1. SCOPE

1.1. The scope of the Project-level GRM is to address grievances related to the social and environmental impacts of the Project activities in a timely and efficient manner.
1.2. Grievances related to other topics should be referred to the appropriate mechanisms.
1.3. The Project-level GRM does not replace existing national redress mechanisms or the mandate of the UNDP procedures on complaints review.

2. MANDATE

2.1. The mandate of the Project-level GRM is to receive and seek to resolve complaints about actual or potential environmental or social harm to the affected person(s) arising from the Project. The GRM can also accept/review complaints by workers concerning labour and working conditions. In its accessibility to complainants and its responses to complaints, the GRM will be gender-responsive, culturally sensitive, non-discriminatory, and inclusive. Complaints related to sexual abuse and exploitation (SEA) will be treated in a survivor-centered manner and ensure referrals for safe and survivor assistance.
2.2. The Project-level GRM will ensure:
(i) an accessible, predictable, and transparent procedure for receiving and responding to complaints;
(ii) direct engagement and dialogue with complainants to clarify issues and interests and develop acceptable responses;
(iii) equitable and rights-compatible resolution of complaints, including contribution to remedy for environmental or social harm demonstrably caused or contributed to by the Project;
(iv) opportunity for learning from complaints and their resolution in ways that contribute to improved management of environmental and social risks and ensure alignment with UNDP's Social and Environmental Standards as well as applicable laws, regulations, and policies.

3. ELIGIBLE COMPLAINTS

3.1. To be eligible for the Project-level GRM, the complaint must pertain to a Project and its activities after the signature of the Project Document and before the Project closure, indicate how the Project has/may contribute to social or environmental harm and be made by people who could be affected by the harm referenced (or by an authorized representative).
3.2. The Project-level GRM cannot respond to anonymous grievances. However, complainants may request and receive confidentiality.
3.3. If the complaint is related to Sexual Exploitation and Assault (SEA), the record-keeping and information sharing about SEA survivor assistance will adhere to the 'do no harm' and confidentiality principles, and the survivor's personally identifiable information will remain confidential unless the victim expressly consents to it being shared. Such cases, may be referred to relevant investigative/assistance bodies.
3.4. With the complainant’s agreement, the Project-level GRM will refer requests alleging non-compliance with UNDP fraud or corruption to the UNDP Office of Audit and Investigations (OAI) or the relevant national authority(ies).
3.5. The complainant may also decide to refer the case to the Stakeholder Response Mechanism (SRM) at Country Office Level or Global UNDP SRM.

4. STEPS FOR SUBMISSION AND REVIEW OF THE COMPLAINT

4.1. The complaint may be submitted to the GRM online using an email: complaints.eep.am@undp.org, paper-based at UN House (Address: 14 Petros Adamyan Street, Yerevan, Armenia), or via telephone: +37495993393. The complainant may also submit a complaint in person to the Project Manager or other Project team member.

The energy management system is a part of the complete management system of a country, province, community or a company, which aims to ensure reliable, stable and affordable energy supply. It includes planning, organization, operation and maintenance of equipment and systems of energy production, transportation, distribution, storage and consumption processes, as well as the constant availability of consumption indicators and the provision of cost-effectiveness.

EMIS is a software tool that combines building thermal-technical data and energy consumption indicators, monitors energy efficiency indicators, and enables automatic compilation of reports on energy consumption, energy saving and greenhouse gas emission (reduction) in the building. The tool will become available through an online application.

It is a database-driven program consisting of hydrometeorological data tables of energy consumed and/or produced/delivered in buildings (hourly, average daily, monthly, annual quantities), consumed water and outdoor/indoor air.

EMIS enables to:

• Continuously update and maintain the general database on the building, district/AD, community/city, province, country.
• Continuously enter and track all types of energy and water consumption data in buildings.
• Calculate and compare energy consumption indicators according to user-selected buildings and independent variables entered or available in the database, and actual current parameters. The system can monitor and set targets for energy costs and energy savings for an individual building or a group of buildings, as well as generate reports according to user preferences or existing templates.

The system will be launched within the “De-risking and Scaling-up Investment in Energy Efficient Building Retrofits” Project implemented by the United Nations Development Program Armenia Office financed by the Green Climate Fund, under the coordination of the RA Ministry of Environment.

The partner in the implementation of the Project component "Building sector monitoring, reporting and verification (MRV) and knowledge management" is the Environmental Project Implementation Unit of the RA Ministry of Environment.

Beneficiaries of the project include public building users and residents of residential buildings, building energy performance (BEP) specialists, energy managers, energy auditors, certification bodies, potential borrowers, commercial banks, international donor organizations and other public and private stakeholders.

The system has the following types of users:

• The person responsible for technical matters in the building mainly uses the EMIS for data recording and control.
• Building energy manager (household energy manager) - mainly uses the EMIS for checking and entering data.
• Community Energy Manager (responsible for a group of buildings that belong to the community/administrative district/agency/province) uses EMIS as one of the main energy management tools.
• Manager/supervisor (access to all data) - primarily uses the EMIS to view and analyze energy consumption and GHG emissions reports and trends.
• Guest - explores publicly available data.
• System Administrator - a person who provides technical support in software, maintenance, user and database management.

The accounting systems of the energy supply companies ("ENA" CJSC, "Gazprom-Armenia" CJSC), "Veolia Jur" and the Hydrometeorology and Monitoring Center will provide the system with data on energy consumption, water consumption and relative air humidity on a daily, weekly and monthly basis. The memoranda signed with "ENA" CJSC, "Gazprom-Armenia" CJSC, "Veolia Jur" and the Hydrometeorological Service will serve as basis for the establishment and ongoing operation of the EMIS.

It is planned that 320 public (health, educational, cultural and other) buildings of Yerevan will be included in the EMIS, after which the public buildings of the communities included in the Covenant of Mayors may be included, and later also the public buildings of the entire Republic. The necessary information about the program is available on the website www.mershenq.am.

The building sector in Armenia is one of the biggest consumers of energy. Most of the buildings in Armenia were built during the Soviet years, when the EE requirements were mostly ignored. According to the RA energy balance 2020, households are the main and largest consumer of final energy - about 34%.

According to the National Cadaster of Greenhouse Gases 1990-2017 report, the direct GHG emissions of the housing sector make up more than 18% of the emissions of the energy sector, and about 8% in the commercial institutional subcategory. The average consumption of thermal energy for heating new residential buildings in Armenia is 185 kWh/m2 per year, and its consumption in old buildings is significantly higher.

The subgroup of buildings with energy saving potential in Armenia is panel buildings with 4,400 buildings. The project will lead to significant energy savings and, as a result, reduction of GHG emissions (about 1.4 million tons of CO2 over the 20 years of investments), creation of "green" jobs and reduction of energy poverty reduction.

UNDP in Armenia has a new vacancy Civil Engineers (up to 3 experts). For details visit to this link.

UNDP Armenia is seeking proposals for Technical Supervision of Energy Efficiency and Renewable Energy Measures in 47 public buildings. This is a great opportunity to contribute to Armenia's sustainable future. For details visit this link.