Republic of Moldova: Second District Heating Efficiency Improvement Project Stakeholder Engagement Plan (SEP) March 2020 (draft) 1 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Table of contents I. Introduction ......................................................................................................................................... 1 1.1. Project Background ...................................................................................................................... 1 1.2. Project Overview .......................................................................................................................... 2 1.3. Project Location............................................................................................................................ 3 1.4. Anticipated Project Impacts .......................................................................................................... 3 1.5. Purpose and objectives of SEP ..................................................................................................... 3 II. Regulation and Requirements............................................................................................................ 4 2.1. Legislation in Republic of Moldova .............................................................................................. 4 2.2. World Bank Environmental and Social Standard on Stakeholder Engagement ........................... 6 III. Brief Summary of Previous Stakeholder Engagement Activities ................................................... 7 3.1. Key Meetings/Consultations with Stakeholders During Project Preparation .............................. 7 IV. Stakeholder Identification and Analysis ........................................................................................... 8 4.1. Affected Communities/Parties/Persons ......................................................................................... 8 4.2. Other Interested Parties/Persons ................................................................................................ 10 4.3. Disadvantaged/Vulnerable Individuals or Groups ..................................................................... 11 4.4. Summary of Stakeholder Interest in and Influence over the Project........................................... 12 V. Stakeholder Engagement Program ................................................................................................. 13 5.1. Planned Stakeholder Engagement Activities .............................................................................. 13 5.2. Timeline for Provision of Comments and Feedback ................................................................... 22 5.3. Proposed Strategy for Information Disclosure ........................................................................... 22 5.4. Future Phases of Project............................................................................................................. 24 VI. Resources and Responsibilities for Implementing Stakeholder Engagement Activities ............ 24 6.1. Implementation Arrangements .................................................................................................... 24 6.2. Roles and Responsibilities .......................................................................................................... 24 6.3. Estimated Budget ........................................................................................................................ 26 VII. Grievance Redress Mechanism ........................................................................................................ 26 7.1. Internal Grievance Redress Mechanism ..................................................................................... 27 7.2. External Grievance Redress Mechanism .................................................................................... 27 7.3. Grievance Records and Documentation ..................................................................................... 28 7.4. Grievance Closure ...................................................................................................................... 28 7.5. Communication on the GRM....................................................................................................... 29 VIII. Monitoring and Reporting .............................................................................................................. 29 8.1. Quarterly Reports ....................................................................................................................... 29 i Stakeholder Engagement Plan Second District Heating Energy Improvement Project 8.2. Annual Reports............................................................................................................................ 29 IX. References .......................................................................................................................................... 29 X. Annexes .............................................................................................................................................. 30 ANNEX 1 – Grievance Registration Form.......................................................................................... 30 ANNEX 2 – List of Buildings and Private Lands Located in the Construction Area of Component 131 ANNEX 3 – List of Beneficiary Residential and Public Buildings of Investments Under Component 2 .................................................................................................................................................... 32 Tables Table 1: Key meetings/consultations with stakeholders during Project preparation .............................. 7 Table 2: Interest in the Project of affected parties (PAPs/DAPs) ........................................................... 9 Table 3: Interest in the Project of Key National and Regional Government Authorities ..................... 10 Table 4: Analysis and prioritization of stakeholder groups based on level of interest in and influence over the component 1 and 2 of the Project.................................................................................................... 12 Table 5: Overview of planned communication and engagement activities of Project Affected Parties 15 Table 6: Overview of planned communication and engagement activities for other interested parties 19 Table 7: Information Disclosure Strategy ............................................................................................. 23 Table 8: Responsibilities of key actors/stakeholders in SEP Implementation ...................................... 25 Table 9: Information methods of Grievance Redress Mechanism ........................................................ 26 ii Stakeholder Engagement Plan Second District Heating Energy Improvement Project Acronyms and abbreviations CHP Combined Heat and Power Plant C-ESMP Contractor’s Environmental and Social Management Plan C-LMP Contractor’s Labour Management Plan DAPs Directly Affected Parties DHS District Heating System DHEIP District Heating Efficiency Improvement Project DHEIP-2 Second District Heating Efficiency Improvement Project DHW Domestic Hot Water ESIA Environmental and Social Impact Assessment ESMF Environmental and Social Management Framework ESF Environmental and Social Framework ESMP Environmental and Social Management Plan ESS Environmental and Social Standard GoM Government of Moldova GBV Gender Based Violence GRM Grievance Redress Mechanism HOB Heat Only Boiler IAPs Indirectly Affected Parties IFI International Financial Institution IHS Individual Heating Substation MEPIU Moldova Energy Projects Implementation Unit MoEI Ministry of Economy and Infrastructure NGO Non-governmental organization OP Operational Policy PAP Project Affected Parties / Persons PPA Public Property Agency SEP Stakeholder Engagement Plan TE „Termoelectrica” S.A. WB World Bank iii Stakeholder Engagement Plan Second District Heating Energy Improvement Project I. Introduction The purpose of this Stakeholder Engagement Plan (SEP) is to provide a basis for a constructive relationship between „Termoelectrica” S.A. as Beneficiary of the proposed Second District Heating Efficiency Improvement Project), the Project Implementation entities and the affected stakeholders over time. The SEP will cover the whole life of the Project, including pre-construction, construction and operation. The SEP also stipulates for stakeholders how their concerns are to be considered in the different phases of the Project. 