The Complaint Management Mechanism (MGR) sensitive to EAS/HS1 is a process that aims to prevent, neutralize and resolve tensions and conflicts between stakeholders in order to achieve the expected results of the PRRPB in general and of the sub-projects in particular. In addition, this mechanism must also respond to potential EAS/HS complaints that may arise during the implementation of the project.

This MGR manual is an important and unique document for handling complaints/claims within the PRRPB and remains dynamic to adapt to the realities on the ground throughout the life cycle of the project.