In a context where transparency, accountability, and stakeholder satisfaction are central to institutional requirements, having a good complaint management system is no longer enough. It is equally important to measure its effectiveness. How can you determine if your complaint-handling mechanism is truly effective? Which key performance indicators (KPIs) should you track to ensure that every complaint […]
Grievance management (GRMs) are not just bureaucratic processes, they are a cornerstone of social accountability, organizational transparency, and stakeholder trust. When implemented effectively, they empower communities, reduce risks, and build long-term credibility. However, many companies, NGOs, and institutions continue to struggle with building and maintaining efficient systems. The consequences of weak or dysfunctional GRMs are […]
Complaint management (GRM – Grievance Redress Mechanism) is a strategic challenge for the public sector. Yet, many administrations still rely on manual, time-consuming, and opaque processes. The consequences? Eroding public trust, prolonged resolution times, and limited traceability of corrective actions. Digitizing GRM has emerged as a critical solution to modernize administrations, enhance transparency, and improve […]
In today’s landscape, transparency and social accountability aren’t just corporate buzzwords they’re non negotiable. Yet many organizations still struggle to manage stakeholder complaints effectively. That’s where grievance tracking software proves invaluable. Designed to capture, process, and resolve complaints efficiently, these systems transform feedback into actionable insights. In 2025, organizations are looking beyond basic ticketing systems. […]
The digital grievance redress mechanism (GRM) has become an essential tool. In 2025, transparency, accountability, and trust will no longer be mere perks for organizations; they will become essential strategic pillars. Whether for businesses, NGOs, or public institutions, grievance management plays a crucial role in their reputation, compliance, and overall performance. In this context, the […]
This blog will explore the expectations and successful implementation of the GRM Digital Platform for EDSA. We’ll discuss the background of the project, the objectives, the methodology, and the impact it has had on grievance redress in Sierra Leone’s energy sector. By delving into the specifics of the ESURP-AF and ESLEAP projects, we will highlight […]
Learn how the ECOWAS Complaint Management System has transformed competition regulation and consumer protection across West Africa, ensuring a fair and efficient market. Introduction In 2007, the Economic Community of West African States (ECOWAS) set out on a journey to transform competition regulation in West Africa. By adopting a Regional Competition Policy Framework (RCPF), ECOWAS […]
Implementing a Grievance Redress Mechanism (GRM) is no small feat, especially when it comes to a project as expansive and impactful as the Resilient Urban Sierra Leone Project (RUSLP). Funded by the International Development Association (IDA) of the World Bank, this initiative by the Government of Sierra Leone aims to bolster urban management, service delivery, […]
Gender-Based Violence (GBV) remains one of the most pressing issues impacting women’s social, economic, political, and cultural development globally. To combat this pervasive issue, mGBV has developed a one-stop shop application designed to empower women and secure their futures by ending violence. This blog delves into the expectations of the mGBV Complaint Management System, its […]
When it comes to legal systems, efficiency and transparency are paramount. The WAEMU (West African Economic and Monetary Union) Court of Justice recognized this need and embarked on a mission to revolutionize their complaint management processes. Established under Article 38 of the WAEMU Treaty, the Court has been a guardian of legal order since January […]
