ҚОРҒау шаралары бойынша ұлттық ЖҮйені күшейту және қолдану-қОҒаммен кеңесу және шағымдарды шешу механизмі

Complainants or concerned individuals can visit, call or send a letter or e-mail or fax to community akimat, grievance focal point at CCs and CSCs, GRC Coordinator at Kazautozhol regional branch.

(b) Sorting of Grievances

Upon receipt of grievances, the GRC coordinator at regional level shall sort the grievance according to the following categories.

This type is non-contentious and merely requires clarification or a response. This may be answered at the point of intake by staff of CC, CSC, community / rayon / oblast akimat, or by mediators / NGOs after Kazautozhol and PMC concurrence.

This type of complaint cannot be handled under the project’s grievance redress mechanism. For such cases, the complainant should be referred to the appropriate state entity of IFI’s project team to get information and support in lodging the grievance.

(c) Grievance Processing

Queries and complaints that are clarified and resolved at the intake point are closed immediately.

• 
  holds meetings on bi-monthly basis, however special ad hoc meetings can be arranged, as needed;
  
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  discusses the grievance case within ten working days and recommend its settlement to parties.
  

GRC coordinator at regional level circulates relevant information among the members of GRC, and ensures actions and decisions are properly documented.

The GRC at central level:

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  holds meetings on monthly basis, however special ad hoc meetings can be arranged, as needed;
  
• 
  discusses the grievance case within twenty working days and recommend its settlement to parties.
  

GRC coordinator at central level circulates relevant information among the members of GRC, and ensures actions and decisions are properly documented.

(d) Feedback Provision

At the regional level:

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  for grievances lodged in the office or via phone to the GRC coordinator at regional level the acknowledgement of grievance receipt will be confirmed immediately;
  
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  for mailed, e-mailed or faxed grievances acknowledgement of receipt will be provided by GRC coordinator at regional level not later than 3 working days.
  
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  in case the grievance is not related to project activities or impacts generated due to the project implementation and cannot be considered under this GRM Guideline feedback will be provided to the complaining party to which entity (community / rayon / oblast level akimat, as relevant) it has been forwarded.
  

Grievance receipt will be acknowledged, as well as response / recommendation will be provided to complaining party through preferred mode of communication mentioned in grievance registration form.

At the central level:

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  if the grievance was resolved, the complaining party will be informed on the outcome of grievance resolution;
  
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  if grievance was not resolved by the GRC at central level, appropriate information will be provided to the complaining party, including details why the case was not resolved, as well as recommendation to seek for resolution through the legal system of the republic of Kazakhstan.
  

For anonymous grievances or in cases when the complainant refused to provide contact details, the information on status of grievance redress and outcomes resolution process, will be posted on the information boards of relevant regional branch of Kazautozhol and relevant community / rayon / oblast akimats. Outcomes of the grievance resolution process will also be documented in the grievance database and reflected in the project periodic progress reports.

MONITORING AND REPORTING

Grievances shall be captured for monitoring and reporting using the Grievance Registration Form and logbooks of the parties of GRM at regional level. The GRC coordinator at regional level will monitor the grievance resolution process, and prepare a summary report on GRM, which will be included in its quarterly progress report. The GRC coordinator at central level will collect data from the GRC coordinators at regional level, undertake monitoring of the overall GRM process, track timelines of grievance resolution, recommend corrective actions to GRC coordinators at regional level (as needed), and prepare a summary report on GRM, which will be shared with CoR (and IFIs, as needed) on quarterly basis. In addition, the GRC coordinator at central level will maintain a centralized grievance database for all road sector projects funded by IFIs and will update that on monthly basis.

Disclosure of Grievance Redress Procedure

Community consultations shall be carried out by CCs and CSCs at the beginning of each project (commencement of construction at each section of the road). These consultations shall be carried out under the coordination and supervision of the GRC coordinator at regional level to ensure people’s awareness of the availability of the GRM, steps of grievance resolution as well as contacts and locations of focal points to be approached in case of grievance.

