MoSD Holds Consultative Workshop to Develop the Grievance Redress Mechanism Manual
Ramallah – The Ministry of Social Development today held a consultative workshop to present and discuss the draft Grievance Redress Mechanism (GRM) Manual under the Social Development Enhancement Project, implemented in partnership with the World Bank. The workshop brought together representatives of the General Union of Persons with Disabilities, the Advisory Board for the Development of Non-Governmental Organizations, and civil society organizations working in the field of human rights. The workshop forms part of the Ministry’s ongoing efforts to strengthen a more efficient and inclusive grievance redress system that enhances service quality and promotes the principles of transparency and accountability.
The workshop was opened by Mr. Ashraf Al-Barghouthi, Assistant Deputy Minister for Administrative Development and Planning, who welcomed the participants and emphasized that strengthening the grievance redress system requires effective coordination and collaboration among all relevant stakeholders. He described the system as one of the key instruments for improving service quality and enhancing responsiveness to citizens' needs. He explained that the workshop aims to discuss the Grievance Redress Mechanism Manual and its procedures through a participatory approach to develop practical, confidential, transparent, and effective processes, with particular attention to sensitive complaints, including those related to gender-based violence (GBV), thereby strengthening public confidence in the grievance mechanism and improving its effectiveness.
Mr. Mohammad Rashid Khaled, Head of the Complaints Unit at the Ministry of Social Development, presented an overview of the Ministry’s existing grievance redress system, including the procedures for receiving, processing, and resolving complaints. He emphasized the importance of continuously improving these procedures and expanding access channels for all population groups to ensure timely responses, high-quality complaint resolution, strengthened good governance, and improved public service delivery.
For her part, Ms. Kifah Rajoub, Environmental and Social Specialist at the World Bank, presented the draft Grievance Redress Mechanism Manual, explaining that the workshop is part of a broader consultative process aimed at gathering feedback from partners and relevant stakeholders before the Manual is finalized. She noted that this process seeks to strengthen complaint intake channels and grievance handling procedures in line with international good practices.
Ms. Rajoub also presented the key components of the Social Development Enhancement Project, which aims to build a more resilient social protection system capable of responding to shocks and crises by strengthening social services for poor and marginalized households, enhancing the Social Registry and Case Management System, building the capacities of Ministry staff in the directorates, and developing a flexible emergency response mechanism in collaboration with partners.
The workshop further reviewed the core principles of the Grievance Redress Mechanism Manual, with particular emphasis on ensuring that complaint channels are accessible to all groups, especially women, children, persons with disabilities, and older persons, while establishing clear, fair, and transparent grievance handling procedures that reinforce integrity, accountability, and transparency in project implementation.
The workshop concluded with an extensive technical discussion among participants representing various institutions and professional backgrounds. Participants reviewed the draft Manual, shared technical observations and recommendations for its improvement, and emphasized the importance of maintaining close coordination and consultation among all partners to finalize a comprehensive Grievance Redress Mechanism Manual that strengthens the effectiveness and credibility of the Ministry’s grievance redress system.