It offers practical information on how to effectively handle grievances under NFWP. Effective complaint handling is vital for ensuring transparency, beneficiary support, and quality of service delivery.
The GRM provides step-by-step information on the basic principles to be adhered to in handling and managing grievances under the NFWP. It describes the various roles and responsibilities needed to effectively handle grievances and the standard process that should be followed.
It provides guidance to staff on how to effectively analyse, record, receive and categorize grievances, provide feedback to complainants, and report findings to management.