1.1. Project Background • Improving energy efficiency and ensuring energy supply security are critical factors in enhancing Moldova’s economic competitiveness and key elements in fighting poverty according to the National Development Strategy. Inefficient energy use in Moldova is leading to higher energy costs for industries and residents, with a negative impact on growth and competitiveness. Despite the fact that energy intensity was almost halved since 1990 due to the decline of industry, Moldova remains one of the most energy intensive economies in the region. In addition, the high energy costs affect the available disposable income for Moldovan households. The median household devotes a fifth of its expenditures to energy services and products, mostly to stay warm. This share is higher for poorer households: the poorest quintile of Moldovan households spends over 20% of their income on energy on an annual basis. Hence, improving energy efficiency is beneficial both for improving the economic competitiveness of the country and poverty alleviation. • The district heating (DH) is the dominant form of residential space heating (SH) in Chisinau, Moldova where circa 500 000 persons rely on it for their well-being. Besides, the DH system supplies heat to public buildings and to a number of private entities. The heat from the DH system is used both for space heating in buildings and for producing domestic hot water. „Termoelectrica” S.A. (TE) is the main heat energy supply agency. • Since 2009 with the assistance from the World Bank (WB) Moldova has embarked on a comprehensive institutional, corporate and financial restructuring of the DH sector in Chisinau. In 2014 the Bank approved District Heating Efficiency Improvement Project (DHEIP) (P132443) in the amount of US$ 40.5 million with the objective of contributing to improved operational efficiency and financial viability of the new district heating company and improving quality and reliability of heating services delivered to the population in Chisinau. The project has been successfully implemented to date, supporting priority investments aimed at optimizing and modernizing the heat distribution network, such as reconstruction of several major pumping stations, replacement of selected segments of DH pipes and switching from Central Heating Substations (CHS) to Individual Heating Substations (IHSs) for better and more efficient supply of heat and hot water to end-used consumers. • The ongoing DHEIP revealed a significant need in investments on the supply side infrastructure, which is approaching the end of its operational life and may pose a threat to uninterrupted heat supply in Chisinau. In 2018 the World Bank launched a study on the optimization of Chisinau DH system and fuel supply options. The objective of the study was to help Termoelectrica and the GoM to identify the optimal energy model for short- to longer- term development of Chisinau DH, and a supporting investment plan, to further improve TE’s operational efficiency and financial viability. The Government of Moldova approached the World Bank with a request to support further investments through the proposed Second District Heating Efficiency Improvement Project. 1 Stakeholder Engagement Plan Second District Heating Energy Improvement Project 1.2. Project Overview Project Development Objective: The Development Objective of the Project is to increase the efficiency and reliability of heat and power production and distribution of the Chisinau District Heating system. Project Components and activities The Project will finance the following activities grouped into three components. Component 1. Optimization of Heat and Electricity Generation This component will finance modernization of CHP Source-1 and installation of gas engines, including electrical connections, installation of a new Management Information System and Hydraulic Management System to increase and optimize the efficiency of heat and electricity production by Termoelectrica, and technical supervision for sub-component 1.2. The Component will consist of five subcomponents: 1.1. Modernization of Generation at CHP Source financing: (i) Reconstruction of Unit 2, which will include reconstruction of steam turbine high-pressure equipment to extend its operational lifetime, retrofit of low-pressure equipment to increase electricity production capacity, power generator diagnosis, retrofit and modernization of vibration control module, replacement of turbine supporting equipment, replacement of heat boiler burners and other equipment to increase boiler’s efficiency, and installation of automated control module for capacity regulation and burning and (ii) major overhaul of turbine and replacement of boiler heat surface at Unit 3, which will include major overhaul of steam turbine high-pressure equipment to extend its operational lifetime, and replacement of steam boiler’ economizer. 1.2. Increasing Efficient Cogeneration. This sub-component will finance the installation of (i) efficient cogeneration modular units (gas engines) at HOB West and CHP Source-3 [a new dedicated facility within the area of Source-3]; and (ii) installation of power transformers and power facility/switch gear ID-110 kV. This will include construction of new light facilities (sandwich panels) to accommodate gas engines and their installation, installation of power transformers and switch gears for connection to urban grid at HOB-West and installation of switch gears at Source-3. The final heat and power generation capacity and number of GE units will be determined at a later stage of the Project preparation [after international competitive bidding]. 1.3. Development and installation of a modern comprehensive Management Information System (Business and Operational Planning Management System) for Termoelectrica to improve its operational planning and control capabilities. 1.4. Development and installation of a modern interactive Hydraulic Management System (US$0.3 million). 1.5. Technical Supervision for sub-component 1.2. Component 2. Pilot Energy Efficiency Investments This component will finance pilot energy efficiency investments by TE in the public and residential buildings that benefitted from installation of IHSs under the DHEIP and TE’s own investments such as replacement of in-house heating distribution pipes, installation of new piping for DHW in the buildings which currently don’t have the service (only about 50% of DH consumers have both heating and DHW provided by TE via DH system), and pilot investments in switching from vertical to horizontal internal distribution. Such investments would maximize the energy efficiency outcomes of DHEIP investments. 2 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Component 3. Project Management and Technical Assistance This component will consist of two subcomponents: consultancy support for Project implementation and supervision, including fiduciary, safeguards, and Project monitoring and reporting through the existing Moldovan Energy Project Implementation Unit (MEPIU), as well as entities’ and Project’s audits. 1.3. Project Location Project area covers Chisinau which is the capital and largest city of the Republic of Moldova. It is also the main industrial and commercial center, located in the middle of the country, on the river Bac, a tributary of Dniester river. The city population is of 532,513, while the population of the Municipality of Chișinău (which includes the city itself and other nearby communities) is about 662,836. The city lies in central Moldova and is surrounded by a relatively hilly landscape with very fertile soils. The geology of the city is composed by limestone, sand and clay layers, with a series of hydrogeological horizons, which make it favorable for various geological processes such as landslides and ravine erosion. The city has many green spaces, including several relatively large parks, - the biggest one is in the Botanica district, along the three lakes. 1.4. Anticipated Project Impacts Optimization of heat and electricity production and implementation of energy efficiency measures will have a positive impact on consumers by providing more reliable district heating services and increasing the efficiency of the district heating sector. The Project will have a direct positive impact on 187 residential and public buildings through improved thermal energy supply services and by minimizing health impact caused by inefficient and dirty heating devices, indoor and outdoor air pollution. The Project will benefit women, who work or stay at home more often than men, children and other people who use facilities including kindergartens, schools and other educational and medical institutions. The Project, also, will have positive long-term effects on the financial viability of the company, which will subsequently improve its employees’ health and working capacity, through safer working conditions, appropriate training to increase productivity and improve their skills. Both for component 1 and for component 2 there are no sensible areas and natural objects on the selected Project site, nor in its vicinity (natural vegetation or water courses, or protected areas). It is anticipated that the highest impact on the vicinity residential buildings and businesses in the area of sites for component 1 such as noise, traffic disturbance, dust etc., will be in the construction period. To anticipate and mitigate these impacts it is important to raise awareness of the local population (with the focus on directly affected residential buildings and on vicinity houses and businesses) about site safety and proper traffic behaviour, on road safety etc. Even if the noise level is expected to increase significantly during the works, both for component 1 and component 2, the potential impact will be short-lived. 1.5. Purpose and objectives of SEP The purpose of the SEP is to provide a basis for a constructive relationship between „Termoelectrica” S.A. (as Beneficiary of the Project)/Project Implementation entities and the affected stakeholders over time. The SEP will cover the whole life of the Project, including pre- construction, construction and operation. The SEP also stipulates for stakeholders how their concerns are to be considered in the different phases of the Project. 3 Stakeholder Engagement Plan Second District Heating Energy Improvement Project The Key Objectives of the SEP can be summarised as follows: • Provide guidance for stakeholder engagement such that it meets the WB’s ESS 10 of ESF; • Identify key stakeholders that are benefitted, affected, and/or able to influence the Project and its activities; • Identify the most effective methods, timing and structures through which to share Project information, and to ensure regular, accessible, transparent and appropriate consultation; • Develop a stakeholder engagement process that provides stakeholders with an opportunity to influence Project implementation; • Establish a formal grievance redress/resolution mechanism; • Define roles, responsibilities and resources for the implementation of the SEP; • Define reporting and monitoring measures to ensure the effectiveness of the SEP and its periodical reviews based on findings. II. Regulation and Requirements 2.1. Legislation in Republic of Moldova The legal context of DHEIP-2, in terms of public consultation and information disclosure, is governed, directly or indirectly, by the following national laws and documents: • Republic of Moldova Constitution / 1994 - Republished. Amended and completed, in 2016 Article 32. Freedom of Opinion and Expression 1. Every citizen shall be guaranteed the freedom of thought and opinion, as well as the freedom of expression in public by means of word, image or any other means possible. 