Programme Grievance Redress Mechanism 

What is GRM? 

A Grievance Redress Mechanism (GRM) is a formal process that allows any individual or group affected by the programme to raise concerns or complaints and seek fair, timely resolution. 

Why is it important? 

Trust, transparency, and accountability are core principles of the programme. The GRM is essential to: 

• Uphold strong environmental and social safeguards 

• Provide a safe, accessible, and confidential way to raise concerns 

• Ensure grievances are addressed quickly, fairly, and effectively  

Who can use the GRM? 

Any individual, group, or organization, potentially affected by the programme activities may submit a grievance including (but not limited to):  

• Local communities  

• National and decentralized governments 
• Indigenous Peoples 
• Forest and farm producer organizations
• Micro, small and medium-sized enterprises

What kinds of grievances can be submitted? 

Types of concerns may include (but are not limited to): 

• Environmental damage or risk (e.g., deforestation, land degradation, harm to biodiversity) 
• Social harm or exclusion (e.g., marginalization of vulnerable groups, gender-based discrimination) 
• Violations of Free, Prior, and Informed Consent (FPIC) 
• Disputes over participation or benefit-sharing 
• Labour violations under programme contractors 
• Corruption, misuse of funds, or ethical misconduct 

This list is not exhaustive, and all concerns related to actual or anticipated negative impacts from programme activities are welcome. 

When to submit a complaint? 

As soon as you experience – or reasonably anticipate – a negative impact related to the programme. Raising your concern early enables a faster response and reduces risks of further harm.  

What to include in a complaint? 

To facilitate review and resolution, please provide: 

• Your name and contact details  
• Description of the issue 
• Date/time and location of the incident (if applicable) 
• Names of people or organizations involved 
• Any actions already taken to address the issue  

How to submit a complaint? 

• Email: Send your complaint by email to AFR-100-Programme@fao.org  
• Additional channels: Phone, WhatsApp, and other options will be made available shortly via the AFR100 Programme website. 

How will complaints be handled? 

1. Complaint registration: Acknowledge receipt within 7 working days
2. Assessment: Evaluate admissibility; request additional info if necessary
3. Stakeholder engagement: Inform relevant country and project staff
4. Resolution: Collaboratively seek fair solutions, including local actors
5. Agreement: Define resolution timeline and responsibilities
6. Implementation: Keep complainant informed throughout process
7. Escalation: If unresolved, contact the Responsible Officer

Confidentiality and non-retaliation 

FAO prohibits retaliation against any individual or group who raises concerns. Confidentiality will be maintained upon request.