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Chapter 7. External Communication and Grievance Mechanism

Provided by IFC Sustainable Business Advisory

Grievance Mechanism

The purpose of a Grievance Mechanism is to establish a way for an individual or a group within communities affected by your business to contact you if they have an inquiry, a concern or a formal complaint.  It provides people with an alternative way of communicating with your company as part of your formal stakeholder engagement process. 

External Communication

Even if affected communities per se are not identified, you should always establish and maintain a publicly available and easily accessible channel for the public to contact you (e.g., phone number, website, email address, etc.).  External stakeholders can provide valuable information such as suggestions on product improvement, feedback on customers’ interaction with your employees and comments from regulators, NGOs and individuals regarding your company’s environmental and social performance.

We present two tools related to this element:


<Go to ESMS Toolkit and Case Studies Main Page 

<Go back to Chapter 6: Stakeholder Engagement 

>Proceed to Chapter 8. Reporting Back to Affected Communities

Copyright © 2016 IFC Corporate Governance.  All Rights Reserved.

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