Sites should send an acknowledgment of receipt to the complainant, including an overview of the investigation and resolution process to be followed. Sites should set clear timeframes within which the complainant can expect a proposed resolution in line with the grievance process in place, so that the complainant is assured of the predictability and transparency of the process. This timeframe needs to be practically feasible for the teams, while at the same time respecting the stakeholder’s needs and expectations. Where there is a clear sense of urgency regarding a grievance (e.g. due to public outcry or perceptions of ongoing harm), it may need to be resolved more quickly.
In instances where timeframes set in the grievance process cannot be met, an interim response should be provided, explaining what actions are being taken, that there will be a delay, the reasons for this, and the revised date for a proposed resolution.
As part of sites’ response and overview of the grievance process, complainants should be informed of alternative avenues available to them. These might be state-based (judicial or non- judicial) or non-state-based (trade unions). Allegations of a criminal nature must be referred to the relevant authority.
Table 3B.1 – Responding to grievances
| Preliminary Consequence Level |
Complainant |
| Level 1 |
Confirm receipt within five days
Initiate preliminary consultations with complainant within eight days
Start investigation within 15 days |
| Level 2-3 |
Confirm receipt within 48 hours
Initiate preliminary consultations with complainant within four days
Start investigation within 10 days |
| Level 4-5 |
Confirm receipt within 24 hours
Initiate preliminary consultations with complainant within one day
Start investigation within two days |