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GRIEVANCE MECHANISMS
Patrick McKeller
ELEVATE
Khai Yau Chua
Responsible Business Alliance
GRIEVANCE MECHANISMSInternal & External Channels
WHY GRIEVANCE MECHANISMS?
Legislative
Requirements
Assessment
Requirements
• Grievance mechanisms are an important supplement to the top-
down audit approach to understand how workers are being
impacted.
• It is an important part of the assessment requirements of key industry
audit programs (e.g. RBA, BSCI, SMETA, ICTI, etc.)
• e.g. RBA CoC: D6.1 A way to confidentially report suspected ethical
misconduct is available to workers and workers of suppliers
• To verify, auditors will review records and documents of the grievance
mechanism at the operational level…this is an important step to
verify compliance performance
• AIM-PROGRESS is exploring various options to provide guidance to
members both from a industry perspective and as individual members
• Legislation at the country level requests a grievance mechanism (internal
or external)
• e.g. Sapin II in France specifies protection for whistleblowers to report
violations and misbehavior
GRIEVANCE MECHANISM IN SUPPLY CHAIN MANAGEMENT
Internal:
Managed by
Facilities
External:
Managed by
External
Parties
VS.
INTERNAL
Internal:
Managed by
Facilities
Facilities manage workers directly,
so internal grievance mechanisms are the
MOST IMPORTANT
Most Sustainable
Most Efficient
Most Impactful
EXTERNAL
• Supplements internal grievance mechanisms
• Independent & confidential
• e.g. Local NGOs, Trade Unions, 3rd Parties, Gov’ts
External:
Managed by
External
Parties
INTERNAL GRIEVANCE MECHANISMS – FOR WHOM AND WHY?
Worker
Facility
Client
FOR WHOM WHY
• Collect feedback/direct communication with management
• Address issues in the workplace
• Build trust with the facility
• Provide early opportunities to alleviate tension
• Identify gaps in current management practices
• Demonstrate commitment and build trust with workers
• Minimize delivery interruption
• Create a sustainable supply chain
• Promote worker engagement
INTERNAL GRIEVANCE MECHANISMS – WHAT AND HOW?
8
How To Promote?
Channel
• Trainings
• Noticeboard
• Meetings
Vehicle
• Posters/cards
• Wage slips
Channels
• Suggestion box
• GM’s email/number
• Internal hotline
• Production managers
• HR department
• Supervisors
Protocol
• Case handling and
categorization
• Confidentiality
• Remediation
What? How?How to Measure
Impact?
• *No. of cases reported
/usage
• Frequency of repetitive
cases
• % cases closed
• Evaluation results from
callers
• Survey/interview on internal
grievance mechanism
• Turnover rate
How?
RBA WORKPLACE OF CHOICEMalaysia Program Overview
INTRODUCTION: WORKPLACE OF CHOICE PROGRAM 1.0 (PILOT)
Worker SurveyWorker – Management
Communication HelplineWorker Education
Building Effective Grievance Mechanisms for Foreign Migrant Workers in Malaysia’s Electronics Sector
22Factories
Surveyed
2,882Workers Surveyed
1,914Foreign Workers Surveyed
45,991Workers Covered
Indonesia
Nepal
MyanmarVietnam
Philippines
Bangladesh
FMW are
from….India
Thailand
Sri Lanka
Cambodia
Pakistan
China
KEY WORKER SURVEY RESULTS
Do FOREIGN workers understand the
information provided during
recruitment?
32% Partly
Understand
2% Do NOT
Understand
66%
64%
15%
14%
10%
10%
11%
13%
10%
4%
Supervisor
Suggestion box
HR
Formal grievance channel
Hostel
Production manager
Labor broker
I would not say anything
General manager
Who would you talk to in case of issues?
(Foreign Workers only)
68%Trust
% Foreign workers trust
communication
channels
2 Training Modules
6 Workshops
24 Factories & Labor Agents Participated
49 HR and Operations Staff Trained
HIGHLIGHTS
Worker
Management
Communication
Pre-Departure
Orientation
Training
Evaluation Results
Fair
3%
97%
Feel Excellent
or Good
Topics:
Supervisor capacity building and management; components of an
effective internal grievance mechanisms.
Key topics to be included in PDO
Effective training delivery and maximized impact
GROUP EXERCISE
GROUP EXERCISE
Common Practices, Challenges and Ideas
Step 1: Circle the channels being used by facilities represented in your group.
Step 2: Discuss and write down common grievance mechanism practices related to the three critical elements: promotion, management and measurement.
Step 3: Identify and write down 3 common challenges related to each critical element.
Step 4: Choose 1 challenge to focus on and list 3 ideas for addressing that challenge.
Step 5: Share your ideas!
GROUP EXERCISE
GROUP PRESENTATIONS
INTERNAL GRIEVANCE MECHANISMS – IDEAS FOR SUCCESS
1. Better understand
your workers
• Understand how workers prefer to
communicate
• Solicit their feedback on existing
mechanisms
• Raise awareness and show
commitment to encourage better
worker engagement
• Provide offline and online training and
support to supervisors focusing on
practical issues such as:
• How to conduct pre-shift meetings
effectively
• How to handle worker feedback
focusing on common issues
• Focusing on Supervisors and their
important role within a facility might
lead to more sustainable change
2. Focus on key groups
like supervisors
CONCLUSION
Internal:
Managed by
Facilities
External:
Managed by
External
Parties
Grievance Mechanisms
Not just a buzzword, becoming a requirement and expectation
Internal vs. External
Important that both are available and functioning
Internal
Most Sustainable
External
Supplement to Internal Mechanism
Elevate Hong Kong Holdings Limited
Arion Commercial Building, 2-12 Queen's Road West, Hong Kong
香港皇后大道2-12號,聯發商業中心19樓1室
GROUP EXERCISEInternal Grievance Mechanisms Popular Channels (Circle All Channels Being Used)
-Supervisors -Production Managers -HR Department -Suggestion Box -Internal Hotline -Mobile Channel -Unions
-Web Channel -General Manager -Contact Info -Worker Committee -Worker Representative -Meetings
-Other:_____________________
Critical
Elements
Common
Practices
Common
Challenges
Improvement Ideas
(Choose 1 Challenge)
Promotion
How are workers made
aware of the available
channels for voicing
concerns/ opinions?
1.
2.
3.
1.
2.
3.
GROUP EXERCISE
Management
How is you internal
grievance mechanism
being managed? E.g.
protocol, responsible
person,
documentation?
1.
2.
3.
1.
2.
3.
Measurement
What KPIs are being
used to measure the
effectiveness of your
grievance
mechanism?
1.
2.
3.
1.
2.
3.
GROUP EXERCISE
Popular
Channels
Critical
Elements
Common
Practices
Common
Challenges
Improvement Ideas
(Choose 1 Challenge)
Supervisors
Production Managers
HR Department
Suggestion Box
Internal Hotline
Mobile Channel
Web Channel
General ManagerContact Info
Worker Committee
Union
Worker Representative
Meetings
Other:
Promotion
How are workers
made aware of the
available channels for
voicing concerns/
opinions?
1.
2.
3.
1.
2.
3.
Management
How is you internal
grievance mechanism
being managed? E.g.
protocol, responsible
person,
documentation?
1.
2.
3.
1.
2.
3.
Measurement
What KPIs are being
used to measure the
effectiveness of your
grievance
mechanism?
1.
2.
3.
1.
2.
3.