A complaint can be registered directly at the project activity site, councils in close proximity of project activity sites, beneficiary city councils, or the RUSLP PMU c/o the Fiscal Decentralization Division of the Ministry of Finance through any of the following modes and, if necessary, anonymously or through third parties by:

1. Online through the GRM system at https://ruslp.org 
2. Telephone (toll-free line)
3. Mobile phone (WhatsApp, text or voice, or picture for additional evidence)
4. E-mail
5. Letter to the PMU and the respective GRCs
6. Complaint form to be lodged at any of the locations listed in Annex 5
7. Suggestion box at the various uptake locations

Once received through all of these channels, the grievances will be processed according to the Grievances Resolution Procedure outlined in Section 6.0 below.

The Project shall establish a system or database that will be used to document all grievances received eg digital platform, MIS, etc, and tracked to check whether resolutions at the various levels are taking place. It shall also serve the purpose of providing grievance data on the entire project including at the sub-project levels.

The RUSLP PMU, through the Gender and GBV Specialist, will put in place additional measures to handle sensitive and confidential complaints, including those related to Sexual Exploitation and Abuse/Sexual Harassment (SEA/SH).

The City Project Implementation Teams (CPITs) and local authority structures are expected to coordinate and facilitate complaints through any of the listed channels with the telephone expected to be the most widely used.