5. operational grievance mechanism - hnin wut yee

Complaints and Grievance Mechanism

Hnin Wut YeeWorkshop for EIA ConsultantsEnvironmental Impact Assessment in Myanmar: Lessons Learned and Recommended Practices

17 November, 2017

Content

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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

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What are Grievances/ Grievance Mechanisms?

What is a grievance?

What is a grievance mechanism?

What is remedy?

Why it is important to address grievances?


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“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၊ ကနထ႐ကစာခပအရ၊ ရငး ငး စကာေပးေပး၍ ေသစ း ေကစငး၊ မေပးဘ ႏငေသစ းေကစငး၊ ဓေ ထ းာမးအရေသစ းေကစငး၊ မခာမႈ၏ ေဘခယမႈမခစးအရ ေသစ းေကစငး ာ ာေစက သ မမာ အဖ ႕ာဖ ႕၏ာ စးပငာ ငက ာရစးမခာမႈကငးမ စ မေပးျာငးမခးျဖသသည။”

“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.”“ ပ ထစးသ အေရးက ၥာ ာရစ အာ က ာငကစးမႈမခစး သ မမာ နနစမႈမခစးက ရ ႊနး သက သ ကမၸဏ (သ ) ကနထ႐က၏ ပေစငမႈ မခစး၏ ရ ဒအျဖ ယကသ သ မမာ အမနာကျဖပ စးာ သ ပခကးမႈ၊ သကေရစကမႈသ မမာ မေကခနပမႈ ာာာ း ျဖသသည။″

Sources: 1. UN Guiding Principles on Business and Human Rights2. https://www.iaia.org/uploads/pdf/SIA_Guidance_Document_IAIA.pdf


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What is a grievance mechanism?A proactive and structured approach to receive, acknowledge, investigate,respond to and remedy complaints and grievances from local stakeholders ina planned, timely and respectful manner.

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What is the path to addressing complaints?

Accessible?Complex?

What is remedy? ကစးမႈ ာစ ဘစ သည။

၀နာခောစငးပနျာငး ာ ာရစေသစ ပငနး သ မမာ က ေရးက ရပာန

ၿာငး သ မမာ ထပမ မျဖေေရး အစမာ ာခကမခစးျဖငေနစကထပ ထာကမႈမခစးက ႀကာငကစက ျာငးသည။

နနစေကးေပးျာငး (ေင ေရးေကးေရး သ မမာေင ေရးေကးေရး မမာေသစ)

ျပန အပႏငးျာငး၊ ျပန ထယေထစငျာငး ျပဒဏာခမာ အေရးယျာငး သကငသယမခစးသေဘစာယသ ကစးမႈ၏ အျာစးပ အာခ႕

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

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’

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Prevention

Stakeholder Engagement

Addressing Grievances

“They paid no attention to us when we raised small problems, so we had to create a big one.”

နနစမႈမခစးက ေျဖရငးရန ဘစေကစင အေရးႀကး သ သည။

နနစမႈမခစးက ကစးာ ပငာ ငသပင ခင ယ အာ ငအေရးာရပျဖသသည။

ာစ၀နာ မႈာရစးမခာမႈမခာမႈ

ပမေကစငးမ နေသစရ ဒမခစးႏင အျပနအ နာခာကေနေသစေကစင ျဖ သသည။

Myanmar’s Legal Framework for Complaints and Grievances

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MIC Grievance Mechanism2016 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 Processand Complaint/Grievance Mechanisms

2016 Myanmar Investment Lawပဒမ၂၅ (ဎ) အခနး (၆) ဤ ဥပေဒအ း ထေရ က စ အေက ငအထညေဖ ေ ငရစကရ စင အၿငငးပစ းမမေၿဖရဖငး ညသည႔အ ငသည႔ သည႔မေရ ကရဖမ အၿငငးပစ းမမမမ းအ း နကမၿခငး၊ အေၾက ငးအရငးအၿမေဖ ထၿခငး၊ နသည႔ၿပနၿခငး၊ မးေမးၿမနးၿခငး၊နန းရမးမမမမ းက ေၿဖရဖငးၿခငး ညသည႔ လပငနးမမ းက ေ ငရစကႏငေ နခ ညေထ ငၿခငး ႏဖငသည႔ မခနသည႔ခစၿခငး။

Article 25 (n) Chapter VI (Disputes and Power of the Commission) in effectively implementing of this Law, establishing andmanaging a system that is able to carry out activities such as systematically scrutinizing disputes, identifying the causes fordisputes, responding, inquiring and settling the losses before the stage of dispute resolution.

