MCRB, together with the Ministry of Environment and Natural Resources Conservation (MONREC) and Vermont Law School, with support from Heinrich Boll Foundation, held a workshop for local Environmental Impact Assessment Consultants with a focus on assessing social impacts – i.e. impacts on people - and the value of public participation and consultation in identifying these. Read more: http://www.myanmar-responsiblebusiness.org/news/consultants-biggest-challenge.html

1. Complaints and Grievance Mechanism
Hnin Wut Yee
Workshop for EIA Consultants
Environmental Impact Assessment in Myanmar:
Lessons Learned and Recommended Practices
17 November, 2017

2. Content
2
 What are Grievances/ Grievance Mechanisms?
 Myanmar Legal Framework on Complaints and Grievance
Mechanism
 Draft Guideline on Public Participation in Myanmar’s EIA Process
and Complaint/Grievance Mechanisms
 Examples of Grievance Mechanisms
 Key Points

3. 3
What are Grievances/ Grievance Mechanisms?
What is a grievance?
What is a grievance mechanism?
What is remedy?
Why it is important to address grievances?

4. What is a grievance?
4
“Perceived injustice evoking an individual or group’s sense of entitlement, based on law,
contract, explicit or implicit promises, customary practice or on general notions of fairness.”
“ဥပေဒအရ၊ ကန္ထ႐ုိက္္စာခ်ပ္အရ၊ ရွင္း င္း္စကာိေပးေပး၍ ေသစ္ ္္း ေကစင္း၊ မေပးဘဲႏွင့္ေသစ္ ္္းေကစင္း၊ ဓေ ့ထုးာမ္း
အရေသစ္ ္္းေကစင္း၊ မွခာမႈ၏ ေုဘုုခုယူမႈမခစးအရ ေသစ္ ္္းေကစင္း ာ္္္ုာ္္ေုစက္ သုိမမုာ္ အဖ႕ာ္္ဖ႕၏
ာ္စးပုိင္ာင့္ကုိ ာရစးမွခာမႈကင္းမ့္စ မေပးျာင္းမခ်ိးျဖ္္သ္္သည္။”
“Complaints or grievances refer to a specific incident that has been alleged, as well as to
any damage, impact or dissatisfaction that allegedly occurred as a result of company or
contractor actions, perceived or actual.”
“္ပ္္ထစးသ့္္ အေရးကိ္ၥာ္္္ုာ္္ရစ အာက္ ာုိင္္ကစးမႈမခစး သုိမမုာ္ န္္နစမႈမခစးကို ရ္္္ႊန္း သကသို ကုမၸဏီ (သို)
ကန္ထ႐ုိက္၏ ုပ္ေူစင္မႈ မခစး၏ ရ ဒ္အျဖ္္ ုယူ္ကသ့္္ သုိမမုာ္ အမွန္ာကု္ျဖ္္ပစးာ့သ္္ ပခက္္ီးမႈ၊ သက္ေရစက္မႈ
သုိမမုာ္ မေကခနပ္မႈ ာ္္ာုာု ္္း ျဖ္္သ္္သည္။″
Sources:
1. UN Guiding Principles on Business and Human Rights
2. https://www.iaia.org/uploads/pdf/SIA_Guidance_Document_IAIA.pdf

5. What is a grievance?
5

6. What is a grievance?
6

7. What is a grievance mechanism?
A proactive and structured approach to receive, acknowledge, investigate,
respond to and remedy complaints and grievances from local stakeholders in
a planned, timely and respectful manner.
7
What is the path
to addressing
complaints?
Accessible?Complex?

