[PDF] Community Development Toolkit - CommDev

Grievance Mechanism5continuedIn addition to serving as a platform to resolvegrievances, an effective grievance mechanismcan help achieve the following goals:• open channels for effective communication• demonstrate that a company is concernedabout community members and theirwell-being• mitigate or prevent adverse impacts oncommunities caused by company operations• improve trust and respect• provide structures for raising, addressingand resolving issues that reduceimbalances in power• promote productive relationships• build community acceptance of acompany’s “social license” to operate. 31It should be made clear to communities thatthe existence of a mechanism does not inany way inhibit their access to legal orjudicial recourse processes. In somecountries, legal systems may be seen to beinadequate or beyond the financial reach ofcommunities, which is why their attentionoften focuses on corporate mechanisms.Complainants should be free to pursue legalor judicial processes at any stage if they feeltheir concerns are not being adequatelyaddressed by the mechanism.The IFC and ICMM have both producedvaluable handbooks on this topic in the lastcouple of years (see key references sectionof this tool). It would be worthwhile readingthese reference documents when preparingyour company’s grievance mechanism.This tool sets out the practical stepsinvolved in establishing a grievancemechanism rather than rehearsing thedetailed discussions contained in the farmore extensive manuals.When to use this toolThis tool should be used whenever acomplaint is received from a communitymember, whether oral or written. In somecases, a minor verbal complaint from acommunity member may be able to beresolved swiftly and informally. All complaintsor grievances should be recorded so thatthe formal mechanism can be engaged. Anygrievance mechanism needs to be culturallyappropriate, allowing for complaints in alanguage and form sensitive to local needs.If a complaint is received in writing, theprocedure can commence immediately.There may be a reason for designing amechanism that allows for verbal complaints(e.g. a lack of literacy among somecommunity members). If an oral complaintis made, the company should be receptiveto any concerns and register them officiallyon the company’s grievance form, and thenthe grievance procedure can commence.It is important to create an organizationalstructure and mindset to support themechanism. This organizational structuremust include the involvement of staff withthe power to resolve grievances on behalfof the company, with seniority that reflectsthe level of severity of the complaint.Community relations officers (CROs) play avital role in informing community membersabout the grievance mechanism and inrelaying complaints to the company but it isnot always their responsibility to solve allthe problems.RELATIONSHIPS TOOLS31 From the CAO, World Bank Group, A Guide to Designing and Implementing Grievance Mechanisms forDevelopment Projects, 2008, p. 11.Community Development Toolkit75