Mechanism for dealing with complaints related to the Project "Emergency response to COVID-19 in the Republic of Belarus"

The mechanism for dealing with complaints (appeals) related to the implementation of the Project "Emergency response to COVID-19 in the Republic of Belarus" (hereinafter - the Project) is regulated by the Framework Document for Environmental and Social Protection Project "Emergency Response to COVID-19 19 in the Republic of Belarus ”, approved by the Minister of Health of the Republic of Belarus on 4.09.2021, and defines the procedure for receiving, evaluating and considering applications from individuals and legal entities that are covered by the Project.

This grievance redress mechanism allows for anonymous filing of grievances in accordance with the World Bank's environmental and social standard ESS10.

GRM management within the framework of the Project is carried out by the Project Management Department  of the State Institution "Republican Scientific and Practical Center for Medical Technologies, Informatization, Management and Economics of Health Care" (hereinafter - RSPC MT).

Complaints (appeals) can be submitted at any time during the implementation of the Project in accordance with the Law of the Republic of Belarus dated July 18, 2011 No. 300-З "On Appeals of Citizens and Legal Entities".

The GRM does not apply to procurement-related complaints. Procurement-related complaints are handled in accordance with the World Bank's FIP Borrower Procurement Rules (4th Edition), November 2020.