & Population CAS-01241- 5/20/2021 Tanzania Dar es Salaam P150937 Transport INT Procurement Inadmissible Concerns related to the Project’s K2Z9L9 Urban Transport recruitment process. Complaint was Improvement Project referred to Procurement. CAS-01240- 5/19/2021 Tanzania Dar es Salaam P150937 Transport Direct Procurement Inadmissible Concerns related to the bidding process. X0C0S4 Urban Transport Complaint Complaint was referred to Procurement. Improvement Project Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 53 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01118- 1/9/2021 Tanzania AFR RI-3A Tanzania- P163752 Energy & Direct Procurement Inadmissible Concerns relating to the bidding process. Q5K7N4 Zambia Transmission Extractives Complaint Complaint was referred to Procurement. Interconnector Project CAS-01165- 2/26/2021 Thailand FCPF Readiness P130115 Environment, Task Team E&S Issues Solution Phase Concerns related to a government policy, M4C0D3 Preparation Project Natural Resources allegedly prepared under the Project, and & the Blue its adverse impact on local communities. Economy CAS-01099- 12/8/2020 Thailand HCFC Phase-Out P165235 Environment, INT E&S Issues Closed Allegations of harassment towards R8V5V7 Stage II Project Natural Resources a Project Implementation Unit staff. & the Blue Awareness training on prevention of Economy harassment was delivered to Project staff and the Project Grievance Mechanism was strengthened. CAS-01094- 12/8/2020 Togo Regional Disease P159040 Health, Nutrition Direct E&S Issues Inadmissible Allegations of inequality of salaries C7Y0C2 Surveillance Systems & Population Complaint paid by the Project Monitoring Unit to Enhancement employees at the same grade-level. (REDISSE) Project- Phase II CAS-01250- 5/27/2021 Togo Second Africa Higher P169064 Education Direct Other Operations Inadmissible Allegations of exclusion from a J1H0V7 Education Centers Complaint Matters professional training offered by the of Excellence for Project. The complaint was referred to Development Impact the World Bank task team for follow-up. Project CAS-01038- 9/3/2020 Tonga Climate Resilient P174077 Transport Direct Other Operations Inadmissible Allegations of misuse of Project funds R2Z7J5 Transport Project Complaint Matters and concerns about shortage of Additional Financing medication and medical supplies in hospitals. Allegations of misuse of Project funds were referred to the Integrity Vice Presidency. CAS-01090- 12/4/2020 Tunisia Integrated Landscapes P151030 Environment, Task Team E&S Issues Solution Phase Allegations of restricted access to forest Q1B6M1 Management in Natural Resources resources and threat of violence against Lagging Regions & the Blue women in forest areas. Project Economy CAS-01019- 8/10/2020 Turkey Sustainable Cities P128605 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of encroachment on private W5M8V9 Project & Land property by Project construction and concerns around the potential loss of livelihood. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 54 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01055- 10/1/2020 Turkey Gas Storage P162727 Energy & Task Team E&S Issues Closed Allegations of poor workplace and living Y2M0V1 Expansion Project Extractives conditions of workers and contravention of national legal requirements for foreign worker quotas and foreign work permits/ visas. Workplace conditions were reviewed and satisfactorily addressed. CAS-01018- 8/10/2020 Uganda North Eastern P125590 Transport Task Team E&S Issues Closed Allegations of non-payment of J7L3K8 Road-corridor Asset professional fees by the Project Management Project Implementation Unit. Complaint was resolved to the complainant’s satisfaction. FY21- 6/2/2021 Uganda Second Kampala P133590 Urban, Resilience Direct E&S Issues Solution Phase Concerns related to road safety due to GRS-1024 Institutional and & Land Complaint removal of pedestrian footpaths during Infrastructure Project construction. Development Project CAS-01139- 2/6/2021 Uganda Second Kampala P133590 Urban, Resilience Task Team E&S Issues Solution Phase Concerns related to lack of compensation Y2L0P7 Institutional and & Land for damage to property as a result of Infrastructure Project activities. Development Project CAS-01106- 12/11/2020 Uganda Second Kampala P133590 Urban, Resilience Task Team E&S Issues Solution Phase Concerns related to road safety due to J1Q4D7 Institutional and & Land incomplete drainage works. Infrastructure Development Project CAS-01108- 12/11/2020 Uganda Second Kampala P133590 Urban, Resilience Task Team E&S Issues Solution Phase Allegations of lack of compensation C9R5J7 Institutional and & Land for loss of properties and income from Infrastructure farming activities. Development Project CAS-01080- 11/16/2020 Uganda Second Kampala P133590 Urban, Resilience Direct E&S Issues Solution Phase Concerns related to lack of consultation Z2W3G8 Institutional and & Land Complaint with the community and road safety risks Infrastructure due to incomplete drainage works. Development Project CAS-01168- 3/4/2021 Uganda Albertine Region P145101 Urban, Resilience INT E&S Issues Closed Allegations of non-payment of workers’ M0T9K9 Sustainable & Land wages by the Project contractor. Development Project Complaint was closed for lack of response by the complainant, in accordance with the GRS Procedure. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 55 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* CAS-01145- 2/10/2021 Uganda Albertine Region P145101 Urban, Resilience Task Team Other Operations Closed Allegations of non-payment of training F7W5C6 Sustainable & Land Matters allowances to students. Complaint Development Project was resolved to the complainants’ satisfaction. CAS-01076- 11/6/2020 Uganda Development P152822 Social Task Team E&S Issues Solution Phase Concerns related to the Project’s L8Q7L5 Response to Sustainability appropriation of land owned by a local Displacement Impacts and Inclusion company. Project in the HoA CAS-01068- 10/13/2020 Uganda Competitiveness P169435 Finance, Direct E&S Issues Inadmissible Concerns related to the Project’s T9V9G8 and Enterprise Competitiveness Complaint appropriation of land owned by a local Development Project & Innovation company. The Project did not involve or require land acquisition. CAS-01185- 3/25/2021 Uzbekistan Regional Roads P146334 Transport INT Other Operations Inadmissible Concerns related to non-fulfillment of H3L3R1 Development Project Matters contractual obligations by a Project contractor towards a consultant, and request for enforcement of a decision of an Adjudication Board. Concerns raised related to a contractual dispute, which is outside the scope of the GRS. CAS-01164- 3/2/2021 Uzbekistan Regional Roads P146334 Transport Task Team E&S Issues Closed Allegations of damage to personal L4N7B1 Development Project property due to Project-related activities. Concerns raised were resolved to the complainant’s satisfaction. CAS-01121- 1/14/2021 Vietnam Northern Delta P095129 Transport Task Team E&S Issues Solution Phase Concerns related to lack of compensation Q6M3M9 Transport and relocation of business assets under Development Project the Project. CAS-01026- 8/21/2020 Vietnam Ho Chi Minh City P126507 Transport Task Team E&S Issues Closed Concerns related to compensation and P6V5N5 Green Transport resettlement. The complainant accepted Development Project the compensation offered after additional consultations. FY21- 6/22/2021 Vietnam Can Tho Urban P152851 Urban, Resilience Task Team E&S Issues Solution Phase Concerns related to compensation and GRS-1046 Development and & Land resettlement. Resilience Project CAS-01015- 8/4/2020 Vietnam Can Tho Urban P152851 Urban, Resilience Task Team E&S Issues Closed Concerns related to compensation and K9D2T1 Development and & Land resettlement. Complainant received Resilience Project additional compensation. Annex III: FY21 Complaints Register •  Grievance Redress Service - Annual Report FY21 56 Case Date Project Project  Project Global Practice Complaint Case Type Case Status Issues Raised Number Received Country Name Number Source* FY21- 6/25/2021 Vietnam Local Road Asset P155086 Transport Task Team E&S Issues Solution Phase Allegations of damage to personal GRS-1052 Management Program property due to Project-related construction activities. CAS-01062- 10/5/2020 West Bank Electricity Sector P148600 Energy & Direct E&S Issues Closed Allegations of non-payment of C9Y0B9 and Gaza Performance Extractives Complaint consultancy fees. Complaint was resolved Improvement Project to the complainant’s satisfaction. CAS-01180- 3/22/2021 Yemen, Rep. Not Related to N/A N/A INT Not Related to Inadmissible Concerns related to the negative B0C2H4 a World Bank- World Bank Group environmental impact of Project Supported Project operations. Complaint related to an investment financed by IFC and was referred to the IFC Stakeholder Grievance Response Team. FY21- 6/21/2021 Yemen, Rep. Integrated Urban P164190 Urban, Resilience Task Team Procurement Inadmissible Allegations of wrongful termination by GRS-1044 Services Emergency & Land the Project Implementing Unit. Complaint Project was referred to Procurement. CAS-01063- 10/7/2020 Zambia Irrigation P102459 Agriculture Task Team E&S Issues Closed Concerns related to lack of compensation J5Z6S3 Development and & Food for economic loss resulting from the Support Project Project’s acquisition of the complainant’s farm. Complaint was resolved to the complainant’s satisfaction. CAS-01171- 3/10/2021 Zambia Agribusiness and P156492 Finance, Task Team Other Operations Closed Allegations of non-payment of H9D8L1 Trade Project Competitiveness Matters salaries to consultants hired by the & Innovation Project. Complaint was resolved to the complainants’ satisfaction. * INT refers to the World Bank Integrity Vice-Presidency. Task Team refers to the World Bank task team. Annex III: FY21 Complaints Register •  Grievance Redress Service | Annual Report FY21 57