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MECHANISM OF COMPLAINT MANAGEMENT OF PRECASEM
(Projet de renforcement des Capacités dans le Secteur Minier)
The Capacity Building Project in the Mining Sector (PRECASEM) intends to define its complaint management system in the usual way in six well-defined steps. These six questions will address various complaints about issues related to the Project’s work, including substantiated complaints. Substantiated complaints are identified in two categories: complaints of a non-sensitive nature concerning, for example, the management or implementation of the targeted activity; and complaints of a sensitive nature concerning gender-based violence, abuse and exploitation of minors. The first stage of the mechanism will focus on access to information on the functioning of the complaints system, how users are informed of the existence of the system? What are the different ways of transmitting complaints? Then we will have the stage that concerns the sorting and processing of complaints; how are complaints and claims categorized, recorded and classified? To whom are they addressed and how are they classified? We will then have the acknowledgement stage, i.e. how are claimants informed of the progress of their claims? The fourth step will focus on verification and action, how is the information gathered to resolve the problem and who is in charge of implementing the corrective action? Then we will have the monitoring and evaluation of the actions of the mitigating measures and finally the feedback, how do we inform the users of the system and the general public about the results and the actions taken to resolve the complaints?
- Method of filing complaints: several approaches will be used
- Telephone call (through the toll-free number set up at PRECASEM)
- Social accountability platform (through the PRECASEM website)
- At the level of the focal points (through the consent forms).
For this third approach, we plan to designate focal points within the different GBV services; these focal points will have to ensure that complaints are forwarded to the PCU for sorting and processing. As far as communication is concerned, it is important that the beneficiaries are informed about the possibility of filing a complaint, the mechanism, the rules and procedures for managing complaints as well as the means of appeal regarding the implementation of PRECASEM activities. To ensure that this information is disseminated to all actors and at all levels, we will use the following methods:
- Sensitization of the staff present on the different building construction sites;
- Social accountability platform: brief presentation of the complaints management system and the possibilities of filing complaints;
- Flyers to be used during sensitization.
Posters informing the public about the complaint management system will be placed in the PRECASEM Coordination Unit; and also at the entrance to each building construction site.
- Sorting and processing
The sorting and processing of complaints will depend largely on how the complaint is filed. Complaints will be forwarded to the PRECASEM Social Impact Monitoring Officer for sorting, and the processing of complaints will take place within the Complaints Management Unit set up by the PCU. A module dedicated to the complaints management mechanism will be available in the social accountability platform and will be used to receive any complaints. Substantiated complaints of a non-sensitive nature will be dealt with in an open and transparent manner in liaison with the platform’s stakeholders if possible. On the other hand, founded complaints of a sensitive nature will be handled confidentially by the Complaints Management Unit. A complaints register will be kept at the PCU by the Social Impact Monitoring Officer and will be used to record complaints, whether they are submitted by phone, email or in person.
- Acknowledgement of receipt
All complaints received will be recorded through the project’s social accountability platform and in a dedicated complaints register. These complaints can be received by phone, by email or directly from the focal points of the medical, psychosocial or legal services in charge of GBV issues in the different localities.
- Checks and actions
Verification and action, on the orders of the Coordinator, are the responsibility of the Social Impact Monitoring Officer, and eventually under the responsibility of the members of the Grievance Management Unit, depending on the seriousness of the complaint, within a period not exceeding ten days. The members of the Grievance Management Unit will ensure that complaints are handled in a manner that promotes the amicable resolution of conflicts. As a last resort, and in the event that all possible attempts at settlement have been exhausted, the claimant may take the matter to court. The recourse to the courts, because of the exhaustion of all the ways of amicable arrangement, engages only the service provider through whom the offence will have been committed. This is especially true since all providers have been made aware of the risks of GBV and have signed the code of conduct.
The complainant will have to fill in and transmit the complaint registration form to the PCU through the Complaints Management Module registered in the Social Accountability Platform, under the following model
Table 1. Model of complaint registration form in the platform
|Locality / Region :|
|Name of complainant :|
|Date of complaint :|
|Entry Mode :|
|Object of the complaint :|
|Description of the complaint :|
|PRECASEM’s proposal for an out-of-court settlement:|
|Answer of the complainant :|
|Supporting documents (minutes, contract, agreement, minutes…)|
|Signature of Activity Leader/Provider:|
|Signature of complainant :|
Table 2. Complaint Logs
|Information on the complaint
|Claimant’s name and contact||Date the complaint was filed||Description of the complaint (sensitive/non-sensitive complaint)||Type of activity and location|
|Follow-up on the processing of the complaint|
|Transmission to the concerned department (yes/no, contact person)||Expected processing date||Acknowledgement of receipt of complaint to claimant (yes/no)||Complaint resolved (yes/no) and date||Feedback to claimant on handling of complaint (yes/no) and date|
- Monitoring and evaluation
The monitoring of complaints and claims will be carried out directly by the Social Impact Monitoring Manager, as the synthesis and analysis of data is not systematic. The Grievance Management Unit will work to improve the system for receiving and monitoring complaints and claims in order to avoid several problems in advance. The first step of the unit will be to try to resolve disputes amicably. For this purpose, a permanent and assiduous control will be carried out at the providers and partners as well as at the victims or complainants. Particular attention will be given to complaints from vulnerable people, especially those focused on gender, gender-based violence and violence against children.
- Information feedback
Feedback will be given directly to the complainant or to the focal point through which the complaint was lodged, by e-mail response in the PRECASEM social accountability platform. The amicable settlement will be the best way to resolve disputes. Once the possible protagonists have agreed on the method of settling the dispute, a response to the complaint will be sent to the complainant or victim. The focal points of the different GBV management activities or services will be in charge of informing them.