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Grievances relate to actual or potential incidents. Therefore, categorising a grievance is the same as categorising the actual or potential incident associated with the grievance.

The table below provides an overview of examples of grievances and associated actual or potential incident categories. More examples are included in the Tools section (see 3B.4 Tools).

Table 3B.2 – Examples of grievances and associated incident categories

Example of grievance Example of associated (actual or potential) incident categories
Unfair compensation paid by site
  • Incident with reputational consequence
  • Incident with social consequence in case the situation impacted on livelihoods. Captured in the ‘Economic’ category
  • Incident with potential financial consequences in case there are indications that community could protest against the site owing to this issue
  • Incident with social consequence in case procurement procedures and/or opportunity allocation are unfair or discriminatory. Captured in the ‘Personal and Political Security’ category
Damage to houses due to fly rock, pipeline vibrations, etc.
  • Incident with reputational consequence
  • Incident with legal consequence
  • Incident with social consequence in case of impacts on community member(s) in terms of stress/mental health. Captured in the ‘Community Health and Safety’ category
  • Incident with social consequence, resulting in impacts on housing Captured in the ‘Infrastructure and Services’ category
Fear of tailings dam collapse
  • Incident with social consequence in case of impacts on community member(s) in terms of stress/mental health. Captured in the ‘Community Health and Safety’ category
Speeding/reckless driving of contractor trucks in village
  • Incident with reputational consequence
  • Incident with social consequence in case of impacts on community member(s) in terms of stress/mental health. Captured in the ‘Community Health and Safety’ category
  • Potential incident with social consequence; i.e. near-miss in terms of collision with community member or community member vehicle Captured in the ‘Community Health and Safety’ category
Site trucks in community causing dust
  • Incident with reputational consequence
  • Incident with legal consequence
  • Incident with environmental consequence
  • Incident with social consequence in case of impacts on community member(s) in terms of stress/mental health, even in case where dust emissions are within legal limits. Captured in the ‘Community Health and Safety’ category
  • Incident with social consequence in case of impacts on community member(s) in terms of physical health. Captured in the ‘Community Health and Safety’ category
Damage to Anglo American office as a result of community violence
  • Incident with financial consequence
  • Incident with potential safety consequence in case Anglo American staff could have been injured
Not enough jobs available at site
  • Incident with reputational consequence
  • Incident with potential financial consequences in case where there are indications that community could protest against the site owing to this issue
Community protest against site
  • Incident with reputational consequence
  • Incident with legal consequence
  • Incident with potential safety consequence in case Anglo American staff could have been injured
  • Incident with financial consequence
Contamination of water affecting crops or animals
  • Incident with reputational consequence
  • Incident with legal consequence
  • Incident with environmental consequence
  • Incident with financial consequence
  • Incident with social consequence, in case water contamination results in impacts on livelihoods. Captured in the ‘Economic’ category
  • Incident with social consequence, in case perception of discharge results in impacts on stress/mental health, even in case where water may not have been contaminated. Captured in the ‘Community Health and Safety’ category

It is important to categorise a grievance/ (actual or potential) incident, as it may have various causes that relate to actions or activities being undertaken by other teams or departments on site. Categorisation is also necessary for monitoring and reporting purposes and it makes it easier for sites to identify recurring problems. The table below provides a breakdown of categories and sub-categories for incidents with social consequences.

Table 3B.3 – Breakdown of categories and sub-categories for grievances or incidents with social consequence

Categories Sub-category Potentially caused by Cross-functional responsibility
Economic

Any impact on community members related to economic livelihoods such as a loss of/reduction in/reduced access to/threats to/damage to/inadequate/lack of:

  • Income
  • Sources of livelihood
  • Traditional livelihoods
  • Livelihood restoration
  • Land-based livelihoods
  • Subsistence production-based livelihoods
  • Rivers/marine-based livelihoods
  • Forest-based livelihoods
  • Pasture-based livelihoods
  • Minerals/subsoil-based livelihoods (ASM)
  • Work
  • Diversity of livelihoods
  • Productivity of livelihoods
  • Legality of livelihoods
  • Adequate levels of income generation
  • Loans, credit, other financial support
  • Job opportunities
  • Allocation of job opportunities

Impacts on economic livelihoods may be caused by the following factors:

  • Destruction of protected habitat
  • Disturbance of plants or animals
  • Illegal fishing or hunting
  • Illegal removal of wood or bush clearing
  • Reduction of access to land where mineral exploitation (ASM) is possible / legal
  • Occurrence of exotic vegetation
  • Setting of snares
  • Contamination affecting crops or animals
  • Non-payment of workers
  • Lack of direct local job opportunities
  • Unfair allocation of business opportunities
  • Unfair allocation of jobs
  • Construction activities
  • Resettlement-related compensation payments
  • Resettlement-related land acquisition
  • Resettlement-related replacement land
  • Resettlement-related livelihood restoration
  • Compensation payments provided
  • Site-induced migration
  • Other

