GRIEVANCE REDRESS MECHANISM (GRM)

Within the framework of the Geospatial Infrastructure and Valuation Enhancement (GIVE) Project, a Grievance Redress Mechanism (GRM) has been established. The purpose of the GRM is to enable citizens, employees, users, and partners to promptly, confidentially, and effectively express complaints, comments, or suggestions related to the Project implementation.

Who can submit a grievance?

 Any individual or organization that believes they have been, or may be affected by the Project activities may file a grievance — including contractor employees, local communities, users, and other interested parties.

How to file a grievance?

You may file a grievance using one of the following methods:

-          Email: grm_giveproject@fgu.com.ba

-          Phone: +387 33 586 063 ( on weekdays, 9:00 AM–3:00 PM)

-          Postal mail:  Federal Administration for Geodetic and Real Property Affairs, for the GIVE project,

-          Hamdije Kreševljakovića 96, 71000 Sarajevo

Grievances may also be submitted anonymously. All information is treated confidentially and in accordance with the with personal data protection laws.

What happens after you submit a grievance?

-          Your grievance will be recorded in the GRM Register, which has been established within the GIVE Project

-          You will receive an acknowledgement of receipt within 5 working days

-          Most grievances are resolved within 15 working days, depending on their complexity

-          You will be informed about the outcome via agreed communication channel

Why is the GRM important?

 The GRM enables:

-          Early identification and resolution of potential issues

-          Improved transparency in Project operations

-          Strengthened trust among users and partners.

For additional information, please contact us through the previously listed channels.