2. The freedom of expression may not harm the honor, dignity or the rights of other people to have and express their own opinions or judgments. Article 34. Right of Access to Information 1. The right of a person to have access to any kind of information of public interest shall not be curtailed. 2. Public authorities, according to their as-signed competence, shall be committed to ensure that citizens are correctly informed. 3. The right of access to information shall not prejudice neither the measures taken to protect the citizens or the national security. 4. The State and private public media shall be bound to provide the correct information of the public opinion. 5. The public media shall not be subject to censorship. • Law no.982 / 2000 on Access to Information, as amended in 2003-2011-2015 The present law regulates: a) the interaction between the providers of information and individuals and/or legal entities during the exercise of their constitutional right to access information. b) the principles, conditions, ways and order of accessing official information held by the providers of the information; c) the rights of applicants for obtaining the information; 4 Stakeholder Engagement Plan Second District Heating Energy Improvement Project d) the obligations of information providers to ensure access to official information; e) methods of safeguarding the right to information. • Law no.86 / 2014 on Environmental Impact Assessment This Law sets the basis for the functioning of the mechanism of environmental impact assessment of some public and private projects or some projected economic activities with a view of prevention or reduction the negative environmental impact and protection of public health at the initial stages of project performance. EIA shall be performed in accordance with the following principles: (a) preventive actions; (b) reliability and completeness of information. Public consultations for the projects which require a full EIA are compulsory at the initial stage of the project before preparing the EIA (at the scoping stage) and at a later stage, when the Statement on EIA is disclosed to the public prior to reviewing the final (updated) documentation by the state environmental authority. 1 • Law no.64 / 2010 on Freedom of Expression, as amended in 2012-2013-2015 This law guarantees right to freedom of expression and regulates the balance between right to freedom of expression and defense of private and family life. • Law no.239 / 2008 on Transparency in Decision Making The law refers to the transparency of information linked with the decision-making process and to the consultation of stakeholders when drafting decisions. The consultation during the decision-making process aims at collecting, providing and exchanging information. The consultation with and involvement of citizens, civil society, and business environment in certain major issues guarantees a higher value of documents drafted and approved by the authorities and their support at the implementation stage. According to this law, for the purpose of ensuring transparency in decision-making, the public authorities must go through the following stages: a) informing the public that the drafting of the decision has started; b) providing the draft decision with accompanying materials to the stakeholders; c) consulting the citizens, organizations and other stakeholders; d) examining the recommendations of citizens, organizations created pursuant to the law, and other stakeholders when drafting decisions; e) informing the public regarding the decisions adopted. • Law No. 190-XIII 190 / 1994 No. about submission of petitions (as amended on 31-07-2015) This law establishes procedure for consideration of petitions of the RM citizens addressed to the relevant authorities/bodies (further - "bodies") for the purpose of ensuring protection of petitioners’ rights and legitimate interests. In this law the petition is understood as any the statement, claim, t suggestion, appeal submitted to competent authorities, including a preliminary application challenging an administrative act or a failure to consider an application within the statutory deadline. The Petitioner/Applicant who is not satisfied with the answer received on the preliminary application or did not obtain an answer within the statutory deadline has the right to appeal to the competent administrative court. 1 For projects not listed in the Law, public consultation is not compulsory, thus the procedure is not consistent with World Bank requirements for Category B projects. In such cases the ESMF requires to follow WB rules and for all category B projects necessary EA disclosure and public consultations. 5 Stakeholder Engagement Plan Second District Heating Energy Improvement Project The Petition is addressed in written or electronic form in the state or other language according to the Law on functioning of languages on the territory of the Republic of Moldova. 2.2. World Bank Environmental and Social Standard on Stakeholder Engagement The WB’s safeguard policies have been replaced in 2018 with the Environmental and Social Framework (ESF). Within the ESF, ten Environmental and Social Standards set out responsibilities for Borrowers. The Standards are designed to help Borrowers manage Project risks and impacts, as well as improve environmental and social performance, consistent with good international practice and national and international obligations. For a general overview of the ESF framework and all the standards in several languages, including English, French and Russian, please visit: https://www.worldbank.org/en/projects-operations/environmental-and-social-framework The Environmental and Social Standard on Stakeholder Engagement and Information Disclosure (ESS 10) defines the requirements for stakeholder engagement and which guide the development of this SEP are the following: • Establish a systematic approach to stakeholder engagement that helps Borrowers identify stakeholders and maintain a constructive relationship with them; • Assess stakeholder interest and support for the Project and enable stakeholders’ views to be considered in Project design; • Promote and provide means for effective and inclusive engagement with Project-affected parties throughout the Project life-cycle; and • Ensure that appropriate Project information is disclosed to stakeholders in a timely, understandable, accessible and appropriate manner. Other standards that are applicable to this project include, but are not limited to: ESS 1 Assessment and Management of Environmental and Social Risks and Impacts sets out the Borrower’s responsibilities for assessing, managing and monitoring environmental and social risks and impacts associated with each stage of a Project supported by the Bank. ESS 2 Labor and Working Conditions enhance the development benefits of a Project by treating workers in the Project fairly and providing safe and healthy working conditions. Some of the objectives of this standard are: • To promote safety and health at work. • To promote the fair treatment, non-discrimination, and equal opportunity of Project workers. • To protect Project workers, including vulnerable workers such as women, persons with disabilities, children (of working age, in accordance with this ESS) and migrant workers, contracted workers, community workers, and primary supply workers, as appropriate. • To prevent the use of all forms of forced labor and child labor. • To support the principles of freedom of association and collective bargaining of Project workers in a manner consistent with national law. • To provide Project workers with accessible means to raise workplace concerns ESS 4: Community Health and Safety addresses the health, safety, and security risks and impacts on Project-affected communities and to avoid or minimize such risks and impacts, with particular attention to people who, because of their particular circumstances, may be vulnerable. 6 Stakeholder Engagement Plan Second District Heating Energy Improvement Project III. Brief Summary of Previous Stakeholder Engagement Activities The specific nature of the Project required a broad engagement with various Project stakeholders and has been ongoing since 2018. Thus, the specific stakeholder engagement activities that have taken place during Project preparation include: • Meetings between WB and GoM; • Joint meetings and workshops with WB, MEI, TE and MEPIU; and • Sites visits to collect primary data. 3.1. Key Meetings/Consultations with Stakeholders During Project Preparation In the course of developing the architecture of the Project, some preliminary stakeholder engagement activities have already been initiated with potential beneficiary of the Project (TE), government agencies and international donor organizations (WB). The meetings served to better understand the nature of existing DH system support programs, identify sector needs and gaps. An overview of consultations/meetings is presented in Table below. The feedback and comments generated during these discussions have informed the design of the proposed operation and were summarized in the minutes to these events which can be attached as annexes to the SEP. Table 1: Key Meetings/Consultations with Stakeholders During Project Preparation Engagement Timing Participants Areas of discussion methods Meeting 2018 WB representatives - Possibility to conduct a study on the optimization of Chisinau DH GoM representatives system and fuel supply options with funding support by Sweden through WB’s ESMAP program, together with the World Bank’s Energy & Extractives Global Practice. Consultation January WB representatives - Launch the Optimization of meeting 2019 Chisinau District Heating System TE representatives Options Study. MEPIU representatives - Study’s timeline per component; - „Termoelectrica” S.A. investment plans; - Chisinau District Heating Sector Regulation; and - Other aspects. Site visits February WB representatives - Collect the primary data needed to 2019 develop the energy model of the DH TE representatives system. MEPIU representatives Workshop October Representatives of MoEI, - Findings of the Optimization of 11, 2019 Termoelectrica” S.A., other Chisinau District Heating System Moldovan stakeholders Study WB representantives - Next steps in Project implementation. 