[PDF] Community Development Toolkit - CommDev

Grievance Mechanism5continuedSTEP 5ConclusionThe CR manager shall follow theinvestigation procedure in order to developrecommendations to ensure the grievancedoes not reoccur. The aggrieved partiesshall be engaged and their views about thecompany recommendations sought, toensure that they are satisfied with theproposed resolution. If the complainant issatisfied, then the CR manager shall seektheir sign-off that the grievance has beenresolved.STEP 6Further actionIf the complainant is not satisfied with theproposed solution, the CRO and/or CRmanager will initiate further investigationto determine what further action may betaken. In the case that satisfaction cannotbe achieved, then the grievance may bereferred for third party mediation orexternal panel review.STEP 7Monitoring and evaluationPart of the grievance managementprocedure is entering the details and eachstep of progress into the company’sstakeholder engagement database (seetool 15 Management Systems). At variousintervals, monthly is ideal, the number ofgrievances received, resolved andoutstanding should be tallied and reportedto management and advisers. At leastannually, the trends and time taken forgrievance resolution should be analysedand the evaluation used for assessing theefficacy of the grievance mechanisms.If the procedure is not managing to resolvethe majority of grievances within the settime frames, then the mechanism may needadjusting. Likewise, if no grievances arebeing received, then the system is likelyeither inaccessible to stakeholders or isnot trusted and needs to be revised.Better indicators of success are thatresolution is received to the satisfaction ofboth parties within the agreed amount oftime specified in the procedure on a majorityof cases and that there are not recurringcomplaints about the same issues.RELATIONSHIPS TOOLSCommunity Development Toolkit77