Lodge a Complaint

WHAT IS THE GRIEVANCE REDRESS SYSTEM (GRS)?

The Grievance Redress System, or GRS, is a specific provision within the Recovery and Development Agency Act (No. 1/2018), specifically Section 5. “The functions of the Agency shall be to…” (1) (s): “establish public grievance redress system through online and offline options”. The GRS, which formally launched on 31^st March 2021, was created for members of the public (individuals, groups, organisations or communities) to officially complain about the work of the RDA including its staff, externally hired consultants and contractors regarding the plans or implementation of specific projects.

WHAT ARE THE BENEFITS OF THE GRS?

The GRS provides the RDA the opportunity to improve the planning and management of projects and pre-empt any future complaints by taking into consideration feedback given by the public. Improved planning means better projects and more positive outcomes for beneficiaries.

GRS ENSURES GOOD GOVERNANCE

The GRS ensures the following good governance principles:

Accountability of the RDA to fulfill its obligation to consider stakeholders and community members in the project cycle;
Transparency due to the public’s ability to lodge grievances and monitor how decisions and actions are taken in response to same;
Predictability as demonstrated by a clear process and procedures made against established criterion with deadlines; and
Accessibility for potential complainants from varying backgrounds to be able to register complaints in a manner that eliminates all possible known obstacles such as education level or disability.

GRIEVANCE SCENARIOS

A grievance refers to an issue, concern, problem or claim, whether actual or perceived, that affects the physical, social, environmental or economic conditions of individuals and or communities in the project area of influence. The grievance can arise at any stage in the project life cycle, from planning, through to implementation and the final handover.

The following examples are considered relevant and actionable grievances:

A construction worker has an inappropriate conversation with an underaged student while the student is traversing near an active RDA project site. Blocks are damaged by a backhoe during excavation works at an active RDA project site that is near a residential property. A contractor is dumping garbage and construction materials from an RDA project site on a nearby privately owned property.

GRS SCOPE

The scope of the GRS is only extended to the work of the RDA including externally hired consultants and contractors. Matters outside the GRS scope include:

Legislative/ Policy Decisions by the Government of the Virgin Islands – In such cases the Complainant will be referred to address their complaint to the appropriate Ministry.
Contractor Disputes – Once contracted, any dispute between the RDA and a contractor is regulated by the contract and will be addressed formally through the contract dispute provisions of the contract.
Appeal Against Procurement Decisions – The RDA has separate procedures for contractors to appeal against procurement decisions, which are detailed in the RDA Procurement Handbook.