Grievance redressing procedure

2.1       Submission and Filing of Grievances

The Grantee stakeholders can submit and file grievances at the Grantee’s project office in different manner: anonymously (using office mailbox or office phone: +995322773138, via e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it., telephone: +995599082529, letter or using the project grievance submission form. All grievances are entered into the Grantee grievance registry by the respective project expert or staff who has received the grievance and reported to the Grantee’s Manager.

The grievance submission procedure and specific deadline is provided with the published list of the proposals for rejection of the project proposal.

The grievance is submitted in a sealed envelope delivered with registered mail, by courier or in hand.

All grievances are entered into the Grantee filing system and the GRM grievance registry.

Grievances sent through other means, for instance, via fax or e-mail) and such that are sent after the specified deadline or at another address will not be reviewed.

All received grievances are entered into a special grievance registry, Annex 2 to the Grievance Redress Mechanism. The registry is filled in by Grantee’s responsible officer, expert or staff, who has not been engaged in any capacity in the proposals review and checks, in the order of their receiving. Grievances, received after the published deadline are entered into the registry but are not reviewed. Grievances, which are received after the expiry of the published deadline, are filed into the grantee’s system and become part of the project archive.

When making a grievance, the complainant has to provide as many details as possible concerning the reasons for the grievance, such as:

  • What was done in a non-compliance manner or in violation of the PICG or grantee’s management process, rules and procedures or in violation of existing law or the regulations, governing the awarded grant?
  • How the complainant has been affected by this?
  • Any relevant details about time and date, place, names of staff the complainant has dealt with, information received, etc.?
  • Copies of any letters or other documents to support the grievance?
  • What remedy measure does the complainant expect to be taken to put thing right?


2.2       Investigation and Reporting of Grievances

The assigned officer will carry the investigation of the grievance case on the base of:

  • Collection and analysis of related documents;
  • Conducting of interviews of the involved persons, officers and staff;
  • Analysis of the related national legal and normative acts and regulations and MCC, MCA-Georgia standards and guidelines;
  • Summary and analysis of the facts and findings.

On the basis of the collected evidence, the office will draw conclusions and make recommendations for a solution to the Grantee’s manager. All the investigation activities will be documented and described in the Grievance Closure Report - Annex 3 to the Grievance Redress Mechanism.

The Grievance Closure Report will be submitted to the GAC for endorsement with recommended resolution, developed on the basis of community preferences, project policy, past experience, current issues, and potential outcomes, which will be communicated to the complainant in writing.


2.3       Grievance Handling Investigation Officer(s)

The Grantee issues a letter to appointment the person(s) to carry out the investigation and the check on the justification of the validity of the received grievances. The check cannot be attended by persons, which have participated in the application review and selection committee, which has carried out the initial assessment of the project proposals.

The appointed persons should have the relevant professional experience, competences and/or expertise, relating to the particulars of the PICG awarded project and Grantee’s organization in order to be able to prepare and formulate well justified recommendation for solution on the received grievance.

These persons should meet the following requirements:

  1. Should not be in a conflict of interest situationas stipulated in the Administrative Act of the Republic of Georgia 
  2. Should not be related to any of interested parties or partners thereof under the PICG project procedure;
  3. Should not be in hierarchical dependence from the Grantee executive managers;
  4. Should not have interest in the provision of the benefit/contract/document to the particular legal entity, directly or through a relative;
  5. Should not be a member of the managing and supervisory bodies of Grantee, MCA-Georgia nor PEM GmbH;
  6. Should not be a member, owner or stakeholder in companies, juridical entities with similar object of activities as the claimant or partners thereof;
  7. Should not have consulting activities to natural and juridical persons, who have interest in the formulation of the decision on the grievance against the rejection of the proposal for funding;
  8. Should not have been involved in the preparation of the guidelines of the respective procedure in the area of complaint.


2.4       Informal, Formal and Legal Handling of Grievances

The Grantee will apply three modes in the redressing and resolution of grievances following (i) informal, (ii) formal and (iii) legal procedures respectively.