7 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Engagement Timing Participants Areas of discussion methods International December About 100 participants: - The Project’s objectives and Conference 12, 2019 energy specialists, components. representatives of central and local public administration, energy operators, both from the Republic of Moldova and from abroad, as well as academic and civil society. IV. Stakeholder Identification and Analysis To ensure meaningful and effective consultations, an essential element of the stakeholder engagement process is the careful identification of potential stakeholders and examination of their concerns, expectations and preferences. According to ESS 10 the Project’s stakeholders are classified into three main groups: affected parties, other parties and vulnerable groups. 4.1. Affected Communities/Parties/Persons Affected persons, groups and other entities within the Project Area that are directly or indirect influenced (actually or potentially, positively or adversely) by the Project. The affected parties under the project are: • Component 1: The employees from the subdivisions affected by the modernization works – workers at CHP 2 (Source 1), CHP 1 (in future Source 3) and HOB West and the management team. Also, the inhabitants of the residential buildings and businesses in close proximity to the construction planned site, including local roads, are included in this group as they will be direclty affected by the rehabilitation works. (See in the Annex section the list of building and private lands located in the construction area) • Component 2: Consumers of district heating services from: 140 residential buildings and public institutions subject of installation of IHS, 40 buildings subject of reconstruction of internal heating distribution system, 7 residential buildings subject of thermal rehabilitation and managers of buildings/representatives of the buildings’ management institutions. The table below presents the project affected parties and their interests at various project phases: 8 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Table 2: Project-Affected Parties and Their Interest Stakeholder Group/Persons: Interest in Project or How Potentially Affected by Project: Project Affected Parties (PAPs) Construction Phase Operation Phase Component 1 The staff/employees from the subdivisions - modernization works could lead to potential personnel - the new implemented technologies will require affected by the modernization works changes, such as: transfer to other units, transfer to additional knowledge and skills from the other positions or even dismissals personnel involved in the maintenance and - potential impact on employee morale and productivity operation of the new equipment - noise and dust - compliance with the new or updated labor safety standards The residential buildings and businesses to close - Possible temporary restricted access to local road for - not identified at this stage proximity to the construction planned site cars and pedestrian - Disturbance of local traffic, noise, dust generation. Component 2 the consumers of 140 residential buildings and - noise and dust - beneficiaries from modernized and efficient public institutions heating and DHW preparation systems - lower costs of heating and hot water services consumers from 40 buildings, where the internal - noise and dust - heating regulation at apartment level heat and DHW distribution systems are - lower costs of heating and hot water services reconstructed consumers from 7 residential buildings - noise and dust - better-quality services - decrease of thermal energy losses at block and apartment level - lower costs of heating services Managers of buildings/representatives of the - noise and dust - represent the interests of the tenants of the buildings’ management institutions residential buildings that will benefit from investments - they are a middle link in the communication between TE and the tenants - decrease of the number of complaints by the tenants regarding the services of heating and supply of hot water 9 Stakeholder Engagement Plan Second District Heating Energy Improvement Project 4.2. Other Interested Parties/Persons Other interested parties are individuals/groups/entities that may not experience direct impacts from the Project but who consider or perceive their interests as being affected by the Project and/or who could affect the Project and the process of its implementation in some way. The following table presents the list of other interested parties that have been identified to date. The list may be supplemented with additional organizations as project preparation and implementation evolves: Table 3: Other Interested Parties and Their Interest/Influence Authority Interest in/Influence on the Project National Ministry of Economy and - Daily Project implementation, including monitoring of ESMPs, Infrastructure SEP, LPM and GRM implementation. - Moldova Energy Projects Implementation Unit - „Termoelectrica” S.A. Ministry of Agriculture, - Environmental management, prevention of pollution, issue Regional Development and permits, ESIA, biodiversity. Environment Ministry of Health, Labor - Local employment and labor conditions, vulnerable people. and Social Protection Ministry of Finance - Approval of payments and financing. - Monitoring of management of flow of funds. Public Property Agency - Through the Company’s Administration Board and General (PPA) - the main Assembly authorizes the high value transactions, shareholder of - Establishes the priority directions of the company's activity „Termoelectrica” S.A. including regarding the implementation of major investment projects; - Decides on the distribution of the annual net profit, thus influencing the financing of investment projects and accumulation of capital reserves for credit / depts repayments - Through company’s administrative bodies approves corporate operational regulations / procedure including on fields of environmental and labor protection, public transparency and information disclosure etc. National Agency for - Supervises the activity of the energy sectors and the way the Energy Regulations energy sector enterprises comply with the normative acts (ANRE) - Promotes an appropriate tariff policy that is consistent with the market economy principles so as to ensure the protection of the end-user rights and the profitability of energy companies; - Approves the tariffs calculated according to ANRE approved methodologies, thus influencing the financial and economic stability of the company, the ability to cope with creditors’ payments. 10 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Authority Interest in/Influence on the Project Local level Chisinau Mayoralty and - Elaborates and implements policies in the field of urbanism, municipal Sectors planning of municipal territory, Headquarters - interested in organizing and developing qualitative, safe and environmentally friendly public services, - interested in public services at affordable prices for the municipal population, especially for vulnerable groups, - interested in reducing social tension due to non-qualitative public services. Non-Governmental Academy of Environmental - are involved in the research, academia in the fields that are Governance of Moldova affected by the project activities; National Environmental - serve as alternative sources of knowledge in the areas/domain Center served by the project. National Agency for Energy Conservation National Institute of Ecology International International Financial - interested in reaching the development impact of the projects they Institutions fund Contractors Consultants and - interested in the project activities and timely implementation if Contractors selected 4.3. Disadvantaged/Vulnerable Individuals or Groups Disadvantaged and vulnerable groups are persons who may be disproportionately impacted or further disadvantaged by the Project as compared with any other groups due to their vulnerable status, and that may require special engagement efforts to ensure their equal representation in the consultation and decision-making process associated with the Project. The project does not specifically target vulnerable groups and households. The investments are going to benefit all the residents of the residential units covered by the project. However, it is expected that the vulnerable households will benefit more from the rehabilitated infrastructure and improved efficiency which is expected to decrease the share of the vulnerable household income spent on heating. That said, the Project recognizes that vulnerable people require special consideration, as they might be unable to participate, to the full extent, in the consultation activities, and may also be disproportionately affected by some impacts. The implementation entities will closely monitor the consultation process to ensure access and awareness of the project benefits to the following vulnerable categories: • Retirees and elderly of the affected enterprise’s subdivisions, employees in the 55+ age group, employees with disabilities and those affected by other vulnerabilities as soon as they are identified; 11 Stakeholder Engagement Plan Second District Heating Energy Improvement Project • People with illness or disability and households with disabled members and those with illnesses; • Elderly and infirm; • Minority ethnic groups and religious groups; and • Poor households who are recipients of social benefits/heating benefits. 