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60. Recording and processing of grievances: All submitted complaints and grievances will be entered into a database/project files which will be updated regularly. Each complaint and grievance should be ranked, analyzed and monitored according to type, accessibility and degree of priority. The status of grievances submitted and grievance redress will be reported by ESU/DPWT. Right of local authority, mass organization, and/or individual to file the greivance and receive attention will be publicly informed/communicated to the local residents and general public through appropriate media (website, leaflet, etc.).

61. Communities and individuals who believe that they are adversely affected by a WB supported project may submit complaints to existing project-level grievance redress mechanism or the WB’s Grievance Redress Service (GRS). The GRS ensures that complaints received are promptly reviewed in order to adddress project-related concerns. Project affected communities and individuals may submit their complaints to the WB’s independent Inspection Panel which determines whether harms occurred, or could occur, as a result of WB non-compliance with its policies and procedures. Complaints may be submitted at anytime after concerns have been brought directly to the WB’s attention, and Bank Management has been given an opportunity to respond. For information on how to submit complaints to the World Bank’s corporate Grievance Redress Service (GRS), please visit www.worldbank.org/grs. For information on how to submit complaints to the World Bank Inspecition Panel, please visit www.inspectionpanel.org.

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  For road maintenance, ESD/PTI will (a) prepare a clear process to integrate safeguard measures into all type of road maintenance either under the responsibility of DPWTs or other divisions of DoR (i.e. National roads, rural road regions, 1, 2, 3, 4) and (b) develop a specific guideline for road maintenance in PA, PFA, and other sensitive receptors.
  

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  After the revised Decree 192 has been approved, ESD/PTI will revise the ESOM in close consultation with MoNRE agencies and PONRE including development of specific guidelines for road works (road improvement, road upgrading, road rehabilitation, and new road) focusing on the following key areas (i) works in PA, PFA, and other sensitive receptors, (ii) development of good quality of construction material sources (quarries and borrow pits) as suggested by WB, (iii) community actions on road safety measures, (iv) RoW management including registration of encroachment activities, and (v) compensation procedures for road sector. In the process ESD/PTI will conduct case studies to carry out specific action research in close consultation with DPWT and key agencies. A Safeguard Coordination Working Group (SCWG) on road sector will be established to ensure effective coordination among agencies during the updated of ESOM and development of these technical guidelines.
  

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  In consultation with WB safeguard specialists, ESD/PTI will conduct safeguard training to concerned staff of DoR and DPWT of the Project province at least 1 time/year to ensure effective implementation of safeguard measures. Effort will be made to engage local authority (PONRE/DONRE), local mass organization, and/or local community to assist in monitoring performance of the contractor especially in areas that are sensitive and likely to be affected by the subproject activities and workers. To enhance effectiveness of safeguard training and sustainability of monitoring efforts, ESD/PTI will develop and implement a Training-of-Trainer (TOT) for facilitating systematic training and application of safeguard on road works. Qualified national and/or regional consultant will be hired to establish and implement the TOT program.
  

64. Consultant:It is expected that an international and a qualified national/regional consultant will be mobilized to assist ESD/PTI undertaking the capacity building activities including updating ESOM in close consultation with MoNRE agencies and the provinces.