8. What is remedy? ကု္စးမႈူုိာစ ဘစ သည္။
 ၀န္ာခောစင္းပန္ျာင္း
 ာ္္္ုာ္္ရစေသစ ုပ္ငန္း သုိမမုာ္ ူက္ူေရးကို ရပ္ာန္
ၿာင္း သုိမမုာ္ ထပ္မမျဖ္္ေ္ေရး အစမာာခက္မခစးျဖင့္
ေနစက္ထပ္ ထိာုိက္မႈမခစးကုိ ႀက်ိာင္ကစကု္ျာင္းသည္။
 န္္နစေ္ကးေပးျာင္း (ေငေရးေ္ကးေရး သုိမမုာ္
ေငေရးေ္ကးေရး မမုာ္ေသစ)
 ျပန္ ္္အပ္ဲႏွင္းျာင္း၊ ျပန္ ္္ထယေထစင္ျာင္း
 ျပ္္ဒဏ္ာခမွာ္ အေရးုယျာင္း
 သက္ူုိင္သယမခစးသေဘစာယသ့္္ ကု္စးမႈ၏ အျာစးပု္အာခ်ိ႕

9. Examples of Remedies
Compensate Punishment Pausing the operations
Give back or Rebuild Apologies
Some other form of remedy
agreed by the parties
Restitution of
things list
Guarantees of
non-repetition

10. Why it is important to address grievances?
 Access to remedy is itself a human right
 Accountability
 Justice
 Fairness
 There are currently few other effective options in Myanmar –
e.g. legal proceedings - to address concerns
 Better outcomes for company and community: reduce the
impacts, mitigate and give remedies, reduce the cost of
stoppages, demonstrations etc
 Reduce risks to reputation or costs of litigation
 Supports a company’s ‘social license’
10
Prevention
Stakeholder
Engagement
Addressing
Grievances
“They paid no
attention to us when
we raised small
problems, so we had
to create a big one.”

11. န္္နစမႈမခစးကို ေျဖရွင္းရန္ ဘစေ္ကစင့္ အေရးႀကီး သ သည္။
 န္္နစမႈမခစးကုိ ကု္စးာပုိင္ာင့္သ္္ပင္ ွခင္
ယအာင့္အေရးာ္္ရပ္ျဖ္္သ္္သည္။
ာစ၀န္ာမႈ
ာရစးမွခာမႈ
မွခာမႈ
 ပုိမုိေကစင္းမန္ေသစရ ဒ္မခစးဲႏွင့္ အျပန္
အ ွန္ာခိာ္ူက္ေနေသစေ္ကစင့္ ျဖ္္ သ္္သည္။

12. Myanmar’s Legal Framework for Complaints and Grievances
12
MIC Grievance Mechanism
2016 Myanmar Investment Law (article 25, n) and (article 82, k)
2017 Myanmar Investment Rules
 Other Myanmar laws concerning complaints/grievances
 Draft Guideline on Public Participation in Myanmar’s EIA Process
and Complaint/Grievance Mechanisms

13. 2016 Myanmar Investment Law
ပုဒ္မ၂၅ (ဎ) အခန္း (၆) ဤ ဥပေဒအ း ထိေရ က္္စ အေက င္အထည္ေဖ ္ေ င္ရစက္ရ ္စင္ အၿငင္းပစ းမမေၿဖရဖင္း ည္သည္႔
အ င္သည္႔ ိုသည္႔မေရ က္ရဖိမီ အၿငင္းပစ းမမမမ းအ း ္န္္္ကမ္ိ္္္ၿခင္း၊ အေၾက င္းအရင္းအၿမ္္ေဖ ္ထု္္ၿခင္း၊ ္ုန္သည္႔ၿပန္ၿခင္း၊ ္ံု္မ္းေမးၿမန္းၿခင္း၊
န္္န ံုးရမံးမမမမ းကို ေၿဖရဖင္းၿခင္း္ ည္သည္႔ လုပ္ငန္းမမ းကို ေ င္ရစက္္ႏုိင္ေ ္န္္္္္ခု ္ည္ေထ င္ၿခင္း ္ႏဖင္သည္႔ ္ီမံခန္သည္႔ခဲစၿခင္း။
Article 25 (n) Chapter VI (Disputes and Power of the Commission) in effectively implementing of this Law, establishing and
managing a system that is able to carry out activities such as systematically scrutinizing disputes, identifying the causes for
disputes, responding, inquiring and settling the losses before the stage of dispute resolution.
ပုဒ္မ ၈၂. အခန္း (၁၉) ဤ ဥပေဒကိုထိေရ က္္စ အေက င္အထည္ေဖ ္ေ င္ရ ္စင္ ေက ္မရဖင္ ည္ ရင္း္ႏဖီးၿမဖပ္္ႏဖံမမ ို္င္ရ
ၿပ န ရပ္မမ းအ း ္ရ း၀င္ အၿငင္းပစ းမမ အ င္သည္႔ ိုသည္႔မေရ က္ရဖိမီ ေၿဖရဖင္း္ႏုိင္ရန္၊ အၿငင္းပစ းမမ ၿဖ္္ပစ းၿခင္းမဖ က ကစယ္ရန္ ္ႏဖင္သည္႔ က္ ိုင္ ည္သည္႔
္ံု္မ္း္္္ေ းမမမမ း ေ င္ရစက္ရန္အ္စက္ န္္န မမေၿဖရဖင္း ည္သည္႔ နည္းလမ္း္္္ရပ္ ကို္ီမံခမမဖ္္ရမည္။
Article (82) Chapter XIX (Settlement of Disputes): “In effective implantation of this Law, the Commission shall establish and
manage a grievance mechanism to resolve, prevent the occurrence of disputes, and carry out the relevant inquiries for the
investment issues before reaching at the stage of legal disputes.
13