2.4.1    Informal Procedure for Resolution of Grievance

The Grantee’s team will seek prompt resolution of any grievances relating to the awarded project implementation modalities and general project management issues through the involvement of the respective officers and administrator in an informal settlement of the matter.

The Grantee’s manage may initiate a review in the absence of a request by the allegedly aggrieved party but only on the basis of significant evidence.

Informal attempts at settlement will not extend beyond thirty calendar days without the written agreement of all parties if required or exchange of letters to that effect.

If the complainant requests an attempt at informal settlement, then he or she will not be free to make a formal complaint with the office until an informal settlement is proposed or the thirty days have elapsed whichever comes first.

Informal resolving of grievances have to be completed and closed with a memo undersigned by the complainant and the Grantee’s manager.


2.4.2    Formal Procedure – First Level of Grievance Redressing and Timescale

All grievance cases relating to complaints about the grant proposal review process and outcomes thereof will be dealt with through the formal procedure, described in detail under in the table further below.

Description of process, steps, responsible officer and results at the standard grievance reviewing and resolving.









Performed by




Grievance is submitted to the Grantee’s office via phone, letter or e-mail

Complainant – an individual or group of individuals in personal quality or in the capacity of organization representatives

Any time

Fill out grievance form (Annex 1)


Grievance is logged into the Grantee’s registration system with an index number

Grantee assigned staff

1 day

Grievance is filed in the registry (Annex 2) and reported to the Grantee management and ISWD


Grantee assigns the case for evidence collection, investigation and report

Grantee Manager

Within 2 days

Assignment e-mail is sent with copies to Project Manager


Grantee sends a confirmation of receipt of the grievance

Grantee Manager assigned staff

Within 3 days

Confirmation letter sent out (Annex 5)


Grantee assign officer gathers evidence on the grievance and conducts interviews as necessary, analyses the information and produced a report with recommendation on the grievance

Grantee Manager assigned staff

Within 15 days

Memos of meetings and check list is filled in


Grantee sends notification letter to the complainant in case the investigation of the case is going to take longer than 10 days

Grantee Manager assigned staff

Within 15 days after start of assignment

notification letter


Grantee assigned staff produces A Grievance Closure Report with analysis, conclusion and recommendations for follow-up action steps and draft response to the claimant

Grantee Manager assigned staff

Within 15 days after start of assignment

Report is submitted to GAC - Grantee Manager with copies to the ISWD project management


Written response is sent to claimant (in addition to the written response, a meeting with the claimant may be considered, depending on the case and TL/GAC endorsement

Grantee Manager

Within 2 days of receipt of the report

A letter is sent out to the claimant in print and via e-mail (Annex 6)


The grievance dossier is closed and filed in the Grantee project archive

Grantee Manager

3 days after the sending of the response to the claimant





2.4.3    Grievance Appeal Committee

The Grantee Grievance Appeal Committee (GAC) will comprise of: (i)   (ii)    (iii) ISDP Project representative.

The GAC will serve as the second level authority for redressing grievances, which are not resolved satisfactorily for the claimant. The GAC may assign a second investigation of the grievance case to another expert or group of experts, depending on the required expertise for analysis and reporting. Alternatively, in grievance cases, which have legal implications, the GAC may decide to pursue a course of action that will best meet the interest of the claimant and the Grantee.


2.5       Legal Handling of Grievance

Grievance cases, which may bear serious implications to the ISWDP and the institutions involved in its governance will be consulted with a lawyer and based on recommendations, the GAC may follow legal process to manage the grievance case, if satisfactory solution for all parties involved cannot be achieved through a communication, discussion or mediation process.


Addr.: 0103 Tbilisi, Ketevan Tsamebuli ave. № 16
Tel.:  +995 (32) 277 65 71; 
        +995 (32) 277 31 38;
Fax: +995 (32) 277 65 72


Banking requisites: LTD "Georgian Aviation University"
JSC "Procreditbank" Tbilisi main branch.
Account: GE67PC0133600100056253 GEL
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