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Task 6 – Screen grievances

Contents in this section:

Task 5 – Receiving grievances

Task 6 – Screen grievances

Task 7 – Log grievances

Task 8 – Respond to grievances

Task 9 – Categorise grievances

Task 10 ‒ Assign a consequence level

Task 11 – Notify internal stakeholders

Task 12 – Investigate grievances/incidents

Task 13 – Resolve grievances and remediate harm

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Task 6 - Screen grievances

All grievances should be screened to establish whether:

  • The complaint is in scope of the grievance process. Complaints unrelated to the site (e.g. poor education provision in the area) are not classified as grievances. In these cases, the grievance should be logged in the site’s grievance register and closed-out by discussing verbally with the complainant and directing them to a more suitable channel, if relevant.
  • The grievance is credible. Sites should work on the assumption that every grievance is legitimate; in some cases, however, grievances are evidently false or malicious in intent (unfairly targeting an individual or department). In these cases, the grievance should be logged in the site’s grievance register, and closed-out by discussing verbally with the complainant and directing them to a more suitable channel, if relevant. Grievances related to perceived impacts are credible grievances, even where the site is confident that the impact is not in fact occurring (see Box 3B.7).

Grievances that are screened in should be logged, responded to, categorised, assigned a preliminary actual and potential consequence rating based on available information, investigated, and closed out. These tasks are described in the sections below.

Box 3B.7 Resolving grievances ‘on the spot’

Sometimes, a simple reassurance or explanation suffices to close-out a grievance. This typically happens with grievances expressed verbally in the context of a meeting. Such grievances should still be logged, categorised, rated, and closed-out, but they don’t need to be responded to or investigated.

Note that if there seems to be a recurring pattern in the type of grievances resolved on the spot, it could be an indication that the site needs to improve its engagement and communication on the topic in question.

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3B.2 Guidance overview

Task 1 – Develop a grievance management procedure

Task 2 – Ensure grievance process follows UNGP principles

Task 3 – Develop a learning from incident procedure

Task 4 – Conduct stakeholder engagement

Task 5 – Receiving grievances

Task 6 – Screen grievances

Task 7 – Log grievances

Task 8 – Respond to grievances

Task 9 – Categorise grievances

Task 10 ‒ Assign a consequence level

Task 11 – Notify internal stakeholders

Task 12 – Investigate grievances/incidents

Task 13 – Resolve grievances and remediate harm

Task 14 – Monitor and evaluate

Task 15 ‒ Adjust

Task 16 – Report

3B.3 Management and resources

3B.4 Tools

3B.2 Guidance | Do
3.Engagement and analysis  |  3B Incident and grievance management  |  3B.2 Guidance  |  Do