14. 2017 Myanmar Investment Rules
အာန္း (၁၇)
ရင္းဲႏွီးမွပ္ဲႏွမႈ အကယအ္ီေပးေရးေကစ္မာီ
၁၆၅သည္။ ေကစ္မရွင္သ္္ ေအစက္ေဖစ္ျပပ္ ုပ္ငန္းာစ္န္မခစးေူစင္ရက္ရန္ ဥပေဒပုဒ္မ ၂၇ အရ ရင္းဲႏွီးမွပ္ဲႏွမႈ အကယအ္ီေပးေရးေကစ္မာီအစး
သင့္ေ ွခစ္သ့္္ ပုဂိ် ္မခစး ပ္္င္ေ္ ခက္ ဖ႕္္္းရမ္္ -
(ဃ) ေကစ္မရွင္၏ ာင့္ျပ်မိန္ျဖင့္ေူစင္ရက္ေသစ ရင္းဲႏွီးမွပ္ဲႏွမႈ ္ီမကိန္းမခစးေ္ကစင့္ ထိာိုက္န္္နစရျာင္းဲႏွင့္ ္ပ္ ခဥ္းသ့္္ ာိုင္္ကစးသယ၊
အျာစးထိာိုက္န္္နစသယမခစး၊ ပ္္င္ပာ္သာ္သယမခစးဲႏွင့္ ရင္းဲႏွီးမွပ္ဲႏွသယမခစးအ္ကစး ာင္ ိုအပ္ပ္က အကယအ္ီေပးျာင္း၊
(င) အပိုဒ္ာ (ဂ) အရ ာိုင္္ကစးမႈကို ရင္းဲႏွီးမွပ္ဲႏွမႈ ႀကီး္ကပ္ေရးးစနာဲႏွင့္ သက္ူိုင္ရစ အ္ိုးရးစန ၊ အ္ိုးရအဖအ္္္းာိုထသို
အသိေပးအေ္ကစင္း္ကစးျာင္း၊
(္) ဥပေဒပုဒ္မ ၂၅ (ဎ) ၊ ပုဒ္မ ၈၂ ဲႏွင့္ ပုဒ္မ ၈၃ အရ အျငင္းပစးမႈဲႏွင့္ န္္နစူုးရႈးမႈမခစးကို ေျဖရွင္းသ့္္ ္န္္ာ္္ာု ာ္္ေထစင္ျာင္းဲႏွင့္
္ီမာန္ာျာင္းာိုာင္ ပ္္င္ကယ္ီေူစင္ရက္ရန္သည္။
Chapter XVII: Investor Assistance Committee
165. Subject to these Rules, Commission shall establish an Investor Assistance Committee pursuant to section 27 of the Law to:
(d) conciliate among the people who made grievances for Investments made under the Commission’s Permit, other aggrieved parties,
stakeholders and Investors;
(f) assist with the establishment and administration of a grievance and dispute resolution mechanism pursuant to sections 25(n), 82 and 83
of the Law.
14

