Skip to Main Navigation

Grievance Redress Service

The Grievance Redress Service (GRS) is an avenue for individuals and communities to submit complaints directly to the World Bank if they believe that a World Bank-supported project has or is likely to have adverse effects on them, their community, or their environment. The GRS enhances the World Bank’s responsiveness and accountability to project-affected communities by ensuring that grievances are promptly reviewed and addressed. The GRS processes an average of 125 complaints a year, covering a wide spectrum of project-related issues. 

About the GRS

Image
click

GRS Video

Watch the video to find out more about how the GRS works.

Image

GRS Brochure

Find out more about the GRS and how it works.

Image

Frequently asked questions on the GRS


Image

Filing a complaint

Any individual or community who believes that a World Bank-financed project has or is likely to, adversely affect them can submit a complaint. 

 

 

 

The GRS considers a complaint admissible when it:
- the complaint relates to a World Bank-supported project that is under preparation, active, or has been closed for less than 15 months;
- the complaint is submitted by individuals or communities affected by a World Bank-supported project, or by their authorized representative; and
- the complainant(s) allege that they have been or will be affected by the World Bank-supported project.

Complaints must be in writing and addressed to the GRS. They can be sent by the following methods:
-   online, access the online form
-   by email to grievances@worldbank.org
-   by letter or by hand delivery to the World Bank Headquarters in Washington D.C., United States or any World Bank Country Office – print and use this form (DOCX)

Information to include in a complaint
Complaints must:

-   identify the project subject of the complaint
-   clearly state the project’s adverse impact(s)
-   identify the individual(s) submitting the complaint 
-   specify if the complaint is submitted by a representative of the person(s) or community affected by the project
-   if the complaint is submitted by a representative, include the name, signature, contact details, and written proof of authority of the representative.

Supporting evidence is not necessary but may be helpful in reviewing and resolving the complaint. The complaint may also include suggestions on how the individuals believe the complaint could be resolved. All complaints will be treated as confidential. The GRS will not disclose any personal data that may reveal the identity of complainants without their consent.

GRS Personal Data Privacy Notice and Consent

GRS Complaints

Track cases admitted by the GRS
See all GRS cases (PDF)

Image

The GRS complaint process has three main steps
Image

 

GRS Annual Reports

FY20
2017
2016