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

More documents

Recommendations

Info

64 Per Renman, Skanske Corporation, Panama Caroline Ristau, Consultant to Pro Natura, Nigeria, USA Jonathan Samuel, Anglo American, UK James Schenck, Goldcorp Inc., Guatemala Jorge Daniel Taillant, Center for Human Rights and Environment, Argentina Ian Thompson, On Common Ground, Canada Jodie Thorpe, SustainAbility Ltd., UK Karen Westley, Shell International, the Netherlands
Appendix B. Interview Questions These questions served as a general guide for interviews. Some interviewees were not asked all of the questions if it was apparent during the interview that they did not have experience with certain issues. Interviewee’s Background 1.What is your position/role in your company (community organization, NGO, or local government) and how have you been involved in handling disputes between the company and the community? Motivation/Impetus for Involvement or Development of Procedures and Mechanisms 2A.What motivated your company to develop procedures to address complaints with members of affected communities (risk, reputation, a crisis event such as an accident, death of a worker, or demonstration, desire for positive relationships with a community, international standards/good practice, etc.)? Ask for stories. 2B. Alternatively, for NGOs, community groups, etc.: What motivated you to become involved in developing or participating in an accountability mechanism focused on community grievances related to the company’s operations? Ask for stories. Procedures and Elements in Place 3. What procedures are in place to address community grievances? 4. Describe the elements of the system (receiving/recording/documenting a complaint, assessment, addressing/resolving the issues, implementation, independent redress, tracking and reporting, learning/feedback to the broader organization and community, system evaluation, etc.) Get descriptions. 5. What additional administrative or judicial mechanisms are available in the country to resolve complaints? Scope of Issues, Problems, Disputes, or Conflicts to Be Addressed 6. What is the overarching purpose of the accountability mechanism? What kinds of issues are the mechanisms designed to address? (Land, resettlement, environmental impacts, property loss or damage, minor small claims, etc.) 7. Are there any gaps: that is, issues where a procedure is not available? Process for Development of the Mechanisms 8. What kind of leadership was required and who were the champions for the introduction of a grievance resolution mechanism? 65
Page 1 and 2:
ADVISORY NOTE A Guide to Designing
Page 3 and 4:
ADVISORY NOTE A Guide to Designing
Page 5 and 6:
v 1 5 7 17 21 27 29 33 51 57 61 63
Page 7 and 8:
Foreword Grievance mechanisms are i
Page 9 and 10:
Executive Summary Grievance mechani
Page 11 and 12:
Incorporate a variety of grievance
Page 13:
Part I. Overview A locally based gr
Page 16 and 17:
8 Box 1.2. Community Expectations W
Page 18 and 19:
10 These models also encounter many
Page 20 and 21:
12 Box 1.5. A Company’s “Social
Page 22 and 23: 14 and involving the community in p
Page 25 and 26: Chapter 2. Understanding Grievance
Page 29 and 30: Chapter 3. Initiating a Grievance M
Page 31 and 32: • Survey existing dispute resolut
Page 33: Once the information has been gathe
Page 37 and 38: Chapter 4. Define Scope and Determi
Page 39: Discussions about the purpose of th
Page 42 and 43: 34 Figure 5.1. A Grievance Mechanis
Page 44 and 45: 36 Eligible complaints may include
Page 46 and 47: 38 3.If the case is complex and a r
Page 48 and 49: 40 party without decision-making au
Page 50 and 51: 42 Arbitration. Arbitration is a pr
Page 52 and 53: 44 Approach 4. The company and comm
Page 54 and 55: 46 Box 5.8. Community Involvement i
Page 56 and 57: 48 either individual complainants o
Page 59 and 60: Chapter 6. Implement and Operate (P
Page 61 and 62: Get the Word Out to Companies and C
Page 63: Box 6.2. Building Incentives to Ens
Page 66 and 67: 58 Box 7.1. Business Excellence Com
Page 68 and 69: 60 Learn and Modify The company sho
Page 71: Appendix A. Individuals Interviewed
Page 75 and 76: The Way People Access and Use the C
Page 77 and 78: Notes 1 The focus of this guide is
Page 79 and 80: Customary approaches for grievance
Page 81 and 82: Stakeholder engagement - An umbrell
Page 83 and 84: Foreign Affairs and International T
Page 85: Ruggie, J. 2008. Promotion and Prot
Page 88: Compliance Advisor/Ombudsman 2121 P
show all

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

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?