A Guide to Designing and Implementing Grievance Mechanisms for ...

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Box 6.1. Reaching Out to the Public to Inform Them About Available Grievance
Mechanisms and Approaches
Most companies with effective grievance mechanisms use a range of approaches to engage and
inform community members and often take advantage of public social gatherings, meetings of
associations of people (such as irrigation ditch committees), chambers of commerce, or service
organization functions, fiestas, and town meetings. Company representatives request time or may set
up staffed tables or booths at these gatherings to present information about the function and use of
the grievance mechanism.
Companies also sponsor and convene their own forums to provide public education. Meetings
should be scheduled on a regular basis and be held at convenient times and locales. Meetings also
may be used to:
• Brief the public about company activities or upcoming events
• Solicit community concerns and input on specific issues or problems and ask for ideas on how
to address them
• Assist concerned stakeholders in voicing and filing complaints, which company personnel can
accept on the spot
• Discuss a specific issue or event.
In situations where individuals or communities that may be affected by a company’s operations are
spaced far apart or are located in isolated regions, company personnel should make regular visits to
meet with individuals, families, or small groups.
Consider using puppet shows or role-plays to illustrate how to make a complaint and how
a company representative and complainant might work together to resolve their differences.
Establishing a personal connection with the local population (as well as with company
managers, employees, and contractors) is what it takes to get people to buy into and
use the system.
• Build incentives to use the system (see box 6.2). Consult the community about any risks or
fears they have associated with using the system. Gather information about what else they
might need to voice a complaint and participate effectively in the mechanism (such as
training, coaches, and accompanists).
• Involve the design team as promoters.
• Supplement briefing sessions with other communication approaches, such as brochures,
posters, billboards, radio spot-ads, or brief television ads.
Remember that communicating about the grievance mechanism is an ongoing effort,
rather than a one-time launch. Otherwise you may build it, but no one will come.
Establishing a personal connection with stakeholders is
what it takes to get people to buy into and use the system.