The Recovery and Development Agency (RDA) has launched its Grievance Redress System (GRS) to provide a platform through which residents can formally lodge complaints on the work of the agency, its projects and its team.

Director of Strategy, Mr. Neil Smith said the RDA is committed to transparency and accountability and a participatory approach to project delivery and that the redress system will ensure that public projects are completed in an efficient and effective manner with community and stakeholder feedback playing a prominent role.  This approach he added enables opinions, grievances and complaints to be raised and addressed throughout the project life cycle. 

Mr. Smith said, “The RDA firmly believes this level of engagement with the public is essential and lessons learnt will be incorporated in future projects and thus improve the overall planning and management of projects.”

Mr. Smith said grievances or complaints can be lodged on multiple platforms such as RDA WhatsApp, FaceBook and email, through the grievance form on the RDA website, telephone and in person to ensure that the system is accessible to all. 

He said persons are encouraged to use the Grievance Redress Online Form if they are submitting a complaint electronically. The public is asked to provide the following information when lodging a complaint or grievance with the RDA.

Full name of complainant (include the name of group or community if a person is registering the complaint on their behalf);

• Address of complainant;
• Telephone number (if available) for complainant;
• Email address (if available) for complainant;
• Describe the nature of the complaint;
• Location of the project to which the complaint refers; and
• Preferred method of communicating with the RDA (e-mail, telephone, WhatsApp etc.).

Mr. Smith further stated that redress system’s decisions will be based on possibly rectifying any differences or discrepancies between what happened and what should have happened taking into consideration any cost, quality and time implications for the project and the interests of other important stakeholders. 

The director said the RDA has dedicated a timely review and decision-making process and complainants will be provided with a unique complaint number and a decision within 30 days from receipt of the grievance. 

Residents will also be educated and informed of the full process through an explanatory video led by the GRS Lead and Community Liaison Officer, Patlian Johnson.

The Grievance Redress System is a requirement under the Recovery and Development Agency Act (No. 1/2018) in the establishment of its good governance principles.