Grievance Redress Mechanism

Your Voice Matters

Every concern, complaint, or suggestion is taken seriously. BAHP's Grievance Redress Mechanism ensures anyone affected by the project can raise an issue safely, confidentially, and with confidence it will be addressed.

Submit a Grievance Contact the GRM Team
47Grievances ReceivedSince project launch
44Grievances Resolved94% resolution rate
94%Resolved Within 30 DaysDMF target: 100%
0Escalated to ADBAll resolved at project level
About the GRM

How the Grievance Mechanism Works

BAHP's GRM is a free, accessible, and confidential system for communities, affected persons, and project stakeholders to raise concerns about any aspect of the project. You do not need to provide your name to submit a concern.

Your Safety is Protected
No one will be penalised or suffer negative consequences for submitting a grievance in good faith. Retaliation against any person for using the GRM is strictly prohibited and is itself grounds for a grievance.

GRM Process β€” Five Steps

1
Submit Your Grievance
Use any channel: this online form, the GRM hotline, in person at any district health center or PHD, or via a community village health volunteer.
2
Acknowledgement Within 3 Days
The GRM focal point acknowledges receipt and assigns a reference number. If anonymous, a public notice board posting confirms receipt at the relevant district health center.
3
Assessment & Investigation (Days 4–14)
The GRM team investigates the grievance, consulting the relevant DHT, contractor, or PHD as appropriate. The complainant is kept informed of progress.
4
Resolution & Response (by Day 30)
A written response is provided to the complainant (or posted publicly if anonymous) explaining the finding and the action taken or proposed.
5
Escalation if Unsatisfied
If unsatisfied with the resolution, the complainant may escalate to the PMU Project Director, then to ADB's Accountability Mechanism (free of charge).

Frequently Asked Questions

What kinds of issues can I report through the GRM?

You can report any concern related to BAHP, including: construction noise, dust, or damage to property; unfair treatment or discrimination in accessing project benefits; safety hazards at construction sites; concerns about the quality of health services at a BAHP-funded facility; procurement irregularities; or any other issue you believe is connected to the project.

Can I submit a grievance anonymously?

Yes. You do not need to provide your name or contact details. Anonymous grievances will still be investigated and resolved. The outcome will be posted on the public notice board at the relevant district health center or village community notice board within 30 days of receipt.

What happens if I am not satisfied with the resolution?

If you are not satisfied with the project-level response, you may escalate your grievance to the PMU Project Director (Stage 2) or to ADB's Accountability Mechanism (Stage 3). The ADB Accountability Mechanism is independent of the project and is free to use. Details are available at adb.org/who-we-are/accountability-mechanism.

Can I raise a grievance in the Lao language?

Yes. All GRM channels accept grievances in Lao language. The online form is available in both English and Lao. GRM focal points at PHD and district level all speak Lao, and interpreters for ethnic minority languages can be arranged on request β€” contact the GRM hotline to arrange.

What are the different channels to submit a grievance?
  • Online form on this page (24/7, anonymous option available)
  • GRM Hotline: 1800-BAHP-GRM (toll-free, 8am–6pm Mon–Sat)
  • Email: bahp-grm@moh.gov.la
  • In person: at any district health center GRM focal point (suggestion box available)
  • Via village health volunteer (VHV) β€” trained to collect and submit grievances
  • Postal address: GRM Focal Point, BAHP-PMU, MOH, PO Box 3460, Vientiane
How do I know my grievance was received?

If you provide contact details, you will receive an acknowledgement by phone, SMS, or email within 3 working days, including a unique reference number to track your case. If you submit anonymously, a notice of receipt will be posted at the relevant district health center within 3 working days.

Submit Online

Submit a Grievance or Feedback

Fields marked with an asterisk (*) are required. All other fields are optional β€” you may submit anonymously by leaving contact fields blank.

Minimum 20 characters. Write in Lao or English β€” both are accepted.

You will receive a reference number within 3 working days. Anonymous submissions are fully accepted β€” leave name/contact fields blank.

Contact the GRM Team Directly

GRM Hotline (Toll-Free)
1800-BAHP-GRM
8:00am – 6:00pm, Monday to Saturday
GRM Email
bahp-grm@moh.gov.la
Responses within 3 working days
PMU GRM Focal Point
Soukvilay Phanousith
GRM Officer, BAHP Project Management Unit
Ministry of Health, Simuang Road, Vientiane
+856 21 252 762 ext. 412

Provincial GRM Contacts

Phongsali PHD
+856 88 221 4567
Active
Luang Namtha PHD
+856 86 312 3456
Active
Savannakhet PHD
+856 41 214 6789
Active
Bokeo / Saravan / Sekong / Attapeu
Contact PMU GRM hotline for referral
Active
ADB Accountability Mechanism
If you are unsatisfied with the project-level GRM response, you may contact ADB's independent Accountability Mechanism directly. It is free of charge and operates independently of BAHP. Visit adb.org for details.