The Project “Implementing the Strategic Action Programme of the Drin Basin to Strengthen Transboundary Cooperation and Enable Integrated Natural Resources Management” (Drin II Project) financed by the GEF, is executed by GWP-Med with UNDP being the GEF implementing agency.
The Drin Project has set up a Project-Level Grievance Redress Mechanism (GRM) to provide individuals, communities, and other stakeholders with an accessible and transparent way to raise concerns or complaints related to the project’s social and environmental impacts have them reviewed promptly, and receive fair and timely responses. All grievances will be treated with respect, confidentiality (if requested), and without any risk of retaliation.
How to submit a complaint
You may submit your complaint using any of the following channels:
- Name: Dimitris Faloutsos
- Email: dimitris@gwpmed.org
- Phone: +30210-3247490
- By post: Global Water Partnership-Mediterranean (GWP-Med) – 12, Kyrristou str., 10556 Athens, Greece
Each complaint will be registered, acknowledged within five (5) working days, and reviewed for eligibility. The GRM project team will work directly with complainants to seek resolution within 60 days.
What information should be included in the complaint?
The Grievance should include the following information:
- The name(s) of the person/people submitting the complaint (“the Complainant”). Please note that GRM cannot respond to anonymous grievances. However, complainants may request and receive confidentiality.
- A means for contacting the Complainant (email, phone, address, other).
- If the submission is on behalf of those alleging potential or actual harm, the identity of those on whose behalf the complaint is made, and written confirmation by those represented by the Complainant’s authority to lodge the complaint on their behalf.
- A description of the potential or actual harm.
- Names of the individual(s) or institutions responsible for the risk/harm (if known), and the location(s) and date(s) of harmful activity (if Complainant states that harm has already occurred).
- What has been done by the Complainant thus far to resolve the matter.
- Whether the Complainant wishes for their identity to be kept confidential.
- The specific response requested from the GRM.
If you are not satisfied
If you are not satisfied with the way your complaint has been handled, you may contact:
- The UNDP Country Office Stakeholder Response Mechanism (SRM) – elvita.kabashi@undp.org, or
- The UNDP’s global-level SRM or Social and Environmental Compliance Unit (SECU) via:
- Email: project.concerns@undp.org or secuhotline@undp.org (in any language)
- Phone / WhatsApp / Viber / Signal: +1 (917) 207 4285 (costs are incurred by the caller)
- Regular post: SECU/SRM, UNDP, One UN Plaza, 4th Floor, New York, NY 10017, USA
Note
The GRM is a project-level tool managed by the Project Management Unit (PMU) of the GEF Drin Project in GWP-Med. It handles day-to-day receipt, registration, and resolution of complaints to ensure accessibility and timely response. UNDP Project Assurance provides oversight and may intervene in unresolved or sensitive cases. The UNDP Stakeholder Response Mechanism (SRM) serves as a higher-level avenue for complaints that cannot be resolved at the project level or that stakeholders wish to raise directly with UNDP.