Introduction
According to sector budget guidelines, Local government are supposed to develop procedures for investigating and responding to grievances. Grievances arising out of implementation of al investments will follow the normal grievances redress mechanism in Government as outlined below:
THE PURPOSE OF THE GRIEVANCE REDRESS MECHANISM IS TO:
- Provide affected people with avenues for making a complaint or resolving any dispute that may arise during implementation of government funded projects using the sector development grant or other grant(s).
- v Ensure that appropriate and mutually acceptable corrective actions are identified and implemented to address complaints.
- v Verify that complaints are satisfied with outcomes for corrective actions.
- v Avoid to resort to judicial (legal court) proceedings unless it is warranted.
There are several grievances and several stakeholders who may be the source of grievance – these may include; members of the beneficiary community for the project/investment; their families; neighbours or those affected in any way by the intervention (project affected Person)
1. Employees of the contractors or suppliers.
2. Members of the surrounding community.
3. Other people.
AVENUES FOR DIFFERENT TYPES OF GRIEVANCES
Wherever, the first port of call for grievances should be at the CAO/Town Clerk level. There are other avenues available to those with grievance and these include:
a. Project Management Team/User Department
b. Local leaders
c. Resident District Commissioner (RDC)
d. Police
e. Uganda Child Helpline - 116
f. Uganda Budget Hotline - 0800229229
g. IGG Hotline – 0454435029/0393215561
Therefore, Busia District Local Government encourages you to contact us if you have any complaint or concern regarding the level of service delivery or you have been directly or indirectly affected by any government project in the District.
We shall provide you with a form to fill within five working days after any incident or problem has occurred.
Busia District will contact you as soon as possible.
We can assure you full cooperation from the management to resolve any issues raised.
OBJECTIVES
The objective of the grievance redress mechanism is to provide a means of dealing promptly with any grievances that may arise in a fair and consistent manner.
Grievances are often the result of a breakdown in communications and are often resolved by the relevant parties taking time out to discuss the concerns they have and to try to resolve them informally before invoking the grievance procedure. It may be helpful to ask a colleague to assist with this process (or to take notes)
PROCEDURES
1. All community members will have access to the grievance mechanism at no cost.
2. All grievance, factual or perceived will be registered in the grievance register.
3. All grievances will be dealt with promptly at all stages of the procedure.
4. The aggrieved will be provided with a form to fill about the grievance he or she wants to be addressed.
5. A full investigation will be carried out to establish the facts and to try to resolve the grievance.
6. The person bringing the grievance will be kept informed of progress at all stages of the procedure and given an opportunity to respond before any decisions/ actions are taken.
7. Notes will be taken of all meetings.
8. There will be a right of appeal against any formal decision and the appeal chair will be selected on their impartiality.
HOW TO RAISE A FORMAL GRIEVANCE
- The citizen or citizens need to set out in writing the details of the grievance.
- A meeting will be arranged at once with the person bringing the grievance to allow them to explain their grievance so that there are no misunderstandings and how they think it should be resolved.
- An investigation into the issue will then take place and the results of the investigation communicated to the employee as soon as possible in writing setting out the action that is intended will take place to resolve the matter.
- The employee will be given an opportunity to discuss the results of the investigation with the investigator before any formal action or decision is taken.
- If the citizen (s) still feel that their greviance has not been resolved to their satisfaction they may appeal against the decision.
- This must be doen in writing setting out grounds of their appeal within five working days of receiving the decision letter.
- The appeal will be heard as soon as possible thereaftedr, and the time, date and named of the appeal chair notified to the employee in advance.
- The outcome of the appeal will be notified to the employee in writing within five working days of the appeal meeting taking place.
- The decision of the appeal chair will be final.
BUSIA DISTRICT LOCAL GOVERNEMT GRIEVANCES COMMITTEE COMPOSITION
1. Principal Assistant Secretary - Chairperson
2. District Planner - Member
3. District Community Development Officer - Secretary / Focal Point Person
4. Principal Human Resource Officer - Member
5. District Education Officer - Member
6. District Health Officer - Member
7. Communication Officer - Member