15. 2017 Myanmar Investment Rules
အာန္း ၂၀
ရင္းဲႏွီးၿမွပ္ဲႏွသယ၏ ာစ၀န္၀ာၲရစးမခစး
၂၀၃သည္။ ရင္းဲႏွီးမွပ္ဲႏွသယသ္္ ရင္းဲႏွီးမွပ္ဲႏွမႈ္ီမကိန္းမခစးေ္ကစင့္ ထိာိုက္န္္နစရသယမခစးအာက္ သက္ူိုင္ရစ အ္ိုးးစန၊
အ္ိုးရအဖ႕အ္္္းမခစးဲႏွင့္ ၫွွိဲႏိႈင္းမႈ ုပ္ငန္း္ဥ္မခစး ေူစင္ရက္ရစာင္ အျပ့္္အ္ ကယ္ီေူစင္ရက္ ေပးရမ္္သည္။
Chapter XX : Investor Responsibilities
203. The Investor shall fully assist while negotiating with the Authority for settling the
grievances of the local community that have been effected due to Investments.
15

16. Other Myanmar laws concerning
complaints/grievances
 Environmental Impact Assessment Procedure 2015
- Consultation and disclosure in different phases
- OGM Requirement to be included in Environmental Compliance
Certificate
 Draft Guideline on Public Participation in Myanmar’s EIA Processes
 Thilawa SEZ 4/2015
 2012 Labour Dispute Settlement Law

17. 17
Draft Guideline on Public Participation in Myanmar’s EIA
Process and Complaint/Grievance Mechanisms

18. Definition on Grievance Mechanism
Grievance mechanism is a formalized means for people to raise
concerns with the company about any impact they believe the company
has had on them in order to seek a remedy to the impact. The
mechanism should help to identify problems early, before they escalate
and provide solutions that include remedy. A grievance mechanism
should be just one part of a broader effort by the company to provide
for a regular avenue of information and consultation about the project.
Chapter 1: Draft Guideline on Public Participation in Myanmar’s EIA Processes, 31 May
2017
18

19. Chapter 2: Planning Public Participation
2.4. Contents of the Public Participation Plan
The Public Participation Plan should include, as a minimum, the following
contents:
(iv) Initial identification of likely stakeholder concerns and interests.
(vii) the process for responding to issues raised during public
participation
(viii) complaints management and grievance redress mechanisms
during the EIA process
19
Chapter 2: Draft Guideline on Public Participation in Myanmar’s EIA Processes, 31 May 2017

20. Chapter 3:IEE Type Projects
3.4. Public Participation during preparation of the IEE
3.4.2. Organising and conducting public participation meetings
e) Conduct of Public Participation Meetings: All IEE public participation meetings should involve
the following minimum elements:
(ii) Presentations by the Project Proponent about the project, including but not limited to:
 the Public Participation Plan for the IEE investigation stage; and
 any grievance mechanism or community consultative committee to be established for the
project.
3.4.4. IEE Report Final Presentation
(b) The final presentation should also include a presentation of the proposed EMP, which should
include details of any proposed community grievance mechanisms or dispute resolution process
to apply during implementation if the project is approved
Chapter 3: Draft Guideline on Public Participation in Myanmar’s EIA Processes, 31 May 2017 20

