To reinforce the principles of transparency and public engagement adopted by the PWP, as a general strategy,The Project Management Unit (PMU) is always seeking to reinforce strong relationship with the beneficiaries and the local communities at large, especially groups such as women, the marginalized, and the poor. It interacts positively with their opinions and complaints through the continued development of the way it works with communities. The PWP has also created a mechanism through which these groups can interact with the PMU and have easy access to - making use of best practices in the region and in the world for quick response to complaints and inquiries by the general public and beneficiaries.

The PWP introduced “the Grievances Redress System” in 2014 with the aim of facilitating communication with the beneficiaries and local communities. This allows them to channel community assets- related complaints promptly and easily.

It also aims at achieving higher levels of satisfaction with the way PWP’s is handling complaints. At the same time, the system allows for rectifying mistakes and provides alerts on prospective problems, as well as assists in the process of continuous learning and improvements of quality of service provision.

For this purpose, the Management Information System (MIS) in the PWP has been updated to accommodate the Grievance Redress System. By installing the system in the various field offices, they have been enabled to deal with complaints by initiating processing immediately on receipt. Complaint boxes have also been placed in all offices of the PWP, and a dedicated complaint phone number has been installed in each office. In addition, a hotline has been installed in the PWP’s headquarters with a dedicated phone number. The complaints and hotline numbers have been prominently displayed in all subprojects’ sites.