Annex 1011: Grievance Redress Process Process Description Time frame Other information Identification of Face to face; phone; letter, e-mail; 1 Day Email address; hotline grievance recorded during public/community number interaction; others Grievance Significance assessed and 4-7 Days Significance criteria: assessed and grievance recorded or logged (i.e. Level 1 off event; –one logged in a log book) Level 2 complaint is – widespread or repeated; Level 3- any complaint (one off or repeated) that indicates breach of law or policy or the ESIA provisions Grievance is Acknowledgement of grievance 7-14 Days acknowledged through appropriate medium Development of Grievance assigned to appropriate 4-7 Days response party for resolution 7-14 Days Response development with input from management/ relevant stakeholders Response Redress action approved at 4-7 Days Project staff at project signed off appropriate levels proponet to sign off Implementation Redress action implemented and 10-14 Days and update of progress on resolution communication communicated to complainant of response Complaints Redress action recorded in 4-7 Days Response grievance log book Confirm with complainant that grievance can be closed or determine what follow up is necessary Close grievance Record final sign off of grievance 4-7 Days Final sign off on by project proponent If grievance cannot be closed, return to step 2 or refer to sector minister or recommend third-party arbitration or resort to court of law.
Annex 1011: Grievance Redress Process Process Description Time frame Other information Identification of grievance Face to face; phone; letter, e-mail; recorded during public/community interaction; others 1 Day Email address; hotline number Grievance assessed and logged Significance assessed and grievance recorded or logged (i.e. in a log book) 4-7 Days Significance criteria: Level 1 –one off event; Level 2 – complaint is widespread or repeated; Level 3- any complaint (one off or repeated) that indicates breach of law or policy or the ESIA provisions Grievance is acknowledged Acknowledgement of grievance through appropriate medium 7-14 Days Development of response Grievance assigned to appropriate party for resolution Response development with input from management/ relevant stakeholders 4-7 Days 7-14 Days Response signed off Redress action approved at appropriate levels 4-7 Days Project staff at project proponet to sign off Implementation and communication of response Redress action implemented and update of progress on resolution communicated to complainant 10-14 Days Complaints Response Redress action recorded in grievance log book Confirm with complainant that grievance can be closed or determine what follow up is necessary 4-7 Days Close grievance Record final sign off of grievance If grievance cannot be closed, return to step 2 or refer to sector minister or recommend third-party arbitration or resort to court of law. 4-7 Days Final sign off on by project proponent