(i) respond to requests for information or requests for project design change,
(ii) receive and resolve complaints, and
(iii) address and resolve grievances in a timely, effective and efficient manner that satisfies all parties involved.

The VARS Complaint Form is available online, with Chiefs at the target settlements or through calling the project management unit on 
M: +(678) 555 1551 or M: +(678) 774 9233 or via email: This email address is being protected from spambots. You need JavaScript enabled to view it.

The Help Desk at the project management unit is established to receive your calls or email and will help project stakeholders to receive
information or register a request for design change or to resolve any concerns that may arise as a result of the project. Environmental and Social Management Framework (ESMF):

The VARS ESMF has been prepared to assess and manage the environmental and social risks and impacts of the project. The framework provides guidance to the MoLNR and its project management unit to ensure that environmental and social assessments and other safeguard requirements will be carried out in compliance with national regulations and in accordance with the World Bank’s Environment and Social Framework. 

Environmental and Social Commitment Plan (ESCP) : The ESCP sets out the material measures and actions that the VARS project will meet to apply the World Bank’s Environmental and Social Standards over the project lifecycle. The ESCP will form part of the VARS project and World Bank legal agreement. 

Stakeholder Engagement Plan Waste Disposal: The project will prepare, disclose and implement site specific stakeholder engagement
plans prior to commencing project activity.

The attached stakeholder engagement plan as prepared specifically for the Waste Disposal activity, which was carried out in November and December 2023, when 82 truckloads of solid waste were removed from 4 target informal settlements in Port Vila.

*The International Development Association (IDA) was established in 160 with aim to reduce poverty by providing
zero to low-interest loans (called “credits”) and grants for programs that boost economic growth, reduce inequalities and improve people’s living conditions.