######### Complaint management

The management of complaints related to the implementation of this RAP will be done within the framework of a Local Resettlement and Conciliation Commission (LRCC) already set up by the Kin Elenda Project at the level of the Municipality of Kintambo, Ngaliema et Bandalungwa. This committee will include :

- - representatives of the mayor of the concerned communes; - representatives of the mayor of the concerned communes;
- - Communal Gender, Women and Family Officer; - Communal Gender, Women and Family Officer;
- - PDMRUK Project GBV Specialist; - PDMRUK Project GBV Specialist;
- - CEP-O Environment and Social Unit Chairman; - CEP-O Environment and Social Unit Chairman;
- - representative of a women's civil society organization (which campaigns for women's rights); - representative of a women's civil society organization (which campaigns for women's rights);
- - representatives of the PAPs (including 2 women from Camp Mabile and Kasavubu Avenue - representatives of the PAPs (including 2 women from Camp Mabile and Kasavubu Avenue respectively and 1 man representing the PAPs from Nguma axe);
- - heads of Joli Parc and Lubudi quarters; - heads of Joli Parc and Lubudi quarters;
- - representative of Camp Mobile; - representative of Camp Mobile;
- - responsible for gender issues at the level of each district. - responsible for gender issues at the level of each district.

NB: The revitalization of the CLCR, by including representatives of the PAPs and those of the neighborhoods concerned by the work, will be done during the implementation of the RAP to allow the precise identification of the contact details (names, addresses and telephone numbers) of the members. The PAPs are aware of the existence of the complaint management mechanism. This favors the amicable settlement of conflicts, which is more beneficial than recourse to public courts. Thus, in accordance with NES No. 5, a total of five registers of grievances will be placed at the commune hall, at the office of Lubudi quarter, at the office of Joli Parc quarter, at the Mobile military camp office, as well as at Regideso Ozone plant site. However, the PAP has the generosity to seize the courts and tribunals of its choice. Indeed, ESS 5 requires a grievance mechanism to address grievances relating to compensation, resettlement or livelihood restoration measures. The mechanism should develop specific procedures to deal with sensitive complaints such as those relating to incidents of discrimination, harassment, sexual abuse or exploitation during the compensation process, resettlement etc. As for EAS/HS complaints, they will not be recorded in a notebook, but rather through the specific entry points set up by the Kin Elenda Project; and because of their sensitivity and the nature of these types of complaints, the Local Complaints Management Committee does not have the authority to deal with these types of complaints considered by the project to be a significant risk, and will instead have to ensure that GBV-related complaints (other than SEA/HS) may be exacerbated by the resettlement process as a result of discrimination against women under customary rules in relation to of the estate related to land assets and real estate ownership and shall ensure that they are transferred to the GBV Expert and/or the specialized NGO of the Project for adequate consideration in accordance with the specific VBG/ESA/HS complaint handling procedures put in place by the Kin Elenda Project. Mitigation and prevention measures, such as promotion and awareness-raising through specific pre- designed messages, will be developed during the resettlement process, with the addition of referral, where appropriate, to survivors who so wish to an appropriate care service. The use of the survivor- focused approach will be applied, leaving the survivor free to decide whether or not to refer her to specialized structures. Thus, in the event of a VBG/EAS/HS complaint involving Project staff, the specific procedures put in place by the Project will be applied, with multiple entry points whose popularization will be done during the various public consultations and transversally throughout the Resettlement process. It should be known that the above Grievance Management Process (GMP) will be coordinated by CEP- O, as a PIU, which is also a member of LCMC.