Operational-level grievance mechanisms (OGMs) are systems that companies set up at their operational sites to handle complaints from community members, workers, human rights defenders and other stakeholders.
The Operational-level Grievance Procedures includes:
- allows stakeholders to raise questions or concerns with the Company
- Complaints shall be addressed in a prompt and respectful manner. Company aims to address all Complaints received, regardless of whether they stem from real or perceived issues and whether the Complainant is named or anonymous. Any stakeholder who considers themselves affected by Company’s activities will have access to this Procedure at no cost. The statutory rights of the Complainant to undertake legal proceedings remain unaffected by participation in this process.
- To foster trust in the process and its outcomes, company will communicate this Procedure in an understandable manner to affected stakeholder groups.
- Company will ensure and respect confidentiality of the parties and the company will take all reasonable steps to protect them to the process from retaliation.
However, many observers have critiqued OGMs for failing to meet international standards on fair process – including the effectiveness criteria such as legitimacy and predictability that are listed in the UNGPs – and for falling short when it comes to providing meaningful remedies. Studies on implementation of OGMs show that some corporate-designed grievance mechanisms are flawed in ways that have significant implications for communities. More specifically, studies have noted OGMs are often weak on engagement and dialogue with users and other stakeholders.
Discussions come up with Community-Driven Grievance Mechanism as a more just and fair system. But how, discuss with us!
Andriyani + Hidayat | Counsellors at Law 