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Contacts

Our contacts
Ministry of Energy of the Kyrgyz Republic
Address: Bishkek, Zhibek Zholu Ave, 326

Email: minenergo@mail.gov.kg

Phone: +996 312 670178
Project Management Office
Address: Bishkek, Zhibek Zholu Ave, 326
E-mail: pmo.kambarata@gmail.com

Phone: +996 552 991 233

Local level contacts
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Grievance Redress Mechanism
1. General Provisions of the Grievance Redress Mechanism
  1. The Grievance Redress Mechanism (hereinafter – GRM) is an integral part of the institutional framework related to environmental and social safeguards.
  2. In accordance with the requirements of the Environmental and Social Standard 10 (hereinafter – ESS10) of the World Bank, the Project Management Office (hereinafter – PMO) applies the GRM for the “Technical Assistance for the Kambarata-1 Hydropower Project” (hereinafter – the Project). The GRM is a process for receiving timely and objective information, assessing, reviewing, and resolving grievances (including statements, proposals, complaints, requests, and positive feedback) related to Project implementation. The GRM helps streamline the intake, processing, and resolution of complaints that may arise in the course of project activities.
  3. The GRM is designed to ensure that both direct and indirect beneficiaries of the Project can submit their concerns, suggestions, and complaints throughout all phases of implementation. This will enable timely resolution of issues without incurring additional costs and ensure prompt and efficient responses. The mechanism allows for effective resolution of problems and appropriate handling of submissions at all stages of the Project.
  4. The process and responsibilities for resolving complaints and submissions shall comply with the Law of the Kyrgyz Republic “On the Procedure for Considering Citizens’ Appeals” dated May 4, 2007, No. 67.
  5. The core principles of the GRM are to ensure:
  • Protection of the fundamental rights and interests of local communities;
  • Adequate resolution of issues arising during Project implementation;
  • Compliance with ESS10 of the World Bank;
  • Transparency of grievance-handling procedures;
  • Timely feedback to complaints;
  • Protection of the rights to benefits and/or livelihoods of vulnerable groups.
2. Key Objectives and Tasks of the GRM
  1. The objectives of the GRM are to:
  • Achieve mutually acceptable solutions that satisfy both the Project and local communities, resolving grievances at the local level in cooperation with the complainant;
  • Facilitate smooth implementation of documents such as the Resettlement Plan, Corrective Action Plan, and the Comprehensive Social Due Diligence Report, while reducing the need for protracted litigation and preventing implementation delays;
  • Contribute to local development by ensuring transparency in decision-making and accountability to complainants and the broader community.
2. The tasks of the GRM include:
  • Registering, verifying, reviewing, monitoring, and responding to complaints or submissions related to social, environmental, and other issues associated with the Project;
  • Reaching mutually agreed-upon resolutions that satisfy both the Project and affected parties, resolving complaints on site through stakeholder consultation;
  • Supporting local development while maintaining transparency and establishing accountability to complainants;
  • Establishing feedback mechanisms with the local community;
  • Managing sensitive complaints related to Sexual Exploitation and Abuse/Sexual Harassment;
  • Enabling increased participation of women and vulnerable groups, allowing them to voice their opinions.
Grievance Resolution Process
Level 1 – Local Level
Complaint Submission
Complaint Submission
At the local level, grievances and concerns are handled by designated specialists on the ground. If necessary, complaints may be reviewed by a dedicated grievance resolution committee.
Form of Submission
Form of Submission
Oral or written
Complaint Handling / Management / Procedures
Complaint Handling / Management / Procedures
The Project Management Office staff member is responsible for registering the complaint and the resolution outcome in the unified GRM log. If the complainant is not satisfied with the outcome at Level 1, the complaint is escalated to Level 2, and the complainant is notified accordingly.
Timeframe for Review (from date of registration)
Timeframe for Review (from date of registration)
14 working days
Level 2 – Central Level
Complaint Submission
Complaint Submission
At the central level, grievances and concerns are reviewed by a designated grievance resolution committee. The central-level committee may engage external experts or seek guidance from the Deputy Minister of Energy of the Kyrgyz Republic.
Form of Submission
Form of Submission
Written
Complaint Handling / Management / Procedures
Complaint Handling / Management / Procedures
The PMO staff member is responsible for registering the grievance and providing justification for its escalation to Level 2.
A unified grievance log is maintained and monitored by the PMO in Excel format and stored in a cloud-based repository.
The complainant is notified of the decision made by the central-level committee.
Timeframe for Review (from date of registration)
Timeframe for Review (from date of registration)
14 working days
Contact Information for Submitting Grievances and Inquiries
E. Imanaliev Ayil Aimak, Toktogul District
Address: Kyzyl-Özgörüsh village, Borbuev A. Street 16
Contact Person: Seyitbek Orozbekov
Phone: +996705445703
Email: kyzyl_ozhoruw_ao@mail.ru
Toluk Ayil Aimak, Toktogul District
Address: Almaluu village, Estebes Street 13
Contact Person: Kurmanbek Masylbaev
Phone: +996507766600
Email: toluk.17@mail.ru
Sary-Kamysh Ayil Aimak, Toktogul District
Address: Birlik village, Boz-Talaa Street 22
Contact Person: Bekturgan Mamytov
Phone: +996700838442
Email: sarykamysh.ao@mail.ru
Atay Ayil Aimak, Toguz-Toro District
Address: Kazarman village, Togolok Moldo Street 53
Contact Person: Anarbek Berdibek uulu
Phone: +996500165218
Project Management Office
Address: 326 Zhibek-Zholu Street
Phone: +996552991233
Email: pmo.kambarata@gmail.com
Feedback Mechanism
This section is designed to facilitate the submission of electronic communications from all interested parties. Should any concerns or issues arise regarding the project's activities, individuals are encouraged to submit their feedback.
In their electronic submission, applicants are required to clearly outline the nature and grounds of their communication, and, if applicable, provide copies of relevant supporting documents.
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Project Management Office
Address: Bishkek, Zhibek Zholu Ave, 326
E-mail: pmo.kambarata@gmail.com
Phone: +996 552 991 233
Ministry of Energy of the Kyrgyz Republic
Address: Bishkek, Zhibek Zholu Ave, 326
Email: minenergo@mail.gov.kg
Phone: +996 312 670178
Ministry of Energy of the Republic of Kazakhstan
Address: Astana, Kabanbay Batyr av. 19, Block A
Email: kence2@energo.gov.kz
Phone: +7 7172 786981
Ministry of Energy of the Republic of Uzbekistan
Address: Tashkent, st. Isticball, 21
Email: info@minenergy.uz
  • Phone: +998 71 2318118