4.4. Summary of Stakeholder Interest in and Influence over the Project When deciding the frequency and the appropriate engagement technique used to consult a particular stakeholder group, two criteria must be considered: • The extent of influence of the stakeholder group on the Project; and • The extent of interest in Project implementation. The table below summarizes the potential roles, interests and influence for each of the above- mentioned stakeholder groups. Table 4: Analysis and Prioritization of Stakeholder Groups Based on Level of Interest in and Influence over the Component 1 and 2 of the Project Categories of Stakeholders Role Level of Analysis (H=High, M=Medium, L=Low) Interest Influence Affected parties Project Affected Parties/Persons Beneficiaries of investments H M (PAPs)/ Directly Affected Parties Indirectly Affected Parties (IAPs) Information M H Vulnerable groups Beneficiaries of investments H L Interested parties Ministry of Economy and Lead in implementation Infrastructure − Moldova Energy Projects H H Implementation Unit − „Termoelectrica” S.A. Other national Authorities Regulation, approvals, M H implementation Municipality authorities Engagement/ Distribution of information related to the Project. M M Representing interests of locals. Mass media and NGOs Communication/public information M M Financial institution/donors Funding, technical assistance H H Consultants and Contractors Collaboration, implementation H M 12 Stakeholder Engagement Plan Second District Heating Energy Improvement Project V. Stakeholder Engagement Program 5.1. Planned Stakeholder Engagement Activities The future stakeholder engagement programme phases are outlined below: • Preparation & Pre-construction. This phase will begin prior to Project effectiveness and to the launch of individual activities; • Construction; and • Operation. This SEP covers the proposed engagement activities for these phases according to the anticipated needs of stakeholders. The main engagement tools and methods will be: ▪ Public consultation/group meetings - the disclosure of information should support consultation. Consultation is a two-way process of dialogue between the Project implementation team and Project stakeholders. At the stage of SEP preparation, the potential beneficiaries of investments included in the Component 2 of the Project are not yet clearly identified. Consequently, in preparation phase of the Project and pre-construction the implementation entities will consult a pilot group of about 15-20 managers of potential beneficiary buildings. Thereby, these managers will take over the role of Project ambassadors in the information process. The other beneficiaries will be consulted as soon as they are identified over the period of one year. Also, additional consultations will be held at the request of the beneficiaries or when the implementing entities will consider necessary to use this information and feedback tool during implementation period. The results of such consultations will be documented and posted on MEPIU’s website. ▪ Leaflets –leaflets with information that might present more interest for affected parties, such as the benefits of proposed investments, will be developed and distributed in the meetings/ public consultations, will be placed on information boards at Source 1, Source 2, HOB West and residential/public buildings that will benefits by investments, and will be published on the websites of MEPIU and TE. ▪ Information boards - establish Information Boards in each Project area/building. On these information boards will be placed the information related to the Project, relevant for every phase of Project implementation. ▪ Individual meetings –individual meetings will be held with the affected people at their request, also with people from vulnerable groups (if such cases are identified) in order to find and implement solutions to some specific situations or issues. ▪ MEPIU and TE websites – the web sites of the implementing agencies will be the main information tools during Project implementation. Short descriptions will be developed in an accessible and proper language for websites on benefits of planed investments, mitigation measures during construction phase etc. ▪ Letters – the letters will be an instrument used in order to facilitate the Project implementation process through good collaboration between the implementing entities and other stakeholders. ▪ Reports – the reports will be used to monitor the Project implementation and to keep informed the main stakeholders of the Project. ▪ E-mails – to facilitate communication between implementing entities. 13 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Below is a plan for engaging relevant stakeholders throughout the Project cycle. The Plan presents an action plan for specific activities, as well as engagement and communication activities, and the mains topics for every engagement activity. It is important to keep in mind that the situation is dynamic and that some stakeholders and their interests might change over time. In order to keep the Project stakeholders informed about Project progress and implementation challenges throughout the Project cycle. The tables below present a proposed stakeholder engagement programme covering all aspects of Project implementation, including compliance with both the national and World Bank environmental and social requirements. 14 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Table 5: Overview of planned communication and engagement activities of Project Affected Parties Stakeholder group Engagement methods Frequency/location Topics Responsible stakeholders Preparation & pre - Construction Operation construction Component 1 PAPs/DAPs Public at least twice per year General planned Project GRM GRM TE/MEPIU (including vulnerable consultation/group implementation process Benefits of the Other information as groups) meetings Environmental and Project requested social impacts mitigation Labour Management measures procedures Information boards at Permanently Planned engagement Mitigation measures TE’s subdivisions activities and timing/ Other information as MEPIU and TE websites Permanently SEP implementation requested Information boards on Permanently Labour management construction sites procedures Internal GRM and GRM for communities Benefits of the Project Other information as requested Component 2 Managers of Public In the Project preparation General planned Project - - TE/MEPIU buildings - pilot consultation/group stage implementation process group meetings Environmental and social impacts mitigation measures Planned engagement activities and timing/ SEP implementation Labour management procedures GRM Benefits of the Project Other information as 15 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Stakeholder group Engagement methods Frequency/location Topics Responsible stakeholders Preparation & pre - Construction Operation construction requested Managers of all Public 2 meetings - at the General planned On request or if TE/ beneficiaries’ consultation/group beginning and the end of Project MEPIU and TE will MEPIU/ buildings Meetings the construction works.2 implementation identify the need for Contractors Additional meetings, if process additional meetings MEPIU and TE will Environmental and identify the need for social impacts additional meetings mitigation measures Planned engagement activities and timing/ SEP implementation Labour management procedures GRM Benefits of the Project Other information as requested Leaflets ▪ Distribution in group GRM GRM Project results TE or individual Benefits of the Project Benefits of the meetings/public Project consultation ▪ Placing on information boards MEPIU and TE websites Permanently General planned Project implementation process Project results TE/MEPIU Environmental and social impacts mitigation measures Planned engagement activities and timing/ SEP implementation 2 Based on the previous experience, the construction phase will last about 6 months. 16 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Stakeholder group Engagement methods Frequency/location Topics Responsible stakeholders Preparation & pre - Construction Operation construction GRM Benefits of the Project Other information as requested TE’s call center During operation stage - - GRM TE Viber Other information as requested PAPs/DAPs Public 2 meetings - at the General planned Project General planned - TE/MEPIU/ (people from consultation/group beginning and the end of implementation process Project Contractor beneficiary public meetings the construction works.3 Project benefits4 implementation and residential Additional meetings, if process buildings, including MEPIU and TE will Planned information vulnerable groups) identify the need for and engagement additional meetings activities and timing (SEP implementation) Environmental and social impacts mitigation measures (ESMPs including GBV) GRM Benefits of the Project Other information as requested Leaflets Distribution in group or Project benefits GRM Project results TE individual Project benefits 3 Based on the previous experience, the construction phase will be about 6 months. 4 In the preparation/pre-construction stage the formal consultation process with the potential beneficiaries will be carried out in order to obtain their agreement on the implementation of the project's component. Partnership agreements will be signed before construction begins. 