21. Chapter 4: EIA Type Projects
4.3.4. Public Participation Activities
4.3.4.2. Organising and Conducting Public Participation Meetings
h) Conduct of Public Participation Meetings: All public participation meetings should involve discussion of the
the following minimum elements:
 Any grievance mechanism and any on-going community engagement mechanisms to be established if
the Project Proposal is implemented.
4.3.4.4. EIA Report Final Presentation
b) The final presentation shall also include a presentation of the proposed EMP, which must include details of
the proposed mechanisms for public participation in project monitoring, and community grievance
mechanisms to apply during implementation if the Project Proposal is approved.
4.3.4.5. EIA Investigation Stage Meetings Summary
 EIA Report Final Presentation: To present the final EIA Report (including the EMP and any proposed
Complaints and Grievance Mechanism, Resettlement Action Plan, Livelihood Rehabilitation Plan and/or
on-going community engagement processes).
Chapter 4: Draft Guideline on Public Participation in Myanmar’s EIA Processes, 31 May 2017
21

22. Chapter 5: Stand-alone EMPs
5.1.2. Public Participation during EMP preparation
h) The Public participation process will continue during the project implementation, if the Project
Proposal is approved. The EMP Report should define the future public participation process in
terms of:
(i) objectives of the public participation processes during all project implementation phases
(ii) the PAP and other stakeholders;
(iii) engagement mechanisms;
(iv) complaints and grievance mechanism
(v) information disclosure.
Chapter 5: Draft Guideline on Public Participation in Myanmar’s EIA Processes, 31 May 2017
22

23. Chapter 6: Project Monitoring and Compliance
6.5. Complaints and Grievances Mechanism
a) The Project Proponent should indicate, in the EMP, how it will manage complaints and
grievances. The Environmental Compliance Certificate may also include conditions on
continuing consultations following approval of the project and on measures to deal with
complaints.
b) To establish a Complaints and Grievances Mechanism (CGM)
c) Scaled to the risks and impacts of the project
d) To find solutions
(i) Types of remedies
(ii) Prevent the same impacts recurring
(iii) The EMP reviewed and updated as a result of these remedies and solutions
e) The CGM should be designed based on principles set out in international standards (UN
Guiding Principles on Business and Human Rights, Principles 29-31 and IFC
Performance Standard 1.)
Chapter 6: Draft Guideline on Public Participation in Myanmar’s EIA Processes, 31 May 2017
23

24. Operational Level Grievance Mechanism: Effectiveness Criteria
Under the UN Guiding Principles on Business and Human Rights, companies are
expected to establish an ‘operational level grievance mechanism’ i.e. at the factory,
mine, etc. This should be:
 Legitimate: Foster trust among stakeholders
 Accessible: Be known to all intended stakeholder groups and assist with barriers
to access
 Predictable: Clear procedure, timeframe and outcomes
 Equitable: Ensure parties can engage on fair, informed and respectful terms
 Transparent: Keep parties informed of progress
 Rights-compatible: Processes and outcomes accord with human rights
 Continuous learning: Identify lessons learned to prevent repetition or
continuation
 Based on engagement: Consult on how to make most useful
“A grievance mechanism can only serve its purpose if the people it is intended to
serve know about it, trust it and are able to use it’
2011 UN Guiding Principles on Business and Human Rights
24

