Grievance Redress Mechanism
Grievances of the project are addressed through a Grievance Redress Mechanism which includes 6 steps. The steps are summarized below.
To report a complaint the following should be conducted:
- Download the complaint form via [link] or scan the QR code.
- Obtain a hard copy at the front desk of Independent Consulting Engineers N.V.
- Submit your completed form via email to arelis@icesxm.com, in person at the front desk of Independent Consulting Engineers N.V (Zagersgut Road 13, Philipsburg, Sint Maarten)., or fill in the form online and click submit.
Acknowledgment of receipt will be sent within 24 hours, after which we will conduct a detailed assessment of your complaint for follow-up.
1. Registration and acknowledgement
Grievances can be submitted in-person, by email, or anonymously (e.g., drop-off box) or fill in online.
A grievance form must be completed for all submissions. Download the form on the website or get a copy at the ICE office.
An acknowledgment of receipt will be sent within 24 hours.
2. Screening of grievance and categorizing
Grievances are screened and categorized in three (3) tiers.
The tier indicates how severe the issue is, and which parties will address the complaint.
3. Handling Grievance
The investigation process ensures a thorough and objective analysis of grievances to determine its validity and any necessary corrective actions.
Some activities include conducting an initial review, fact-finding, analyzing the issue, identifying root cause, developing corrective and preventive measurements and reporting of the finding
4. Handling Grievance
The complainant will be notified of the results and solutions within 5 to 7 working days, depending on how complex the issue is.
If the grievance is proven true, the complainant will be told what actions will be taken to fix it.
If the grievance is not proven true, the complainant will get a clear explanation of why.
If the complainant is not satisfied with the solution, they will be directed to the Client for further appeal
5. Closure
The grievance will be closed in the system once fully addressed.
Feedback from the complainant will be collected to assess satisfaction.
Confidentiality will be maintained during the investigation to protect identities.
Sensitive information will be securely handled and shared only with authorized personnel.
6. Monitoring, evaluation and awareness
Complainant satisfaction will be monitored after resolution to ensure the grievance was handled well.
Grievance reports, including resolution times and performance, will be tracked regularly and shared through monthly progress reports.
Stakeholders will be regularly updated on the status and progress of their grievances.
Regular updates will be provided to project stakeholders on system performance, trends, issues, and lessons learned.
Project staff will receive training on handling grievances and understanding the system.
Awareness activities will be held for employees about the grievance process and available channels.
