A Guide to Effective Grievance Management

Key Principles, Sample Framework and Case Studies for handling grievance 

A well-functioning grievance mechanism provides a transparent, credible and fair process to all parties. It enhances outcomes and gives people the satisfaction that their complaints have been heard. Even in those cases where the outcome is less than optimal.  

There are various principles and elements to consider when setting up a system to handle stakeholder complaints and grievances. In this guide, we discuss some of these key considerations.