17 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Stakeholder group Engagement methods Frequency/location Topics Responsible stakeholders Preparation & pre - Construction Operation construction meetings/public consultation Placing on information boards MEPIU and TE websites, Permanently Planned information and engagement activities Project results TE/MEPIU Social media and timing Environmental and social impacts mitigation measures GRM Benefits of the Project TE’s call center During operation period - - GRM TE Viber Other information as requested IAPs Workshop If necessary General planned Project Monitorization of Information on TE/ Public consultation Twice a year implementation process Project request MEPIU/ Planned information and implementation Contractor MEPIU and TE websites Permanently engagement activities process Social media and timing (SEP Stakeholders Letters When necessary implementation)- engagement, Environmental and including vulnerable social impacts mitigation group measures ESMPs GRM implementation Benefits of the Project GRM implementation Other information as Benefits of the requested Project Other information as requested 18 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Table 6: Overview of planned communication and engagement activities for other interested parties Stakeholder group Engagement methods Frequency/location Topics Responsible stakeholders Preparation & pre - Construction Operation construction MEI Meetings weekly Design of stakeholders’ Construction GRM TE/MEPIU - MEPIU engagement process monitorization Other information as - TE Selection of Consultant Implementation of requested and Contractors ESMPs, SEP, LMP Project design and other safeguards Set-up GRM requirements Reports weekly Other information GRM Letters and E-mail When necessary Other information as requested Other national Letters Before construction works Information necessary It will be determined Information on MEI/MEPIU/TE Authorities Meetings begins for obtaining request approvals, permits and/or for coordination of the documents, according to national laws Other information as is requested 19 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Stakeholder group Engagement methods Frequency/location Topics Responsible stakeholders Preparation & pre - Construction Operation construction Municipality Letters At least twice a year Pre-construction Construction work Information on MoEI/MEPIU/ authorities Meetings Planning monitorization request TE Public consultations Project design Implementation of E-mails Presentation of ESF, ESMPs, SEP, MEPIU and TE websites safeguards documents, LMP and other with emphasis on the safeguards role of the municipal requirements; authorities in the GRM implementation of the Other information as Project and in requested particular in the application of the impacts’ mitigation measures on the community Mass media, NGOs Letters At least twice a year Benefits of the Project Start of construction Information on MoEI/MEPIU/TE and Farmers Press-releases Invitation to public works request associations Meetings consultation Information on Public consultations Other information if request MEPIU and TE websites requested Leaflets Distribution in group or Project benefits GRM Project results TE individual meetings/public Project benefits consultation Placing on information boards MEPIU and TE websites, Permanently Planned information and engagement activities Project results TE/MEPIU Social media and timing Environmental and social impacts mitigation measures GRM Benefits of the Project 20 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Stakeholder group Engagement methods Frequency/location Topics Responsible stakeholders Preparation & pre - Construction Operation construction TE’s call center During operation period - - GRM TE Viber Other information as requested Financial institution Letters Bidding Documents Construction works GRM MoEI/ (WB) E-mails Pre-construction Monitorization Information on TE/ Meetings at least twice a year Planning Implementation of request MEPIU/ Safeguards documents ESF, ESMPs, SEP, development LMP and GRM; Reports Quarterly GRM set-up Other information as Other information requested Consultants and Letters, E-mails, when necessary Procurement process Construction will be identified Consultants/ Contractors Meetings ESMPs/ESAP, LPM, monitorization after the completion Contractors Code of Conduct Implementation of of the construction /MEPIU/TE elaboration and ESMPs, LMP and stage Reports Weekly and monthly coordination GRM; Development of design Other information as Other information as requested requested 21 Stakeholder Engagement Plan Second District Heating Energy Improvement Project 5.2. Timeline for Provision of Comments and Feedback Termoelectrica SA and the Project Implementation Unit will provide appropriate background and relevant technical or non-technical information to stakeholders’ whose feedback is sought on with sufficient advance notice (5-10 business days) so that the stakeholders have enough time to prepare to provide meaningful feedback. The PIU team will gather (written and oral comments), review and summarize them and commit to report back to stakeholders on how those comments were incorporated, and if not, provide the rationale for reasons for why there were not within 10 to 30 working days from the stakeholder engagement event either. 5.3. Proposed Strategy for Information Disclosure The implementation entities will disclose Project information to allow stakeholders to understand the risks and impacts of the Project, and potential opportunities. Stakeholder engagement depends on timely, accurate, accessible, and comprehensible information. Making available Project-related information as early as possible is important. Finalize Stakeholder Engagement Plan (SEP) and implement it. Prior to the Project appraisal, the following documents will be prepared and disclosed: 1. Environmental and Social Impact Assessment (ESIA) & Environmental and Social Management Framework (ESMF); 2. Labour Management Procedures (LMP); and 3. Stakeholder Engagement Plan. A contractor(s)’ Environmental and Social Management Plan (C-ESMP) and contractor(s)’ Labour Management Procedure (C-LMP) for component 1 and Site-specific Environmental and Social Management Plans (ESMPs) and C-LMP for component 2 will be disclosed prior commencement of civil works. Reports and the documents mentioned above will be available to the public for a period of 20 days to provide comments and suggestions. The table below provides a preliminary summary of the suggested information to be disclosed based on the Project design and topics that might be of interest to stakeholders. The table should be finalized following discussions with the WB and Ministry of Education and Science Project teams. 22 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Table 7: Information Disclosure Strategy Project component List/ Type of information to be Methods of disclosure proposed Timing/Frequency Target stakeholders Responsible disclosed stakeholders All Proposed Project Design; PAD MEI, MEPIU and TE website; Prior to the Project All TE/MEPIU/WB team (check the WB requirements for distribution via email to appraisal PAD disclosure) municipality authorities All ESIA & ESMF documentation that MEI, MEPIU and TE website; Prior to the Project All TE/MEPIU/WB team is required for disclosure by the distribution via email to appraisal WB, including Stakeholder municipality authorities; Engagement Plan, Labour distribution of hard copies to Management Procedures and GRM national and municipal authorities description and to managers of potential beneficiaries buildings Component 1: C- ESMP Post on MEPIU and TE website; Prior civil works DAPs and IAPs (see TE/MEPIU/Contractor Optimization of Heat begins Table 2) C -LMP Brief summary of these and Electricity documents will be placed on Generation informational boards from TE’s subdivision Component 2: Pilot Site specific ESMPs Post on MEPIU and TE website; Prior civil works DAPs and IAPs (see TE/MEPIU/Contractor Energy Efficiency begins Table 2) C -LMP Brief summary of these Investments documents will be paced on informational boards from beneficiaries public and residential buildings 23 Stakeholder Engagement Plan Second District Heating Energy Improvement Project 5.4. Future Phases of Project Information materials will be developed to keep the stakeholders informed on Project activities and its environmental and social performance, including a summary of how and when the results of stakeholder engagement activities and grievance handling are reported back to affected communities and/or broader stakeholders. Information which will be disseminated to stakeholders during Project implementation includes the following: ▪ Non-technical environmental and social assessment reports; ▪ Ad hoc reports / newsletters on the TE and MEPIU web sites; ▪ Information on Project implementation and mitigation measures in each phase of Project implementation will be places on the information boards in all TE’s affected subdivisions and affected public and residential buildings; ▪ Project’s annual reports on SEP implementation process ▪ GRM implementation, including resolution for anonymous grievances etc. VI. Resources and Responsibilities for Implementing Stakeholder Engagement Activities 6.1. Implementation Arrangements Ministry of Economy and Infrastructure (MoEI) will oversee Project implementation on behalf of the GoM. MoEI’s role will be to ensure that the Project is implemented in an efficient manner, consistent with the Project objectives and agreements. The main implementing agency is „Termoelectrica” S.A. which will be closely involved in all stages of Project design and implementation: procurement design, preparation of bidding documents (especially technical specifications), evaluation of bids and selection of contractors, engineering design, construction, installation, testing, commissioning, and quality control. „Termoelectrica” S.A. is certified under both ISO 14001 (Environmental Management) and ISO 18001 (Operational Health and Safety Management System), and has in its structure three subdivisions responsible for the issues related to environmental safeguards (Chemical Service, in charge of all environmental issues; Safety and Occupational Hazards divisions). The daily Project implementation duties will be delegated by the MoEI to its Project Implementation Unit (MEPIU), established under the Government’s Decree No 1276 of December 21, 2000, as an autonomous legal entity, responsible for the day-to-day management of IFIs-funded Projects. MEPIU will take on the reporting functions on behalf of the Government and will carry out the fiduciary responsibilities (disbursement, financial management, procurement, and monitoring & evaluation) under the Project in compliance with the requirements of the Environmental and Social Standards of the World Bank, to be outlined in the Financing Agreement and Project Operational Manual. The unit is staffed with highly qualified and experienced professionals, both in technical, as well as environment and social aspects, procurements and will ensure Project implementation in accordance with Project ESF documents. 