MEMBERS OF REGIONAL GRCs – COntact DETAILS

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  Tuganova A., Deputy Director of the Branch of JSC NC Kazautozhol
  
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  Sheraliev B., Lawyer of the Branch of JSC NC Kazautozhol
  
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  Lee Sang Koo, Resident Engineer of DOHWA
  
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  Isakova M., PMC, SAI Consulting
  
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  Ibraev B., PMC, SAI Consulting
  
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  Tazhieva S., Specialist on Social Issues, Lavalin
  
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  Bashanov B., Head of the Department of Land Relations of Ryskulov rayon
  
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  Bekezhanov N., Chief Specialist of Department on Land Relations of Zhambyl rayon
  

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  Krykbaev N., Deputy Director of the Branch of JSC NC Kazautozhol
  
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  Osin K., Local Expert on Public Relations, PMC, Zhol Sapa
  
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  Novossadova N., Local Expert on Environmental Protection
  
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  Spanov T., Deputy Head of the Department of Passenger Transport and Automobile Roads of Mangystau oblast
  
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  Kaliev A., Acting Head of the Department of Passenger Transport and Automobile Roads of SE "Mangystau Rayon Department of Housing and Communal Services"
  
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  Santay R., Chief Specialist of Department on Department of Passenger Transport and Automobile Roads of SE "Karakia Rayon Department of Housing and Communal Services"
  
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  Abdikhalyk B., Chief Specialist of Department on Department of Passenger Transport and Automobile Roads of SE "Munaily Rayon Department of Housing and Communal Services"
  
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  Zeynabilov M., Director of Branch of the JSC "Cengiz Insaat Sanayi ve Ticaret Anonim Shirketi"
  

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  Omarov E., Deputy Director of the Branch of JSC NC Kazautozhol
  
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  Iskakov B., Senior Specialist of the Legal and Economic Division (laywer)
  
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  Abitbekova A., Lawyer of JV "Dena Rakhsaz / Sargin"
  
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  Abdukaparov K., Safety Engineer of JSC "Corporation Sinohydro"
  
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  Sarmanov B., Environmental Engineer of JV "Todini / Impregilo / Accord"
  
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  Moldakhmetov A., Sociologist of JV "Temelsu / Consult" (CSC)
  
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  Isakova M., Assistant Sociologist of JV "Temelsu / Consult" (CSC)
  
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  Rogera Kh., Environmental Engineer and Socilogist of JV «Smec / Zhol Sapa" (CSC)
  
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  Kulzhabaev S., Deputy Head of the Department on of Housing and Communal Services, Passenger Transport and Automobile Roads of Tulkibas Rayon
  

• 
  Zheldykbaev B., Deputy Director of JSC NC Kazautozhol
  
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  Hakan Yshgyn, Project Manager of JV Dogus / Gulsan
  
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  Usenkulov S., Assistant Engineer of DongSung / Zhol Sapa CSC
  
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  Zhumanov E., Assistant Engineer of DongSung / Zhol Sapa CSC
  
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  Giovanni Sini, Project Manager of JV Todini / Impregilo / Kazakhdorstroy
  
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  Sadvakassov N., Assistant Engineer of DongSung / Zhol Sapa CSC
  
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  Stepura A., Project Manager of JV Todini / Impregilo / Kazakhdorstroy
  
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  Cardiev T., Assistant Engineer of Shveroad / Kyupek CSC
  
• 
  Fabio Folio, Project Manager of JV Todini / Impregilo / Kazakhdorstroy
  
• 
  Balashova G., Assistant Engineer of Shveroad / Kyupek CSC
  
• 
  Kenan Kose, Project Manager of JV Evrascon / MO-1
  
• 
  Kerimkulov Zh., Assistant of DongSung / Zhol Sapa CSC
  
• 
  Vaclav T., Project Manager of JSC OHL ZS
  
• 
  Ibrayhanov S., Assistant Engineer of DongSung / Zhol Sapa CSC
  

ЖОЛ СЕКТОРЫНДАҒЫ ЖОБАЛАР ҮШІН ЭКОЛОГИЯЛЫҚ ЖӘНЕ ӘЛЕУМЕТТК ҚОРҒАУ ШАРАЛАРЫ БОЙЫНША ШАҒЫМДАРДЫ ШЕШУ МЕХАНИЗМІ БОЙЫНША АҚПАРАТТЫҚ БРОШЮРАСЫ ҚОҒАМҒА КЕНЕС БЕРУ ЖӘНЕ ШҚМ БОЙЫНША ХАЛЫҚАРАЛЫҚ КЕНЕСШІСІМЕН ДАЙЫНДАЛҒАН

подготовлено и оформлено международным специалистом по консультациям с общественностью и мрж в рамках АБР ТС-7566 REG: УСИЛЕНИЕ И ПРИМЕНЕНИЕ НАЦИОНАЛЬНЫХ СИСТЕМ ПО ЗАЩИТНЫМ МЕРАМ - КОНСУЛЬТАЦИИ С ОБЩЕСТВЕННОСТЬЮ И МЕХАНИЗМ РАЗРЕШЕНИЯ ЖАЛОБ

Prepared and designed by international community consultation and grm specialist under ADB TA-7566 REG: Strengthening and Use of Country Safeguard Systems - Community Consultation and Grievance Redress mecHAnisM