28/01/2026

Over two days during the last week on January 2026, the Reform Secretariat at the Ministry of Planning and International Cooperation (MoPIC), in collaboration with the World Bank, delivered an interactive workshop titled “Government Grievance Mechanisms: National Practices and World Bank Standards”. 

The workshop brought together more than 75 participants from government ministries, institutions, and departments, including Grievance Mechanism (GM) Focal Points and Technical Focal Points involved in monitoring economic reforms and related indicators.

The workshop aimed to strengthen institutional capacities to manage grievances effectively and transparently, and to enhance reporting on grievances received and addressed in relation to reforms implemented under the Reform Matrix and Programs for Results (PforR).

During the workshop, Mrs. Ghada Shaqour, Social Development Specialist at the World Bank, presented the World Bank standards for grievance management, and introduced the Standard Operating Procedures (SOPs) developed to support the government in adopting institutional best practices.

Mrs. Sawsan Abu Al Ghanam, Procurement and Contracts Manager at the Reform Secretariat, delivered a session on procurement related grievances, covering both the national framework and relevant World Bank standards.

In the concluding session, Eng. Sajeda Ziadneh, Social Risk Specialist at the Reform Secretariat, presented the government grievance management process and international best practices, with a special focus on the Unified Grievance Reporting Template developed by the Reform Secretariat to ensure periodic and systematic reporting on grievances related to reforms.

This workshop contributes to strengthening grievance redress systems across government and supports ongoing efforts to enhance accountability, institutional responsiveness, and service delivery, in line with national reform priorities. This workshop was financed by the Jordan Growth Multi-Donor Trust Fund (Jordan Growth MDTF).

Access photos: Government Grievance Mechanisms Training | Flickr