25. “န္္နစမႈကု္စးေရးုဲႏႏၱုစးသ္္ ုင္းဲႏွင့္ပာ္သက္ၿပီး ရ္္ရု္သ္္သယမခစး သိရွိေပး၍ ုု္က္္ျပီး အသုးျပ်ဲႏုိင္မွသစ
ထိေရစက္ဲႏုိင္မ္္သည္။’
 ာရစး၀င္ျဖ္္မႈ- သက္ူုိင္ပာ္သက္သယမခစး္ကစး ုု္က္္မႈျမင့္ာင္ရန္
 က္ ွမ္းမီရုယသုး္မႈ- ရ္္ရု္ထစးသ့္္ သက္ူုိင္ပာ္သက္သ့္္အဖ႕မခစး အစး ုးသိရွိၿပီးျဖ္္ကစ
က္ ွမ္းမီရသုး္ရစာင္ႀက်ော႕ရသ့္္ အာစးအူီး မခစးကို ကယ္ီေျဖရွင္းေပးသ္္သည္။
 ႀက်ိာင္ာန္မွန္းဲႏုုိင္မႈ- ရွင္း င္းေသစ ုပ္ထုး ုပ္န္္း၊ အာခိန္သာ္မွာ္ာခက္ဲႏွင့္ ရ ဒ္မခစး
 ္ီမွခဲႏုိင္မႈ- သက္ူုိင္သယအစး ုး မွခာ္စ၊ အသိေပးၿပီး ေ း္စးသမႈျဖင့္ ထိော႕ ေူစင္ရက္ဲႏုိင္ေ္သ္္သည္။
 ပင့္ င္းျမင္သစမႈ- ာိုးာက္မႈမခစးကို သက္ူုိင္သယမခစးအစး မျပာ္အသိေပးသ္္သည္။
 အာင့္အေရးမခစးဲႏွင့္ကုိက္္ီမႈ- ယအာင့္အေရးဲႏွင့္္ီေသစ ုပ္ငန္း္ဥ္မခစဲႏွင့္ ရ ဒ္မခစး
 ္ဥ္ူက္မျပာ္သင္ုယျာင္း- ထပ္ျဖ္္ျာင္း သုိမမုာ္ ူက္ျဖ္္ျာင္းာုိကို ႀက်ိာင္ ကစကု္ရန္ ရရွိာ့သ့္္
သင္ာန္း္စမခစးကုိ မွာ္သစး သင္ုယၿာင္းသည္။
 ထိော႕ူက္ူမႈအေပပအေျာာျာင္း- အသုး၀င္ူုး ၿဖ္္ေအစင္ ေူစင္ရက္မ့္္န္္း ကို ာုိင္ပင္ေူးေဲႏးသ္္သည္။
္ီးပစးေရး ုပ္ငန္းဲႏွင့္ ယအာင့္အေရးူုိင္ရစ ကု သမဂ မ္း္ႊန္ အေျာာမယမခစး
ုပ္ငန္း ္္ပာ္မႈအူင့္ န္္နစမႈကု္စးေရးအာက္ “ထိေရစက္ေသစ ္ဲႏႈန္း”

26. Other Myanmar laws concerning
complaints/grievances
2012 The Settlement of Labour Dispute Law (Currently being redrafted)
10.The Region or State Government shall form the Conciliation Body in the townships within the
Region or State as follows: (a) a person assigned duty by the relevant Region or State Government
as Chairperson (b) three representatives elected by the employers or employer organizations as
Member(c) three representatives elected by workers or the labour organizations as Member (d) a
departmental representative of the relevant township level as Member(e) two distinguished persons
trusted and accepted by employer and the labour organizations as Member (f) a person assigned duty
by the Ministry as Secretary
၁၀သည္။ ာိုုင္းေဒသ္ကီး သိုုမမုုာ္ ျပ္္နု္အ္ိုုးရအဖသ္္ ာိုုင္းေဒသႀကီး သိုုမမုုာ္ ျပ္္နု္အ္ိုုးရအာင္းရိွ ၿမိ်နု္မခစးာင္
အျငင္းပစးမႈ္ိွဲႏိႈင္းဖခန္ေျဖေရး အဖကိုု ေအစက္ပ္အာိုုင္းဖ ္္္းရမ္္သည္။(က)ဥကၠးအျဖ္္ သက္ူိုုင္ရစာုုိင္းေဒသ္ကီး သိုုမမုုာ္ ျပ္္္နု္အ္ိုုးရ
အဖ႕ကာစ၀န္ေပးအပ္သယာ္္ဦး (ာ)အဖ္င္အျဖ္္ အ ုုပ္ရွင္မခစး သိုုမမုုာ္ အ ုုပ္ရွင္အဖ႕ အ္္္းမခစးက ေရးာခု္ေပးေသစ ကိုုု္္စး ွု္သုုးဦး
(ဂ) အဖ္င္အျဖ္္ အ ုုပ္သမစးမခစး သိုုမမုုာ္ အ ုုပ္သမစးအဖ႕အ္္္းမခစးက ေရးာခု္ေပးေသစ ကိုုု္္စး ွု္သုုးဦး (ဃ)အဖ္င္အျဖ္္
သက္ူိုုင္ရစၿမိ်႕နု္အူင့္ အ္ုုိးရ းစနူုုိင္ရစ ကိုုု္္စး ွု္ာ္္ဦး (င)အဖ္င္အျဖ္္ အ ုုပ္ရွင္ဲႏွင္အ ုုပ္သမစးအဖအ္္္း မခစးက
ုုု္က္္ က္ာသ့္္ ဂုုဏ္သေရရိွပုုဂိ် ္ဲႏွ္္ဥိး (္)အာင္းေရမွမး အျဖ္္ ၀န္ႀကီးးစနကာစ၀န္ေပးအပ္သယာ္္ဦး

