A guide to Good Practice Grievance Mechanisms
“For projects with environmental and social impacts grievances are a fact of life. How a company responds (or perceived to be responding) to grievances is important and can have significant implication for business performance” - IFC, 2007
A well-functioning grievance mechanism provides a transparent, credible, and fair process to all parties. It enhances outcomes and gives people the satisfaction that their complaints have been heard, even if the outcome is less than optimal. A good complaints handling process helps build trust as part of the broader community relations activities and contributes to the overall success of the company’s social performance.
In this e-book you’ll find:
- key principles for an effective grievance mechanism
- sample framework for a grievance procedure
- three real-life examples to demonstrate how the basic principles can be applied to projects.