ပဒမ ၈၂. အခနး (၁၉) ဤ ဥပေဒကထေရ ကစ အေက ငအထညေဖ ေ ငရ စင ေက မရဖင ည ရငးႏဖးၿမဖပႏဖမမ ငရ ၿပ န ရပမမ းအ း ရ း၀င အၿငငးပစ းမမ အ ငသည႔ သည႔မေရ ကရဖမ ေၿဖရဖငးႏငရန၊ အၿငငးပစ းမမ ၿဖပစ းၿခငးမဖ က ကစယရန ႏဖငသည႔ က င ညသည႔မးေ းမမမမ း ေ ငရစကရနအ စက နန မမေၿဖရဖငး ညသည႔ နညးလမးရပ ကမခမမဖရမည။

Article (82) Chapter XIX (Settlement of Disputes): “In effective implantation of this Law, the Commission shall establish andmanage a grievance mechanism to resolve, prevent the occurrence of disputes, and carry out the relevant inquiries for theinvestment issues before reaching at the stage of legal disputes.

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2017 Myanmar Investment Rulesအာနး (၁၇)

ရငးႏး မပႏ မႈ အကယအေပးေရးေကစမာ၁၆၅သည။ ေကစမရငသ ေအစကေဖစျပပ ပငနးာစနမခစးေစငရ ကရန ဥပေဒပဒမ ၂၇ အရ ရငးႏး မပႏ မႈ အကယအေပးေရးေကစမာအစးသငေ ခစသ ပဂ မခစး ပငေ ခက ဖ ႕းရမ -(ဃ) ေကစမရင၏ ာ ငျပမန ျဖငေစငရ ကေသစ ရငးႏး မပႏ မႈ မ ကနးမခစးေကစင ထာကနနစရျာငးႏင ပ ခဥးသ ာငကစးသယ၊အျာစးထာကနနစသယမခစး၊ ပငပာသာသယမခစးႏင ရငးႏး မပႏ သယမခစးအကစး ာ င အပပက အကယအေပးျာငး၊(င) အပဒာ (ဂ) အရ ာငကစးမႈက ရငးႏး မပႏ မႈ ႀကးကပေရးးစနာ ႏင သက ငရစ အးရးစန ၊ အးရအဖ အးာ ထ သ အသေပးအေကစငးကစးျာငး၊() ဥပေဒပဒမ ၂၅ (ဎ) ၊ ပဒမ ၈၂ ႏင ပဒမ ၈၃ အရ အျငငးပ စးမႈႏင နနစ းရ ႈးမႈမခစးက ေျဖရငးသ နာာ ာေထစငျာငးႏငမ ာန ာ ျာငးာ ာ င ပငကယေစငရ ကရနသည။

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.

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2017 Myanmar Investment Rulesအာနး ၂၀

ရငးႏးၿမပႏ သယ၏ ာစ၀န၀ာရစးမခစး၂၀၃သည။ ရငးႏး မပႏ သယသ ရငးႏး မပႏ မႈမ ကနးမခစးေကစင ထာကနနစရသယမခစးအာ က သကငရစ အးးစန၊အးရအဖ ႕အးမခစးႏင ၫႏႈငးမႈ ပငနးဥမခစး ေစငရ ကရစာ င အျပအ ကယေစငရ က ေပးရမသည။

Chapter XX : Investor Responsibilities203. 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.

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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

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

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

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Chapter 2: Planning Public Participation2.4. 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

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Chapter 3:IEE Type Projects3.4. Public Participation during preparation of the IEE3.4.2. Organising and conducting public participation meetings

e) Conduct of Public Participation Meetings: All IEE public participation meetings should involvethe 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 shouldinclude details of any proposed community grievance mechanisms or dispute resolution processto apply during implementation if the project is approved


Chapter 4: EIA Type Projects4.3.4. Public Participation Activities4.3.4.2. Organising and Conducting Public Participation Meetingsh) 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 Presentationb) 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 5: Stand-alone EMPs5.1.2. Public Participation during EMP preparation

h) The Public participation process will continue during the project implementation, if the ProjectProposal is approved. The EMP Report should define the future public participation process interms 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.


