Grievance Procedure

KP Impact Challenge (KPIC) Project

Dear Candidate,

The KP Impact Challenge (KPIC) project is a province-wide collaboration between LUMS

School of Education and the Directorate of Youth Affairs, Government of Khyber
Pakhtunkhwa. The aim of this project is to achieve excellence in job creation by imparting
entrepreneurial skills and dispersing grants judicially to enable young entrepreneurs to start
their ventures.

For candidates who are not happy with the evaluation results, there is a Grievance
Procedure in place through which they can file a complaint if they disagree with the
evaluation of their performance and the decision to not fund their venture.

The details of the Grievance Procedure are as follows:

 Step 1: Grievant (the candidate who files the complaint) shall send an Email for Step
1 to the KPIC team at kpic@lums.edu.pk with the subject: Grievant [Startup name,
candidate name, reference number].

In the email, the Grievant must mention why he/she thinks they deserved better
evaluation. The Grievant must mention at least 3 genuine reasons to move the
complaint to the next stage of review.

Genuine reasons could be, for example, proof of bias on behalf of the trainer towards
the candidate during the training, any new development in the market which was not
existing at the time of the original business proposal, any recent tangible contracts
signed or partners recruited which significantly change the prospects of the venture’s
success, any new investments secured or evidence of potential investment offers,
selection of the venture at an incubation center, etc). Other similar reasons could also
be considered if they are provided with sufficient proof.

If the Grievant fails to mention 3 solid reasons, the Grievance Procedure will be null
and void and no further action shall be taken. If, however, the Grievant successfully

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 presents 3 reasons why he/she deserves a better evaluation, the KPIC team shall
develop a response as follows. The reasons why a grievance will be considered
ineligible are provided at the end of this letter.

Response to Step 1: The KPIC team shall disclose the detailed scoring to the Grievant. KPIC
team shall perform ‘Recounting’ to check any errors and review the supporting materials
submitted by the Grievant for credibility of claims. The KPIC team will send a Response to
Step 1 to the Grievant within 4 weeks of the submission of the complaint as long as it meets
the criteria stated in Step 1.

 Step 2: If the Grievant is still not satisfied with the Response to Step 1 received from
the KPIC team, the Grievant can write an Email for Step 2 (in the same email thread
as Step 1) to the KPIC team within 5 days of when the Grievant received the
Response to Step 1 from KPIC team. If the Grievant fails to respond within 5 days, no
further action shall be taken and the case shall be closed.

The email in Step 2 must contain: business description; market research and product
validity; financial viability; team credentials (including CVs and why their skills are
relevant) and why the startup should be provided funding.

Response to Step 2: One-page report and explanation of marking criteria/remarks shall be

sent to the Grievant by evaluators. The Directorate of Youth Affairs, Government of Khyber
Pakhtunkhwa, shall be informed about the ongoing case.

 Step 3: If the Grievant is still not satisfied with the One-page Report Response to Step
2, the Grievant shall write another email (in the same thread) to the KPIC team within
5 days of when the Grievant received the One-page Report Response to Step 2 from
the KPIC team.

The email in Step 3 must contain: reasons why the candidate thinks that previous
remarks and evaluations were not correct; tangible evidence on the traction of the
product/service (orders from customers or contracts signed with employees or
suppliers); and 3 recommendation letters from top businessmen in their sector
supporting the product or service.

Response to Step 3: At this point, the KPIC Grievance Committee, shall take over the case.
The KPIC Grievance Committee consists of 3 members who were not part of the initial

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evaluation. The Grievance Committee shall investigate the candidate’s evaluation thoroughly
and draft a report. The report shall be signed by the Project Director. The KPIC team shall
communicate the final decision and report to the candidate as well as the Directorate. This
will be the Final Decision and a close of the Grievance Procedure for the case.

The Grievant shall be considered ineligible if:

 The Grievant does not provide genuine reasons for review, such as the examples
given above. For example, if the Grievant complains why another candidate received
the funding and he/she did not. Instead, the focus should be on reasons why the
Grievant should receive the funding or what were some aspects which went
unnoticed.
 The Grievant complains about the allocated grant and wants an increase in the
amount. The amounts for grant funding are fixed through a detailed evaluation
process and are meant to only serve as seed money for the venture. Funded candidates
are expected to demonstrate entrepreneurial potential with the funds they have
received to qualify for a second or additional round of funding.
 The grievant fails to provide 3 solid reasons in Step 1 with supporting documentation.
 The time duration between the response to Step 1 (by KPIC team) and the email of
Step 2 (by the grievant) is more than 5 days
 The time duration between the One-page report (by KPIC team) and the email of Step
3 (by the grievant) is more than 5 days
 The independent evaluators also reject funding to the candidate.

Sincerely

Dr. Mariam Chughtai

Director, KPIC Project
Associate Dean, School of Education
Lahore University of Management Sciences (LUMS)