Azura-Edo Independent Power Plant Environmental Impact ... - IFC

6.6 PROJECT GRIEVANCE MECHANISM
Grievances are complaints or comments concerning the way a project is being
implemented. A grievance mechanism provides a formal and ongoing avenue
for stakeholders to engage with the company, whilst the monitoring of
grievances provides signals of any escalating conflicts or disputes. Identifying
and responding to grievances supports the development of positive
relationships between the Project proponent and the communities, and other
stakeholders. An effective grievance management process should include the
components described in Box 6.1 below.
Box 6.1
Key Components of an Effective Grievance Mechanism
Simple Process: It should be convenient to submit complaints. There should be several,
appropriate channels through which community stakeholders can submit complaints free of
charge.
Simple Internal Procedure: A simple and consistent procedure is required to record grievances,
identify those responsible for addressing them and ensure that they are resolved.
Staff Arrangements: Roles and responsibilities in the grievance management process need to be
defined and agreed.
Training: The launch or modification of the grievance management process should include
internal induction and/or training for operational staff and a Community Liaison Officer.
A Set Timeframe: The grievance process should set a timeframe within which complainants
can expect acknowledgement of receipt of grievance and a response and/or resolution of
grievance.
Sign Off: Actions planned to resolve grievances considered to be of significant concern by the
Grievance Officer should be signed-off by a member of the senior management, suitably
qualified to assess the effectiveness of the response.
System of Response: A clear system of response is required to identify who should respond to
the complainant and how.
Monitoring Effectiveness: Mechanisms should be set in place for monitoring the effectiveness
with which complaints are being recorded and resolved.
Source: ERM, 2011
6.6.1 Process for Managing Grievances
The grievance mechanism will be advertised and announced to affected
stakeholders parties so that they are aware of their rights to submit comments,
the mechanism of the grievance process and how their grievance will be
addressed.
The grievance process is summarised in Figure 6.7. Currently it is anticipated
that Azura Power will employ a CLO who will serve to meet all community
liaison responsibilities, in addition to the implementation and operation of the
grievance mechanism, thus fulfilling both the role of Grievance Officer and
CLO outlines in Figure 6.7.
AZURA EDO IPP
6-17
DRAFT EIA REPORT