[PDF] Community Development Toolkit - CommDev

5Grievance MechanismcontinuedRELATIONSHIPS TOOLSFigure 4: Grievance procedure flowchartSTEP 1• Engage community member and receive grievance• Record the grievance and enter it into the database• TIP: Ensure mechanism is accessible and promote external awarenessof it, allow for different ways of making complaints and adapt these to localculture, log and document all complaints carefullySTEP 2STEP 3• Preliminary assessment – categorize the complaint – environment, cultural,employment, human rights, health and safety, etc.• Assign the grievance to the relevant officer• TIP: Keep potential scope of issues broad, ensure internal support andaccountability for the mechanism• Respond to the complaint – write or communicate verbally to the complainant• Explain the process and timeline of the grievance procedure• TIP: Define a clear process for resolving the complaints involving regularupdates to the complainantSTEP 4• Investigate the grievance using an appropriate team and required information• Devise a resolution process and record the results• TIP: Involve communities and/or respected third parties where possible inthe design and implementation of the mechanismSTEP 5STEP 6STEP 7• Follow up the resolution process with the aggrieved parties to ensure theirsatisfaction• Seek sign-off from the complainant and file all documents in database• TIP: Seek resolution to concerns and grievances where possible throughdialogue and joint problem solving with the communities• If the complainant is not satisfied, discuss further options• If matter is still unresolved, refer matter to third party mediation or externalreview• TIP: It may be necessary to deepen community or third party engagementto strengthen trust. In some cases setting up an independent forum orprocess, potentially led by third parties, may be necessary• Regularly monitor and evaluate the numbers of grievances received, resolvedand outstanding• Adjust procedure if required• TIP: Internally evaluate how the mechanism is functioning, report externallyon the results of the mechanism78 Community Development Toolkit