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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 projectd) 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.)


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 Rights24

“နနစမႈကစးေရးႏႏစးသ ငးႏငပာသကၿပး ရရ သ သယမခစး သရေပး၍ ကျပး အသ းျပႏငမသစထေရစကႏငမသည။’

ာရစး၀ငျဖမႈ- သကငပာသကသယမခစးကစး ကမႈျမ ငာငရန က မးမရ ယသ း မႈ- ရရ ထစးသ သကငပာသကသအဖ ႕မခစး အစး းသရၿပးျဖကစ

က မးမရသ း ရစာ ငႀက ော ႕ရသ အာစးအး မခစးက ကယေျဖရငးေပးသသည။ ႀကာငာန မနးႏငမႈ- ရငး ငးေသစ ပထ း ပနး၊ အာခနသာမာာခကႏင ရ ဒမခစး မခႏငမႈ- သကငသယအစး း မခာ စ၊ အသေပးၿပး ေ းစးသမႈျဖင ထော ႕ ေစငရ ကႏငေသသည။ ပ င ငးျမငသစမႈ- ားာကမႈမခစးက သကငသယမခစးအစး မျပာအသေပးသသည။ အာ ငအေရးမခစးႏငကကမႈ- ယ အာ ငအေရးႏငေသစ ပငနးဥမခစႏင ရ ဒမခစး ဥကမျပာသင ယျာငး- ထပျဖျာငး သ မမာ ကျဖျာငးာ က ႀကာင ကစက ရန ရရာ သ

သငာနးစမခစးက မာသစး သငယၿာငးသည။ ထော ႕က မႈအေပပအေျာာ ျာငး- အသ း၀င း ၿဖေအစင ေစငရ ကမနး က ာငပငေ းေႏ းသသည။

းပ စးေရး ပငနးႏင ယ အာ ငအေရးငရစ က သမဂ မး ႊန အေျာာ မယမခစး ပငနး ပာမႈအင နနစမႈကစးေရးအာ က “ထေရစကေသစ ႏႈနး”


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

၁၀သည။ ာငးေဒသကး သ မမာ ျပနအးရအဖ သ ာငးေဒသႀကး သ မမာ ျပနအးရအာ ငးရ ၿမ နမခစးာ ငအျငငးပ စးမႈႏႈငးဖခနေျဖေရး အဖ က ေအစကပအာငးဖ းရမသည။(က)ဥကးအျဖ သက ငရစာငးေဒသကး သ မမာ ျပနအးရအဖ ႕ကာစ၀နေပးအပသယာဥး (ာ)အဖ ငအျဖ အ ပရငမခစး သ မမာ အ ပရငအဖ ႕ အးမခစးက ေရ းာခေပးေသစ ကစး သ းဥး(ဂ) အဖ ငအျဖ အ ပသမစးမခစး သ မမာ အ ပသမစးအဖ ႕အးမခစးက ေရ းာခေပးေသစ က စး သ းဥး (ဃ)အဖ ငအျဖသက ငရစၿမ႕နအင အးရ းစနငရစ က စး ာဥး (င)အဖ ငအျဖ အ ပရငႏင အ ပသမစးအဖ အး မခစးက က ကာ သ ဂဏသေရရပဂ ႏဥး ()အာ ငးေရမမး အျဖ ၀နႀကးးစနကာစ၀နေပးအပသယာဥး


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 will2. 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…..

Example of Grievance Mechanisms

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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

https://www.youtube.com/channel/UCTVFAmsBBC_-dZo4wAMxlNw

https://www.youtube.com/channel/UCTVFAmsBBC_-dZo4wAMxlNw

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, 20162 Average time to acknowledgement (Target 1-3 days)

14 Average time to feedback (Target 14 days)

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 area31

Apollo Tower

32http://www.myanmar-responsiblebusiness.org/news/discussion-issues-telecom-sector.html

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)

Thank You for Paying Attention!

Questions? Comments?

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5. operational grievance mechanism - hnin wut yee

Government & Nonprofit