Accessible and Transparent Grievance Mechanisms
The company has established a legitimate and accessible grievance mechanism to receive complaints, grievances and other forms of feedback from company stakeholders and rights holders (anonymously if desired) with predictable and transparent processes to address such feedback. The company commits to and delivers timely and effective resolution and remediation, as needed. To ensure effectiveness of the approach, the company ensures that company stakeholders know about the mechanism, trust it, and are able to use it.
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This handbook from the International Finance Corporation was created to support company engagement with stakeholder groups "external" to core operations, such as affected communities, local government authorities, and other affected parties. It is divided into two parts: key concepts and principles of stakeholder engagement, and integrating this engagement with the project cycle. In the first part is a useful section on grievance management, which highlights key insights and offers practical advice on managing and resolving dissatisfaction and disputes. This section may be of help to project managers who want to take a proactive approach to preventing grievances from arising and to effectively and equitably resolving them when they emerge.
This comprehensive manual was created by Ipieca to provide step-by-step guidance for the design and implementation of operational-level grievance mechanisms, as well as the design and management of corporate-level frameworks for resolving community grievances. The manual draws upon the practical experiences of seven pilot projects created by Ipieca member companies, as well as shared learning from Ipieca members and stakeholders, and will be of particular benefit to operations managers, project managers, policy-makers, and other leaders responsible for managing relations with community partners.
Although this manual was created by and for the oil and gas industry, the manual includes an expansive array of instructions and helpful grievance mechanism tools that can be applied to a broad range of industry and operations contexts.