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Good Practice Note: Addressing Grievances from Project-Affected Communities (September 2009)

Good Practice Note: Addressing Grievances from Project-Affected Communities (September 2009)

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Published by IFC Sustainability
Grievance mechanisms are an important part of IFC’s approach to requirements related to community engagement by clients under the Performance Standards. This Good Practice Note provides expanded guidance for companies on the grievance management pillar of stakeholder engagement. It provides guidance on basic principles and general process steps that organizations from any sector and of any size should take into account when dealing with concerns and complaints from affected communities. The document also includes examples from private sector projects of IFC clients around the world, ranging from large oil, gas, and mining projects to medium and small manufacturing companies. This publication is intended to benefit practitioners working on community and social development issues in a developing country context.
Grievance mechanisms are an important part of IFC’s approach to requirements related to community engagement by clients under the Performance Standards. This Good Practice Note provides expanded guidance for companies on the grievance management pillar of stakeholder engagement. It provides guidance on basic principles and general process steps that organizations from any sector and of any size should take into account when dealing with concerns and complaints from affected communities. The document also includes examples from private sector projects of IFC clients around the world, ranging from large oil, gas, and mining projects to medium and small manufacturing companies. This publication is intended to benefit practitioners working on community and social development issues in a developing country context.

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Published by: IFC Sustainability on Oct 21, 2009
Copyright:Attribution Non-commercial

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07/10/2013

 
Guidance or Projects and comPanieson desiGninG Grievance mechanisms
 
spb 2009 | nb 7
Good Practice Note
 Addressing Grievances fromProject-Affected Communities
 
Burkina Faso—(Photo by Arne Hoel, World Bank Group).Discussing community grievances at a meeting, Rajasthan Joint Venture project (Cairn India)—see story, page 33 (Photo by Edward Pollett, IFC).
C P:Cpi © Spb 2009InternatIonal FInanCe CorPoratIon2121 PennSylvanIa avenue, nWWaShIngton, DC 20433, uSawww.IFC.a is sd.Fis pii, Spb 2009t dis, ipis, iws, d ccsis xpssd i  s  s d d  cssi fc  iws   exci Dics  Ii Fic Cpi    Ii Bk  rcscid Dp ( Wd Bk)   s  ps.rIghtS anD PermISSIonSIFC cs s d disibi  is pbicis. C  is dc b sd  d cpid i  s wi pi pissi, pidd c ibi is i   ii sc.
 
i
 ADDRESSING GRIEVANCES FROM PROJECT-AFFECTED COMMUNITIES
 Addressing Grievances romProject-Aected Communities
 
The concepts of social risk management and social license to operate havebecome an integral part of doing business in emerging markets. Thesedimensions of a company’s social and environmental strategy can be achievedwith effective stakeholder engagement, based on active participation ofand feedback from groups affected by the company’s operations. Amechanism to address affected communities’ concerns and complaints—a grievance mechanism
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—is an important pillar of the stakeholder engagementprocess, since it creates opportunities for companies and communities toidentify problems and discover solutions together.
Moreover, it is now cear that credibe and eective grievance mechanisms are part o a broaderramework or businesses to address human rights issues in their operations. As such, companiesshoud integrate specic principes deveoped b the Specia Representative o the UN Secretar-Genera on Business and Human Rights: egitimac, accessibiit, predictabiit, equitabiit,transparenc, and compatibiit with internationa recognized human rights standards.Companies across sectors and through a stages o project deveopment can benet romunderstanding communit concerns and compaints and addressing them. This Good PracticeNote provides guidance on basic principes and process steps that organizations shoud takeinto account when creating and impementing grievance mechanisms. Together, these principesand steps constitute a baseine set o considerations and good strategies or designing andimpementing procedures appropriate to the project scae and impact. This Note is not intendedas a detaied guide or arge and compex projects.
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Instead, it ocuses on heping companiescreate a oundation or successu resoution o concerns and compaints. It does so throughexampes rom private sector projects o IFC cients ranging rom oi, gas, and mining projectsto manuacturing companies.
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This Note does not discuss various interna grievance procedures intended or empoees orcommercia disputes invoving contractors, suppiers, customers or consumers. The Note ocuseson grievance management at the eve o private sector projects and companies and is not intendedto cover aspects o government-, industr-, or internationa-eve grievance mechanisms. Suchmechanisms—together with the orma justice sstem and other independent dispute resoutionand accountabiit bodies—are part o a broader accountabiit ramework or the private sector,and serve as drivers or companies to engage more eective with communities to preemptescaation o grievances and disputes. Thus, a compan’s accountabiit to its stakehodersencompasses more than a project-eve grievance mechanism, which is on one o the toos thatcompanies can use to respond to the need or greater accountabiit, without undermining orimiting communities’ rights to use aternative avenues or recourse.

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