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Tools & Resources

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  1. Tools
  2. Case Studies
  3. Further Resources

Find useful tools and resources for enhancing the effectiveness of existing grievance mechanisms, as well as implementing best practice in the creation of new grievance mechanisms. We trust these tools will serve as best practice guides to those tasked with consulting on, designing, implementing, and assessing grievance mechanisms.

Tools

Tool

Grievance Mechanism Roles and Responsibilities for Company Staff and Contractors

Identifying who is responsible for different elements of grievance mechanism implementation and operation

Useful for: company managers, operations staff, grievance mechanism implementers

Tool

Terms of Reference for a Grievance Officer and Community Liaison Officer

Identifying the best qualities and qualifications for dedicated grievance mechanism staff or identifying staff in other company roles who might be the most effective contact person for the grievance mechanism

Useful for: company managers, grievance mechanism practitioners

Tool

Publicizing a Grievance Mechanism and Providing Access

Choosing the most effective methods for promoting a grievance mechanism

Useful for: company managers, operations staff, grievance mechanism implementers

Tool

Sample Complaint Acknowledgement Letter

Developing acknowledgement letters that contain the relevant information for complainants

Useful for: managers, operations staff, grievance mechanism implementers

Tool

Managing Common Barriers to Implementing an Effective Grievance Mechanism

Assessing which barriers may be causing a grievance mechanism to be ineffective and identifying possible solutions

Useful for: managers, operations staff, grievance mechanism implementers

Tool

Grievance Mechanism Assessment

Rapidly assessing the potential challenge areas of existing grievance mechanisms

Useful for: grievance mechanism experts

Tool

Troubleshooting for Grievance Mechanisms

Finding resources and definitions for different elements of a grievance mechanism and responses to frequently asked questions

Useful for: company managers, operations staff, implementers of grievance mechanisms

Tool

Sample Community Grievance Mechanism Procedure

Developing a written structure for a grievance mechanism procedure

Useful for: company managers, implementers of grievance mechanisms

Case Studies

Case Study

An Agricultural Producer in a Rural Area where Small-scale Farming is the Norm

This case is particularly helpful for projects/operations with a large land footprint; operations that may be in competition with local means of income generation or subsistence; and agricultural producers.

Case Study

An Existing Chemical Plant in a Densely Populated Industrial Zone

This case study is particularly helpful for projects: with an existing operation/facility; located in an urban or densely populated area; that have an operation/facility that could be contributing to cumulative impacts; that have an operation/facility that has impacts that may require further investigation.

Case Study

An Oil and Gas Exploration Project in a Densely Populated Rural Farming Area

This case study is particularly helpful for projects/operations: in the exploration or development phase of a project; in an area where the local community depends on land for income (e.g., farming); in a situation that require the extensive use of subcontractors.

Case Study

A Mining and Exploration Project in a Moderately Populated Rural Area with a Complicated Legacy, under New Ownership

An appealing solution: OmniCorp has purchased a mine that has unresolved concerns over compensation for land access as well as ongoing complaints related to operations. Understand how OmniCorp designs a process that involves the community in resolving these pressing issues.

Case Study

A Port Facility in a Remote and Rural Area with a Large Indigenous Population

This case study is particularly helpful for projects/operations with: inherited issues from a previous operator; issues of compensation; a large land footprint; or in the exploration or development phase of a project.

Further Resources

  1. Tool

    CAO’s Guide to Designing and Implementing Grievance Mechanisms for Development Projects

    This 2008 guide consolidates knowledge and lessons regarding grievance resolution from various sources, including CAO’s on-the-ground experiences, findings from studies on grievance resolution in the workplace and in environmental conflict resolution, and practical experience in establishing peace accords and procedures in post-conflict disputes over land and property. It includes an extensive review of grievance mechanisms from the field of conflict resolution. It also draws on first-hand accounts of industry personnel, academics, NGOs, international financial institutions, consultants, and others focused on the challenges involved in designing and implementing grievance mechanisms and the practical strategies and steps required for an effective system.

  2. Tool

    IPIECA’s Community Grievance Mechanisms Toolbox

  3. Tool

    IFC’s Good Practice Note: Addressing Grievances from Project Affected Communities

  4. Tool

    ICMM’s Human Rights in the Mining and Metal Industry: Handling and Resolving Local Level Concerns & Grievances

CAO helps address the concerns of communities who believe they are affected by IFC/MIGA projects with the aim of improving social and environmental outcomes on the ground.

More about us

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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