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In developing and implementing a grievance process, sites should consider a number of different elements.
Task 5 – Receiving grievances
Incoming channels – Allow for grievances to be submitted in more than one channel, to facilitate access for all segments of the population (e.g. people who live in remote areas, who are illiterate, or who may wish to remain anonymous). Channels could include:
- A telephone hotline (preferably toll-free)
- Site staff who are designated point persons for submission of grievances in person
- Formal or informal discussions during engagement activities ( meetings, public consultations, one-on-one meetings, etc.)
- Community letter box
- Email, using a designated email address
- Online or social media channels
Option to remain anonymous – Anglo American requires that there is an option to submit grievances anonymously or via third parties. This means there can be no direct follow-up with the complainant regarding the investigation and resolution of the complaint (unless and until the complainant waives his/her anonymity or this takes place via an intermediary). In every other respect, anonymous grievances should be processed in the same way.
Self-reporting of grievances – Some grievances; for example, those received during stakeholder engagement activities, may need to be self-reported by the site teams.