The rapid literature review identifies literature on types of grievance redress mechanisms (GRM) in Bangladesh. They range from examples from different social protection programmes to urban planning projects and the various line ministries of the Government of Bangladesh. A lot of literature describes proposed GRMs rather than ones that are currently in use. There were very few evaluations of grievance redress mechanisms, internal or external.
Many grievance redress mechanisms in Bangladesh have a number of similar features including:
- An assigned focal point or grievance redress officer who manage the grievance redress mechanism. There are different focal points for different levels to which people can appeal if they are unhappy with the decision made at their level.
- The provision and process of the grievance redress mechanism is well publicised.
- A complaints form for which a receipt is given.
- Information about the complaint and its resolution is documented, often in a management information system (MIS). This information is generally supposed to be available to all.
- A committee based hearing process, which is often open. A resolution is generally sought using the applicable guidelines.
- If the aggrieved person is female, they will be assisted in hearings by a female Union Parishad member, and if from a tribal community, by a tribal representative.
- Complaints should be dealt with within a specific timeframe, generally around two weeks.
- The grievance redress mechanism does not pre-empt a person’s right to seek redress in the courts of law.
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