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Grievance mechanisms are an important part of IFC's approach to requirements related to community engagement by clients under the Performance Standards. This Good Practice Note provides expanded guidance for companies on the grievance management pillar of stakeholder engagement. It provides guidance on basic principles and general process steps that organizations from any sector and of any size should take into account when dealing with concerns and complaints from affected communities. The document also includes examples from private sector projects of IFC clients around the world, ranging from large oil, gas, and mining projects to medium and small manufacturing companies. This publication is intended to benefit practitioners working on community and social development issues in a developing country context.
44 pages | © September 2009 IFC | Complimentary