June 2008, CAO (Office of the Compliance Advisor/Ombudsman) | The World Bank Group
Against the backdrop of the IFC and MIGA Performance Standards, this guide consolidates knowledge and lessons regarding grievance resolution from various sources, including on-the-ground experiences of the CAO, findings from studies on grievance resolution in the workplace and in environmental conflict resolution, and practical experience in establishing peace accords and procedures in post-conflict disputes over land and property.
As grievance resolution mechanisms are increasingly adopted, companies and communities must learn how to design and implement these systems cooperatively and more effectively for their potential to be realized. This Advisory Note offers practical guidance to assist in the design and implementation of effective project-level grievance mechanisms.
