The UNEP Sustainable Mobility Unit (SMU) is committed to avoiding and/or minimizing unintended harm that may be caused by the Unit’s work directly or indirectly. Anyone negatively affected by the work of the UNEP SMU can report grievance. A grievance is any concern, complaint or report about adverse impacts you and/or other affected communities have experienced.
What is a grievance mechanism?
A grievance redress mechanism (GRM) is a way to record and resolve grievances. This grievance mechanism is designed to provide space for the submission of grievances concerning projects implemented within the remit of the UNEP Sustainable Mobility Unit. The mechanism aims to be accessible, predictable, equitable, transparent, rights-compatible, a source of continuous learning and based on engagement and dialogue.
How to submit a grievance:
If you have a concern over a specific SMU project or activity, it is advised that you try to raise it with the relevant SMU Project Manager first. If you do not have direct access to the project manager, another relevant stakeholder, or you would prefer not to, you can write to: unep-mobility@un.org.
If you are unable to contact the project manager, would like to submit an anonymous grievance or want to escalate the matter, you can fill in the form linked below. If the form below is not accessible, please notify us via the email above.
Please note, the mechanism will not consider grievances or complaints with the following characteristics:
- It is not related to the SMU’s actions or omissions during the design and the implementation of projects within the Global Programme for Sustainable Mobility.
- Two or more years have passed since the incident occurred.
- It is frivolous, malicious, trivial or generated to gain competitive advantage.
- It is about non-operational housekeeping matters, such as finance and administration.
- It is the responsibility of other parties such as the government of a project country, another unit within UNEP or an implementing partner. In such cases, SMU will seek permission from the complainant to share the relevant details with the correct stakeholders.
- It is about matters already considered by the grievance mechanism unless new evidence is presented and unless the subsequent grievance can be readily consolidated with the earlier.
When should you expect a response?
SMU aims to provide detailed responses or next steps within 30 business days. You will be notified about the progress and outcome of your grievance through the contact method you provide.
GRM Form
Personal data shared through this form will be used solely for the purpose of assessing and addressing the grievance, stored securely with restricted access, and retained only for as long as necessary to manage the case and meet UNEP’s reporting obligations, in line with UN data protection principles. By completing this FORM, you consent to UNEP storing your personal data for the purposes of managing this grievance.
Process
1. Submission of Grievance
- Individuals submit concerns via email or the form (MS Form on the website).
- Confirmation of receipt issued within 10 working days (unless anonymous).
- Individuals submit a relevant concern directly to the project manager.
- Immediate confirmation. Resolve directly if possible. If not possible, log in the grievance mechanism and indicate wait time for formal resolution (approx. 20-30 days).
2. Screening & Categorization (Within 10 Working Days)
- Nominated colleague monitors the grievance inbox to ensure all grievances are logged in a simple tracker (Excel spreadsheet). They could check ad-hoc but are mandated to review at least twice a month.
- Grievances are categorized by type (social, environmental, safety, programme management, other) and level of urgency based on the available information.
- Urgent issues (e.g., safety risks) should be flagged for immediate action (meeting with team leads to share core issues and discuss way forward).
3. Assessment & Action Planning (Within 10 Working Days)
If not deemed urgent, a designated staff member/GRM Focal point reviews the grievance, consults relevant colleagues, and determines required actions. If more information is needed, the complainant is contacted (if possible).
4. Resolution & Response (Within 30 Working Days)
Actions are implemented (e.g., mitigation, mediation, investigation, or programme adjustment). A written response is provided to the complainant summarizing:
- Findings
- Actions taken
- Expected follow-up
- Opportunities for review if unsatisfied (escalation).
5. Escalation Option
If the complainant is not satisfied with the response they can indicate as such. The team commits to reviewing and updating based on the feedback within 10 days. Following a secondary review, should the complainant still be unsatisfied, they will be directed towards the UNEP SRM mechanism.
UNEP has a Stakeholder Response Mechanism (SRM). The operating procedures establish the process and guidelines for United Nations Environment Programme's (UNEP's) Stakeholder Response Mechanism through an Independent Office for Stakeholder Safeguard-related Response (the IOSSR).
The SRM serves as a complementary mechanism to local grievance redress processes and mechanisms that are established for UNEP projects and programmes. Local grievance mechanisms are to be the first point of contact for stakeholders who may be adversely affected by a UNEP project or programme. In the event that such concerns are not resolved at the project level, stakeholders may access UNEP’s SRM.
Project concerns may be raised using the feedback form.
6. Close-out and Reporting
- Final status recorded: resolved, unresolved, referred, closed by complainant.
- Lessons learned are reviewed bi-annually to improve programme practices (May and November).
- Aggregate, anonymised information on grievances and responses may be shared in programme reporting to promote transparency and learning.
