How companies respond to complaints and grievances – MPRL E&P perspectives
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Transcript of How companies respond to complaints and grievances – MPRL E&P perspectives
How companies respond to complaints and grievances – MPRL E&P perspectives
28 January 2015Multi-stakeholder workshop on strategic community
investment in the extractive industriesSummit Parkview Hotel, Yangon, Myanmar
Objective: Provide surrounding communities the opportunity to voice concerns. In addition, 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
Context MPRL E&P works closely with Mann Field Operator,
MOGE, to advise, guide, and support Farmland in and around oil and gas field Changes in land occupancy
Mann Field, Minbu tsp, Magwe
1. 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.
# of cases filed: 29# of cases addressed: 22Average duration to closure: 28.3 days% satisfied with process: ?% satisfied with outcome: ?
AT A GLANCE Sept-Dec 2014
Large majority of grievances relate to requests forinfrastructure (refilling currently unused produced water pits, removing currently unused oil and gas pipelines, and shut-in wells)
PROGRESS UPDATE
o Undertaking a major review to strengthen grievance resolution processes
o Building capacity of field teams in grievance handling for timely resolution
o Distributed leaflets to improve community awareness o Informal whistle blowing tool
o Continuous capacity building of government stakeholders in project-level grievance resolution © 2015 MPRL E&P Pte Ltd. All rights reserved.
CURRENT CHALLENGES
o Effectively addressing all complaints and/or concerns received within an appropriate timeframe
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
o Tracking progress of cases and identifying trends
© 2015 MPRL E&P Pte Ltd. All rights reserved.
NEXT STEPS
o Setting targets and milestoneso Defining key performance indicators (KPIs) to
monitor and evaluate the effectiveness of the system
o Seeking stakeholder feedback on their satisfaction with the process and outcome
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
Indicator Target
Time to acknowledgement (days) 1-3
Time to feedback (days) 14
Average duration to closure (days) 30
Time to compensation, if direct compensation req. (days)
7
% satisfied with outcome 80
% satisfied with process 80
© 2015 MPRL E&P Pte Ltd. All rights reserved.
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