The information in this toolkit is for reference purposes only and is meant to serve as a guide for users that want to develop a grievance mechanism. CAO, in consultation with experts in this field, prepared this toolkit to serve as a starting point for users to develop a grievance mechanism that addresses local conditions and capacity. As with any guide, successful implementation depends on many factors beyond what can be read in a document, and CAO takes no responsibility for the success of implementation of this guide in a particular context, nor does it endorse any grievance mechanism that has been established through the use of this guide.

The findings, interpretations, and conclusions expressed herein are those of the author(s) and do not necessarily reflect the views of the Executive Directors of the World Bank Group or the governments they represent. CAO does not guarantee the accuracy of the data included in this work. The boundaries, colors, denominations, and other information shown on any map in this work do not imply any judgment on the part of CAO concerning the legal status of any territory or the endorsement or acceptance of such boundaries.

© 2016 The Office of the Compliance Advisor/Ombudsman

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