IFC's Performance Standard (PS)1 – Social and Environmental Assessment and Management Systems - identifies the need for IFC clients to respond to community concerns related to project performance, and under certain circumstances requires establishment of a grievance mechanism. The need for a grievance mechanism is also referenced in PS4 – Community Health, Safety and Security, PS5 – Land Acquisition and Involuntary Resettlement, and PS7 – Indigenous Peoples.
To address the challenges likely to be faced by clients in designing and implementing effective grievance procedures, the CAO has published an advisory report on how grievance mechanisms can be operationalized and achieved in practice. The report is intended as a good-practice guide for client companies and communities in developing and implementing systematic approaches to complaint handling.
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