Social accountability tools are increasingly recognized as a means of improving service delivery and governance in World Bank-supported projects. Social accountability is an approach that relies on civic engagement in that citizens participate directly or indirectly in demanding accountability...

This note aims to provide project teams with a better understanding of grievance redress mechanisms (GRMs) so that they can help borrowers design GRMs that effectively collect and respond to stakeholders inquiries, suggestions, concerns, and complaints. Grievance redress systems can be designed...