A guide to good grievance mechanisms practice

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 in those cases where the outcome is less than optimal.

In this 45-page ebook you’ll find:

• A detailed discussion of the key principles of an effective grievance mechanism
• A sample framework for a grievance procedure
• Practical examples demonstrating how the basic principles can be applied to your projects
• And much more

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