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

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Acknowledgments Principal author: Susan Wildau (CDR Associates) Contributing authors: David Atkins (Watershed Environmental), Christopher Moore (CDR Associates), Elizabeth O’Neill (Four Elements Consulting) Peer reviewers: Natalie Bridgeman (Independent Consulting Attorney), Aidan Davy (ICMM), Maria Morgan (formerly with BP), Bill Rahill (IFC), Caroline Rees (Harvard University) Editor: Nancy Morrison, Falls Church, VA Design: Studio Grafik, Herndon, VA CAO Washington, DC staff: Amar Inamdar, Kate Kopischke, Meg Taylor Photos (cover): Listening to forest community perspectives in West Kalimantan, Indonesia.
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ADVISORY NOTE A Guide to Designing
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ADVISORY NOTE A Guide to Designing
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v 1 5 7 17 21 27 29 33 51 57 61 63
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Foreword Grievance mechanisms are i
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Executive Summary Grievance mechani
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Incorporate a variety of grievance
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Part I. Overview A locally based gr
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8 Box 1.2. Community Expectations W
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10 These models also encounter many
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12 Box 1.5. A Company’s “Social
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14 and involving the community in p
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Chapter 2. Understanding Grievance
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Chapter 3. Initiating a Grievance M
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• Survey existing dispute resolut
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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 and 72: Appendix A. Individuals Interviewed
Page 73 and 74: Appendix B. Interview Questions The
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
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