27. Other Myanmar laws concerning
complaints/grievances
Notice to Ensure the Responsible Investment in the Thilawa Special Economic Zone, 4/2015 (7
August 2015)
The SEZ expects that companies doing business in the SEZ will
2. Engage with stakeholders: Companies should consult with all those affected by their activities,
operations, and impacts, be they workers, consumers, or communities, as well as other
stakeholders, so that companies have access to accurate and useful information about their actions
and can create a two-way dialogue.
5. Ensure effective grievance mechanisms: Those affected adversely by a company’s activities need
access to effective remedies. This includes establishing grievance mechanism(s) that are accessible
(including in the local language) to individuals, workers, consumers, and communities and the
company’s participation in and cooperation with the grievance mechanism. Companies can refer to
Guiding Principles 29 and 31 of the UN Guiding Principles for Business and Human Rights for further
information. Grievance mechanisms should be legitimate, accessible, predictable, equitable,
transparent, rights--‐compatible, and a source of continuous learning. They should be designed in
collaboration with potential users of the grievance mechanism.
6. Be transparent…
7. Create Shared Value….
8. Support the communities in which they operate…..

28. Example of Grievance
Mechanisms
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29. MANN FIELD GRIEVANCE MECHANISM
 MPRL E&P works closely with the operator of Mann
Field, Myanma Oil and Gas Enterprise (MOGE),
providing advice, support and guidance.
 Objectives of the Mann Field Grievance Mechanism
(MFGM), established April 2014, are
 to enable local communities to voice their
concerns directly to the company, instead of
turning to third parties (e,g, NGOs, media)
 to ensure impacts associated with operations
affecting the environment and surrounding
communities are monitored and effectively
addressed before they escalate
 to earn and retain MPRL’s ‘social license to
operate’ in Mann Field.
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Click on MPRL logo to play
video

30. MANN FIELD GRIEVANCE MECHANISM
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98% of complainants satisfied with
the MFGM process, YTD (Target
50%)
54Total number of complaints
received between March 2015 to
July, 2016
2 Average time to
acknowledgement
(Target 1-3 days)
14 Average time to feedback

31. MANN FIELD GRIEVANCE MECHANISM
 Take your time, don’t rush
 The grievance mechanism should be context specific
 Clearly identify the rational for the mechanism
 Decide if the mechanism is to address short term or long term requirements
 Resources and time should be spent on capacity building of government and
community stakeholders to obtain buy in
 Public consultations with community should occur often to share results and
progress – encourage involvement
 The mechanism should be accessible by many community groups – women,
men, youth etc.
 Series of communication materials required
 Clearly identify KPIs to help communicate the benefits internally or to partners
 Disclose your results, share best practice - especially to Civil Society
Organizations in the project area
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32. Apollo Tower
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http://www.myanmar-responsiblebusiness.org/news/discussion-issues-telecom-sector.html

33. Key Points on Grievance Mechanism
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 Part of the ongoing community/stakeholder engagement (during EIA process,
implementation stages)
 Legal Requirement (EIA process, Draft Public Participation Guideline in EIA process,
other Myanmar Laws)
 UNGP eight criteria for effective grievance mechanism
 Community participation and ownership in designing and implementing grievance
mechanism
 Key to fair and justice and sustainable, inclusive development
(in line with the current democratic values and visions of the government)

34. Thank You for Paying Attention!
Questions? Comments?
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