Grievance Redress Mechanism

Overview & Purpose

Social safeguards protect trainees, staff, and communities from harm arising from IDEAS Project activities. The Grievance Redress Mechanism (GRM) is:

  • A channel for receiving complaints from project stakeholders.
  • A mechanism for assessing and resolving grievances fairly.
  • An avenue for escalation or appeal when unresolved.
  • A means to protect complainants from retaliation and handle sensitive cases confidentially.

Zero-Tolerance Policies

The IDEAS Project applies a strict zero-tolerance policy in the following areas. Every TSP is required to uphold this without exception:

Gender-Based Violence

Zero tolerance for GBV, sexual harassment, and sexual exploitation and abuse.

Discrimination

Zero tolerance for discrimination against persons with disabilities, religious discrimination, and ethnic discrimination.

How to Submit a Complaint

Information Required for a Complete Submission

To ensure your complaint can be properly assessed, please provide the following details:

  • Full NameRequired
  • Phone NumberRequired
  • Sex & Disability StatusRequired
  • Training Center NameRequired
  • Your DesignationRequired
  • The Complaint ItselfRequired
  • Center Manager's Name, Email, & PhoneRequired

Types of Project-Related Complaints

Complaints can arise from many areas of the training process, including:

  • Stipend-related complaints
  • Disqualification from taking exams and certification
  • GBV and sexual harassment
  • Poor or unconducive training environment
  • Forms of discrimination
  • Witch-hunting or reprisal actions against complainants

Grievance Redress Levels

Initial complaints shall be documented and addressed at the Training Service Provider (TSP) level. The TSP is responsible for documenting and forwarding complaints through the correct channel while maintaining confidentiality.

Unresolved or unsatisfactory complaints shall be escalated to the National Programme Coordination Unit (NPCU). TSPs must escalate unresolved complaints without delay and protect complainants from any form of retaliation.

Why Trainee Stipend Payments Fail

Stipend payment failure is one of the most common sources of trainee complaints. TSPs should proactively screen for the following causes before submitting a payment sheet.

Attendance Issues
  • Trainee failure to meet the minimum 65% attendance mark.
Incorrect Bank Details
  • Incorrect or incomplete bank account number.
  • Wrong bank name.
  • Unverified changes to a trainee's bank account name.
Unsupported Account Types
  • Use of another person's bank account.
  • Use of phone-number-backed/student accounts.
  • Use of fintech/digital wallets (Opay, MoniePoint, Kuda, PalmPay).
  • Use of microfinance bank accounts.

Need to Raise a Complaint?

You can reach out anonymously and confidentially, 24/7 through the following channels:

Toll-Free Line

08000020600

Anonymous & Confidential

Email

ideasprojectgrm@gmail.com

Send your detailed complaint

WhatsApp

08134895725

Strictly WhatsApp Only

Level 1: Icarella Childcare Services Ltd

For immediate resolution, please contact your Training Service Provider (TSP) first:

TSP Email

complaints@icarella.com

Direct email to Icarella

TSP Hotline

09047568004

Call or WhatsApp Icarella directly