The management of grievances is a central part of the stakeholder engagement process. The Project has developed a Grievance Management Procedure which is a step-by-step approach for receiving, acknowledging, and registering, reviewing, investigating and resolving complaints and grievances from all Project affected stakeholders.

This Project level Grievance Management Procedure reflect the Project’s commitment to ensuring that communities and individuals adversely affected by the Project are able to raise a grievance so that it can be remediated.

As part of their regular engagement with stakeholders, EACOP stakeholder engagement team ensure that the Grievance Procedure is well known and understood by local communities who need clear information, in a summarized form, adapted to the local context and language, and combined with practical explanations about the following points:

• The different ways of submitting a grievance.
• A short description of the Procedure’s different steps and time frame.
• The possibility for Complainants to be assisted by trustworthy people when submitting their grievance, when holding discussions with the Project stakeholder engagement team and when signing documents.
• That the Procedure is free of charge; and
• The confidential nature of the Procedure and that the Complainants’ identity will not be revealed if they wish this to be the case or if the context so requires.