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How companies respond to complaints and grievances –
MPRL E&P perspectives3rd June 2015
Objective: Ensure communities are given a voice and to ensure impact associated with operations affecting the environment and surrounding communities are monitored and effectively addressed
Driving factor: Receiving a social license to operate
GrievanceAn issue, concern, problem, or claim (perceived or actual) that an individual or community group wants a company to address and resolve
ContextMPRL E&P works closely with Mann Field Operator, MOGE, to advise, guide, and supportFarmland in and around oil and gas fieldChanges in land occupancy
Mann Field, Minbu tsp, Magwe
PILOT PHASE
© 2015 MPRL E&P Pte Ltd. All rights reserved.
o Piloted in 3 of 14 communities in August 2013
o Provided training to community volunteers
o Held community meetings , erected information boards and and distributed informational cartoons to improve awareness
o Placed grievance collection boxes in strategic locations
Timeframe: 7 days
Grievance warrants action with no payment
Individual(s) remain dissatisfied
FT provides feedback to complainant
Implement
Present to Sr. Mgmt
Negotiate/calculate/and agree FT provides
feedback to complainant
FT provides feedback to complainant
Approved
Grievance report
Incident happens
FT goes on site, acknowledges and registers case
MOGE/FT review and investigate
FMs;Camp
Volunteer
MOGE/FT develop sug. solutions and informs CSR YO
FT receives
grievance
FT/FM/MOGE address incident on-the-spot
Grievance warrants no action
Grievance warrants compens./pymt only
Grievance warrants action with payment
FT provides feedback to complainant
Closeout
Closeout
Implement Closeout
Timeframe: 2 weeks
Timeframe: generally 1-4 weeks
Closeout
Timeframe: generally 1-4 weeks
Individual(s) satisfied
© 2015 MPRL E&P Pte Ltd. All rights reserved.
PERFORMANCE
Number of cases filed 36
Number of cases addressed 33
Average time to acknowledgement (days) Target 1-3 days
3
Average time to feedback (days) Target 14 days
16
Average duration to closure (days) Target 30 days
35
Average time to compensation (days) Target 7 days
9
% satisfied with processTarget 50%
100
% satisfied with outcomeTarget 50%
100
PROGRESS UPDATE
o Planning for GRM information dissemination sessions to be delivered by community volunteers
o Providing Training of Trainers (ToT) to community volunteers using the GRM Procedures as a manual
o Target: 50% of households in all 14 communities to be covered by GRM information sessions
© 2015 MPRL E&P Pte Ltd. All rights reserved.
COMPLAINTS
04/15/23 MPRL E&P 7
CASES
04/15/23 MPRL E&P 8
CURRENT CHALLENGES
o Effectively addressing all complaints and/or concerns received within an appropriate timeframe, especially when it involves coordinating with multiple government stakeholders
o Coordinating with government stakeholders to engage in direct dialogue with community members as direct engagement with communities did not take place prior to 2012
© 2015 MPRL E&P Pte Ltd. All rights reserved.
NEXT STEPS
Closeout Form
Case No./HSE Incident Report Number: ____________
1. Close date:
2. Type of grievance resolution: a. No action b. Action only c. Action with compensation and/or payment d. Compensation and/or payment only
3. If action taken, summarize action taken: Completion date:
4. File Review
Documents to be completed as relevant Yes No N/A Comments, if any Grievance Report GM Record Log Receipt of Information Crop Compensation Calculation Agreement Crop Compensation Receipt Letter requesting payment by MOGE FT Memo Meeting minutes Attach recorded meeting minutes to Appendix 6-A
Evidentiary documentation (pictures, measurements, etc.) Attach pictures of implemented resolutions to Appendix 6-B
5. Meeting log
Date Type of contact People involved Key issues discussed Decisions made
© 2015 MPRL E&P Pte Ltd. All rights reserved.
• Community volunteers will deliver information sessions on the GRM process to members of at least 50 percent of households in all communities.
• MPRL E&P will measure the effectiveness of this peer-to-peer information dissemination program and track change in the level of community awareness of the GRM process.
REFERENCES
International Financial Corporation. 2009. Addressing grievances from project-affected communities: Guidance for projects and companies on designing grievance mechanisms. Washington, DC.
Compliance Advisor/Ombudsman (CAO). Advisory note: A guide to designing and implementing grievance mechanisms for development projects. Accessed at www.cao-ombudsman.org/howwework/advisor/documents/implemgrieveng.pdf
Rees, C. with Cahn, D., Sonnenberg, S. and Zandvliet, L. (2011) Piloting Principles for Effective Company–Stakeholder Grievance Mechanisms: A Report of Lessons Learned. CRSI Report No. 46, Corporate Social Responsibility Initiative (CSRI), Harvard Kennedy School, Cambridge, MA.
Rees, C. and D. Vermijs (2008) Mapping Grievance Mechanisms in the Business and Human Rights Arena. CRSI Report No. 28.
IPIECA. Community Grievance Mechanisms Toolkit. Available at http://www.ipieca.org/publication/community-grievance-mechanisms-toolbox