Receive Questions Options Tools Is the process open to a wide of It is common practice for grievance In this toolkit: complaint types, and are community mechanisms to be the first point of Section 5: Making a Grievance Mechanism Work members aware of this? contact for any type of complaint or Tool: Sample Complaint Acknowledgement Letter question regarding company operations. Not applying limits on the Tool: Sample Community Grievance Mechanism types of concerns that can be Procedure addressed can encourage people to Tool: Publicizing a Grievance Mechanism and Providing use the mechanism. However, types Access of complaints may need to be referred to other departments (for example, a complaint regarding Other Resources: award of a contract may be referred IPIECA. The IPIECA Community Grievance Mechanism to the contracting and procurement (CGM) Toolbox (2014): Grievance Register department). IPIECA, Community Grievance Mechanisms in the Oil Are most issues eligible Many grievance mechanisms err within reason and Gas Industry, Module 3 for inclusion in the grievance toward inclusion rather than mechanism? exclusion. From experience, most issues presented to a grievance Within reason: Arguably related to the project. mechanism are related to project impacts and are seldom unrelated or spurious. Is there a range of contact options, and Include as many contact options as are they appropriate given the context? feasible. Make sure each contact knows the central contact point for Contact options: Avenues for presentation of a presentation of complaints. complaint. May include a toll-free telephone line, a suggestion box in a public place, an person inquiry to a staff member or contractor, a question or concern presented at a public meeting, or a trusted local official or community member.
Receive Questions Options Tools Is the process open to a wide of complaint types, and are community members aware of this? It is common practice for grievance mechanisms to be the first point of contact for any type of complaint or question regarding company operations. Not applying limits on the types of concerns that can be addressed can encourage people to use the mechanism. However, types of complaints may need to be referred to other departments (for example, a complaint regarding award of a contract may be referred to the contracting and procurement department). In this toolkit: Section 5: Making a Grievance Mechanism Work Tool: Sample Complaint Acknowledgement Letter Tool: Sample Community Grievance Mechanism Procedure Tool: Publicizing a Grievance Mechanism and Providing Access Other Resources: IPIECA. The IPIECA Community Grievance Mechanism (CGM) Toolbox (2014): Grievance Register IPIECA, Community Grievance Mechanisms in the Oil and Gas Industry, Module 3 Are most issues within reason eligible for inclusion in the grievance mechanism? Within reason: Arguably related to the project. Many grievance mechanisms err toward inclusion rather than exclusion. From experience, most issues presented to a grievance mechanism are related to project impacts and are seldom unrelated or spurious. Is there a range of contact options, and are they appropriate given the context? Contact options: Avenues for presentation of a complaint. May include a toll-free telephone line, a suggestion box in a public place, an inquiry to a staff member or contractor, a question or concern presented at a public meeting, or a trusted local official or community member. Include as many contact options as feasible. Make sure each contact knows the central contact point for presentation of complaints. person