Responsibility may lie, or be shared, with

  • Social Performance
  • S&SD
  • Human Resources
  • Supply Chain
Personal and political security

Any impact on community members related to personal and political security, such as loss of/reduction in/reduced access to/threats to/damage to/inadequate/lack of:

  • Justice
  • Labour rights
  • Freedom from slavery, forced and child labour, debt bondage
  • Freedom from persecution, discrimination
  • Freedom from violence and conflict
  • Ability to participate in political, economic, and social systems
  • Ability to participate in company engagement and consultation
  • Fair policing and public security
  • Freedom from corruption and bribery

Impacts on personal and political security may be caused by the following factors:

  • Corrupt activities by a company or contractor employee
  • Illegal conduct by company or contractor employee
  • Unethical business practices by the company
  • Unfair allocation of business opportunities
  • Non-payment of workers
  • Unfair allocation of job opportunities
  • Unfair or preferential hiring practices
  • Employee housing provided by the company
  • Confrontation or interaction with private security providers
  • Confrontation or interaction with public security providers
  • Unfair allocation of social investment projects
  • Unfair or preferential allocation of training
  • Lack of consultation or information disclosure at site
  • Lack of inclusive engagement processes at site
  • Lack of accessible grievance process at site
  • Site-induced migration
  • Other

Responsibility may lie, or be shared, with

  • Social Performance
  • S&SD
  • Human Resources
  • Supply Chain/ Procurement
Socio-cultural networks

Any impact on community members related to socio-cultural networks, such as loss of/reduction in/reduced access to/threats to/damage to/inadequate/lack of:

  • Social networks and connectedness
  • Community groups
  • Ability to provide leadership
  • Community trust
  • Social cohesion
  • Anti-social behaviour
  • Social ills (prostitution, drugs and alcohol abuse)
  • Access to knowledge and skills

Impacts on socio-cultural networks may be caused by the following factors:

  • Lack of training opportunities
  • Site-induced migration
  • Resettlement
  • Other

Responsibility may lie, or be shared, with

  • Social Performance
  • S&SD
  • Human Resources
  • Supply Chain/ Procurement
Infrastructure and services

Any impact on community members related to infrastructure and services, such as loss of/reduction in/reduced access to/threats to/damage to/inadequate/lack of/functionality of/affordability of/quality of:

  • Housing
  • Education
  • Health care
  • Transport
  • Recreation
  • Power
  • Sanitation
  • Water infrastructure
  • Worship facilities
  • Communication infrastructure
  • Household goods and services
  • Roads

Impacts on socio-cultural networks may be caused by the following factors:

  • Resettlement-related housing and services provided
  • Employee housing provided by the company
  • Employee housing provided by the contractor
  • Construction activities
  • Site-induced migration
  • Other

Responsibility may lie, or be shared, with

  • Social Performance
  • S&SD
  • Human Resources
  • Supply Chain/ Procurement
Cultural heritage

Any impact on related to tangible and/or intangible cultural heritage, such as loss of/reduction in/reduced access to/damage to/quality of:

  • movable or immovable objects, property, sites, structures, or groups of structures, having archaeological (prehistoric), paleontological, historical, cultural, artistic, and religious values
  • unique natural features or tangible objects that embody cultural values, such as sacred groves, rocks, lakes, springs, and waterfalls
  • intangible forms of culture that are proposed to be used for commercial purposes, such as cultural knowledge, cultural networks, innovations, rituals, and practices of communities embodying traditional lifestyles

Impacts on Socio-cultural networks may be caused by the following factors:

  • Construction activities
  • Site-induced migration
  • Contamination or pollution
  • Other

Responsibility may lie, or be shared, with

  • Social Performance
  • S&SD
  • Human Resources
  • Supply Chain/ Procurement
Community Health and Safety

Any impact on community members related to (physical and/or mental) health and safety, such as an increase in/incidents of:

  • Communicable diseases
  • Non-communicable diseases
  • Poverty-associated diseases
    • Diarrhoeal diseases
    • Malnutrition
  • Lifestyle-associated diseases
    • Alcohol abuse
    • Drug abuse
    • Obesity
    • Smoking
  • Injuries
  • Death

Impacts on community health and safety may be caused by the following factors:

  • Dust
  • Gas emissions/particulates
  • Odours
  • Noise
  • Vibration
  • Hazardous substances
  • Ground water pollution/contamination
  • Surface water pollution/contamination
  • Unsafe or unhealthy working conditions
  • Site vehicles on public roads
  • Site-induced in-migration

Responsibility may lie, or be shared, with

  • Social Performance
  • S&SD
  • Human Resources
  • Supply Chain
3B.2 Guidance | Do
3.Engagement and analysis  |  3B Incident and grievance management  |  3B.2 Guidance  |  Do