6.2. Roles and Responsibilities A core Stakeholder Liaison Team comprised of MEPIU staff (Social and Environmental and Health and Safety Consultants) and TE staff from the Human Recourses Subdivision, the Commercial Department, Technical Department and the Public Relations Department will take responsibility for and lead all aspects of the stakeholder engagement. However, to implement the various activities envisaged in the SEP, the Stakeholder Liaison Team will need to closely coordinate with other key stakeholders – other national (see Table 3) and local (Mayor’s Office of Chisinau city) authorities, 24 Stakeholder Engagement Plan Second District Heating Energy Improvement Project the contractor along with sub-contractors and PAPs/DAPs. The roles and responsibilities of these stakeholders are summarized in the Table below. Table 8: Responsibilities of Key Actors/Stakeholders in SEP Implementation Actor/Stakeholder Responsibilities MEPIU - Plan, implement and monitor SEP activities; - Lead and coordinate stakeholder engagement activities; - Collect stakeholder feedback through public consultation and group meetings and bilateral meetings; - Manage the grievance redress mechanism at Project level, communicate grievances regularly through monitoring reports; - Manage the grievance mechanism for Project workers; - Coordination/supervision of contractors on SEP activities; - Monitoring and reporting on environmental and social performance to MoEI and the World Bank. TE - Lead stakeholder engagement activities within the Enterprise and at community level; - Coordinate with MoEI, PPA, Chisinau Mayoralty and NGOs to implement outreach activities; - Local focal point for internal GRM ; - Manage the grievance mechanism at Project level; - Discloses all documents, distributes outreach material as needed; - Facilitate the organization of stakeholder meetings to present Project progress and collect feedback about Project. Contractors/sub- - Inform MEPIU and TE of any issues related to their engagement with contractors stakeholders; - Transmit and resolve grievances caused by the construction activities (first level of GRM at Project level) in close collaboration with and as directed by TE/ MEPIU Implementation Consultants; - Prepare, disclose and implement various plans (e.g. C-ESMP, Labor Management Plan, etc.); - Inform local communities of any environmental monitoring e.g. noise, vibration, dust; - Inform the workers of GRM for workers; - Inform local communities of GRM at Project level; - Announce important construction activities (such as restriction of access and available alternatives). Chisinau City Mayor’s - Issue permits (as required) Office - Respond to E&S risk management requests from community - Facilitate information requests and grievances by transfer to the TE and MEPIU - Discloses all documents, distributes outreach material as needed. National Authorities - Monitor Project compliance with Republic of Moldova legislation; (See Table 2) - Participate in the implementation of some activities in the ESMP/RPF and SEP. 25 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Actor/Stakeholder Responsibilities Project Affected Parties - Invited to engage and ask questions about the Project at Project meetings and through discussions with MEPIU and TE appointed persons; - Lodge their grievances using the GRM defined in the SEP (Section VII Grievance Redress Mechanism); - Help the implementing entities to define mitigation measures. 6.3. Estimated Budget The budget for stakeholder engagement activities at this stage of the Project is still being developed. VII. Grievance Redress Mechanism Addressing grievances raised by individuals/groups/entities affected by World Bank-funded Projects is an important component of managing Project risks. A GRM can serve as an effective tool for early identification, assessment and resolution of grievances and therefore for strengthening accountability to beneficiaries. The GRM serves as an important feedback mechanism that can improve Project impact and mitigate the risks. The GRM mechanism will be available to Project stakeholders and other affected parties, enabling them to submit questions, comments, suggestions and/or complaints and provide any form of feedback on all Project-funded activities. As part of their first interactions with TE and contractors’ representatives, beneficiaries and other affected parties should be informed of a company’s intention to establish a grievance redress mechanism and continue to be reminded of this mechanism on a regular basis during Project implementation. „Termoelectrica” S.A., the contractors should emphasize the objectives of the grievance system and the issues it is designed to address. The company’s grievance officers should be responsible for publicizing the procedure through the most appropriate methods as follows: Table 9: Information Methods of Grievance Redress Mechanism Methods What to consider Face-to-Face Group meetings work especially well where each impact of operations on Meetings (group or communities affects at least several people. Individual meetings would be more individual) appropriate when an issue is specific to one person. Face-to-face interaction is also effective where literacy levels are low. Printed Materials, They should be visually engaging and easy to understand (e.g., consider Grievance Forms drawings in lieu of text), especially where literacy levels are low. Grievance (for written forms for written complaints can also include key facts about the procedure complaints) Displays (stands, Displays are useful to show key facts about the grievance mechanism or to wall mounts on publicize contact information for grievances. Where communities live in close target building) proximity to operations, use company premises and equipment to hold displays. Consider asking permission to put displays in public places that community members frequently visit Company Establish a personal connection with the affected parts through a local presence Representatives or visits by company representatives responsible for handling grievances. Equip employees with necessary information about grievance procedures; where grievance procedures are fairly complex, consider providing training for employees. 26 Stakeholder Engagement Plan Second District Heating Energy Improvement Project Methods What to consider Third Parties In the materials the company provides to communities, include information (contractors, MEPIU about third parties that are authorized to speak on the company’s behalf. representatives) Online (Web site If information about the mechanism is provided on the company Web site, then and Email) publicize the Web site to communities through methods described above. Training Sessions Consider bringing Project management staff (e.g., environmental, health and (for communities) safety division, Project operations management) and communities together during training sessions to facilitate understanding of Project operations. 7.1. Internal Grievance Redress Mechanism The internal GRM is meant to TE’s employees that are anticipated to be affected by implementation of component 1 of the Project. Through this mechanism the employees will be able to express any concerns, ask questions about the Project or express their dissatisfaction. The employees will be able to express their dissatisfaction/grievance or question using the existing internal grievance redress mechanism of TE. According to this, the employees express their grievances in writing or verbally to the head of the subdivision in which he/she works and to whom he/she is subordinate. The head of subdivisions will give him/her an answer if he/she holds the necessary information, otherwise he/she will direct the dissatisfaction or question to enterprise’s departments corresponding to grievance’s type/content. However, the heads of potential affected subdivisions will report weekly to the top management on grievances received. Employees will also be able to file a grievance regarding the Project in the Chancellery, office 202. These grievances will be sent directly to the top management. It would be opportune if the employees could get a satisfactory answer directly from the head of their subdivision. In this way, any grievances will be solved more quickly. Therefore, the heads of the subdivisions that are planned to be affected by the implementation of component 1 of the Project will be informed in depth about the details of the Project and will be trained on the grievance redress mechanism in order to help their subordinates to cope with the inconveniences and possible changes. Preferred methods: face-to-face meetings, printed materials, training sessions. 