On a monthly basis, teams should generate a quantitative summary update, which should be consolidated into a six-month summary. It should track the indicators outlined in the table below.
Table 3B.5 Quantitative summary of grievances
| Number |
Classification |
Consequence level |
Status |
Timelines |
Delayed or challenging |
| Number of grievances |
Number and % of grievances by category |
Number and % of grievances by consequence level |
Number and % of grievances by status (e.g., pending acknowledgement, under investigation, closed-out, in appeals) |
Number and % of grievances closed-out in time
Number and % of grievances acknowledged on time
Average grievance close-out time in days
|
List those grievances that are proving challenging to manage |
| Number of incidents |
Number and % of incidents by category |
Number and % of incidents by consequence level |
Number and % of incidents by status (e.g. under investigation, investigation report developed, actions closed-out) |
Number and % of incidents investigated in time
Average incident investigation time in days
|
List those incidents that are proving challenging to manage |
On an annual basis, sites should assess whether external stakeholders are aware of the grievance process, are able to access it, and trust it. Involving external stakeholders in evaluation of the grievance process can lead to improvements, as well as strengthening the legitimacy of the grievance process. Options for soliciting feedback include:
- Developing a short feedback form and requesting complainants complete it following the resolution of their grievance.
- Including awareness of, and trust in, the grievance process as part of perception or SMS surveys.
- Presenting a summary of numbers and types of incidents with social consequences and grievances recorded or submitted (and successful resolutions) at meetings (see Section 3A) and using the opportunity to encourage greater awareness of the grievance process as well as solicit feedback from participants. While individual grievances are confidential and should not be discussed in public, discuss recurring topics or trends and provide an overview of how the company is managing those issues. Depending on the structure of the , consider establishing a sub- or working group dedicated to monitoring grievances and evaluating the effectiveness of the grievance process.
- Commissioning an external evaluation of the grievance process (for example, every three to five years).