7.2. External Grievance Redress Mechanism In addition to the above, within the Project will be established a two-level grievance management structure to address the public and PAPs concerns and complaints within the Project implementation. The implementation entities intend to establish the following channels through which citizens/beneficiaries/Project Affected Persons (PAPs) can make complaints/ suggestions/ compliments regarding Project-funded activities: Moldova Projects Implementation Unit Termoelectrica S.A. Chisinau,1, Alecu Russo St., office 163 Chisinau, 6, Tudor Vladimirescu st. Tel: (+373) 22 496790 Tel: (+373) 22 43-64-59 Fax: (+373) 22-49-67-90 Fax: (+373) 22 49-50-97 Email: mepiu@mepiu.md Email: anticamera@termoelectrica.md Verbal complaints addressed to Project staff could be recorded in writing by the receiver 27 Stakeholder Engagement Plan Second District Heating Energy Improvement Project If the complainants will use the other existing TE’s channel for consumers grievances (call center, viber number), these grievances will be directed to TE’s Project/components managers. I level – Site/sub-Project. The Project affected persons and stakeholders at site level will have the option to report their complaints/feedback to the site/sub-Project implementing contractor. The implementing agency/contractor will be responsible for addressing the complaint/feedback within 5 days of being apprised of the issue. The contractor’s staff is responsible for maintaining logs of the complaints/feedback received, as well as issues that have been resolved and those which are pending and report bi-weekly to TE and MEPIU. If the issue cannot be resolved at the sub-Project/site level, then the site level engineer/safeguards staff will immediately direct the grievance to a higher level, to the TE/MEPIU. II Level. If there is a situation in which there is no response from the local/site level, or if the response is not satisfactory then complainants and feedback providers have the option to contact the TE and MEPIU directly to follow up on the issue. The grievances/complaints at every level will be recorded, examined and solved no later than 2 weeks from their receipt. Preferred methods: face-to-face meetings, printed materials, training sessions for block administrators, stands / wall mounts on target residential buildings or in the courtyards, online (Web site and Email). 7.3. Grievance Records and Documentation Each complaint should be assigned with an individual reference number and appropriately tracked and recorded actions are completed. The all grievances submitted will be registered/entered in to a unique register/database by TE and MEPIU. A simple database will be developed under the Project to manage and monitor grievances. The documentation on grievances will include: • the name and contact details of the complainant; • the date and nature of the complaint; • the name of the staff charged with addressing the complaint; • any follow up actions taken; • the proposed resolution of the complaint; and • how and when relevant Project decisions were communicated to the complainants. The verbal grievances will be received by Contractor’s officers, but if the grievance cannot be solved at the sub-Project/site level, it will be suggested to the complainant to file a written grievance/complaint or to use the number phone and email address appointed for Project grievances in order to be directed to second levels. 7.4. Grievance Closure A grievance will be “closed” when a resolution satisfactory to all parties has been reached. In certain situations, however, it is possible to “close” a grievance even if the complainant is not satisfied with the outcome. This could be the case, for example, if the complainant is unable to substantiate a grievance, or if there is an obvious speculative or fraudulent attempt. In such situations, the efforts to investigate the complaint and to arrive at a conclusion will be well documented and the complainant will be advised of the situation. If the complainant is not satisfied by the response or the proposed solution, he/she may appeal to court. 28 Stakeholder Engagement Plan Second District Heating Energy Improvement Project 7.5. Communication on the GRM The GRM will be presented and explained in the meetings with PAPs, in the public consultations, in the leaflets, it will be placed on the informational boards/panels and on the MEPIU and TE websites. Besides, all information on GRM will be provided on request. The training for Project GRM will be conducted for contractors’ safeguards staff. The training will approach the subjects on recording, examination, response to the grievances and documentation on the grievances. VIII. Monitoring and Reporting TE, MEPIU and Contractors will appoint the officers in charge of functioning of Project GRM. „Termoelectrica” S.A. /MEPIU will maintain a database and activity file detailing all public consultation, disclosure information and grievances collected throughout the Project, which will be available for public review on request. MEPIU will also closely monitor the effective implementation of all safeguards’ instruments (Environmental and Social Management Plan (ESMP), SEP and the Grievance Redress Mechanism designed under the Project). 8.1. Quarterly Reports The MEPIU and TE will prepare quarterly reports on stakeholder engagement activities for the World Bank, to include: • Activities conducted; • Public outreach activities (meetings with stakeholders and newsletters); • Entries to the grievance register; • Entries to the commitment and concerns register; • The number of site visits and their outcome; and • New stakeholder groups (where relevant). The results of the GRM will be reported semi-annually to WB and posted on MEPIU’s website. 8.2. Annual Reports MEPIU/TE will compile a report summarising SEP results on annual basis. This report will provide a summary of all public consultation issues, grievances and resolutions. The report will provide a summary of relevant public consultations’ findings from informal meetings held at community level. IX. References The World Bank Environmental and Social Management Framework, the World Bank, 2017 ESS10 Guidance Notes, the World Bank, 2017 The draft Project Appraisal Document, the Word Document, 2020 Good Practice Note Addressing Gender Based Violence in Investment Project Financing involving Major Civil Works, the World Bank, 2018 Legislation of Republic of Moldova on public information, environmental impact assessment, health and safety and petitions 29 Stakeholder Engagement Plan Second District Heating Energy Improvement Project X. Annexes ANNEX 1 – Grievance Registration Form Reference No: Note: you can remain anonymous if you prefer or request not to disclose your identity to the third parties without your consent. In case of anonymous grievances, the decision will be disclosed at the MEPIU website www.mepiu.md First name _____________________________________ Last name _____________________________________ ❏ I wish to raise my grievance anonymously ❏ I request not to disclose my identity without my consent ❏ Contact Information Please mark how you wish to be contacted (telephone, e-mail). ❏ By Telephone: _______________________________________________ ❏ By E-mail _______________________________________________ ❏ I will follow up the resolution at the website as I want to remain anonymous Preferred Language for communication: ❏ Romanian ❏ Other (indicate) Description of Incident or Grievance (What happened? Where did it happen? Who did it happen to? What is the result of the problem? Date of Incident/ Grievance) ❏ One-time incident/grievance (date _______________) ❏ Happened more than once (how many times? _____) Signature: _______________________________ Date: _______________________________ Please return this form to: Termoelctrica S.A., Moldova Projects Implementation Unit 30 Stakeholder Engagement Plan Second District Heating Energy Improvement Project ANNEX 2 – List of Buildings and Private Lands Located in the Construction Area of Component 1 No. Real estate Cadastral number Address, street Purpose Area Owner 1 Land plot 0100518.705 26 Prunului/A For construction 0.2659 ha Tataru Vasile 2 Construction 0100518.705.01 26 Prunului/A Construction 830.8 sq.m. Chisinau, 130. M. Dosoftei str., bld. D, apt. 17 3 Construction 0100518.705.02 26 Prunului/A Construction 9.3 sq.m. 4 Land plot 0100518.079 26 Prunului For construction 3.9356 ha 5 Constructions 0100518.079.01 26 Prunului Production building 498.6 sq.m. 6 Constructions 0100518.079.02 26 Prunului Production building 567 sq.m. 7 Constructions 0100518.079.03 26 Prunului Construction 134 sq.m. 8 Constructions 0100518.079.04 26 Prunului Construction 89.7 sq.m. 9 Constructions 0100518.079.05 26 Prunului Construction 397 sq.m. CC “Fabrica de Beton si Mortar” LLC, 10 Constructions 0100518.079.06 26 Prunului Construction 953.8 sq.m. Chisinau mun., 26 Prunului str. 11 Constructions 0100518.079.07 26 Prunului Construction 189.3 sq.m. 12 Constructions 0100518.079.08 26 Prunului Construction 181.6 sq.m. 13 Constructions 0100518.079.010 26 Prunului Construction 54.5 sq.m. 14 Constructions 0100518.079.011 26 Prunului Construction 25.1 sq.m. 15 Constructions 0100518.079.012 26 Prunului Construction 9 sq.m. 16 Land plot 0100424.527 9 Vadul lui Voda For construction 0.9049 ha 17 Construction 0100424.527.01 9 Vadul lui Voda Production building 448.2 sq.m. 18 Construction 0100424.527.02 9 Vadul lui Voda Production building 1152 sq.m. 19 Construction 0100424.527.03 9 Vadul lui Voda Production building 1310.2 sq.m. 20 Construction 0100424.527.04 9 Vadul lui Voda Warehouse 332.2 sq.m. 21 Construction 0100424.527.05 9 Vadul lui Voda Garage 135.2 sq.m. „Energoreparatii” LLC 22 Construction 0100424.527.06 9 Vadul lui Voda Additional construction 161.5 sq.m. Chisinau mun., 1 Otovasca str. 23 Construction 0100424.527.07 9 Vadul lui Voda Warehouse 227 sq.m. 24 Construction 0100424.527.09 9 Vadul lui Voda Warehouse 16 sq.m. 25 Construction 0100424.527.10 9 Vadul lui Voda Warehouse 341 sq.m. 26 Construction 0100424.527.11 9 Vadul lui Voda Construction 6 sq.m. 27 Construction 0100424.527.12 9 Vadul lui Voda Construction 38 sq.m. 28 Construction 0100424.045.01 2j Florarii lane Multi-storey residential building 587.2 sq.m. APLP-52/305 COOP 29 Construction 0100424.045.02 2j Florarii lane Multi-storey residential building 204.8 sq.m. “Gestiune economică Termoelectrica” JSC 30 Land plot 0100424.282 17j Vadul lui Voda For construction 0.099 ha Chisinau mun. 31 Land plot 0100424.282.01 17j Vadul lui Voda Multi-storey residential building 242.4 sq.m. Republic of Moldova 31 Stakeholder Engagement Plan Second District Heating Energy Improvement Project ANNEX 3 – List of Beneficiary Residential and Public Buildings of Investments Under Component 2 32