Client: Confidential client, large cotton producer
Location: Uzbekistan
Project: Analysis of a cotton producing company’s grievance redress mechanism compliance with the requirements of the EBRD and IFC
Purpose: Identifying gaps in the company’s grievance redress mechanism (GRM) regarding international requirements and developing an action plan to close such gaps
Approach:
ENSOR’s team of social consultants conducted a comprehensive analysis of the practice of applying the mechanism for receiving and considering appeals in the company, including the following steps:
ENSOR’s team of social consultants conducted a comprehensive analysis of the practice of applying the mechanism for receiving and considering appeals in the company, including the following steps:
- Analysis of the applicability of the requirements of national legislation and international best practices to the company’s activities
- Analysis of internal company documents governing the reception and consideration of complaints and appeals, including policies, procedures, personnel instructions, a register of complaints and appeals, information brochures
- Conducting interviews with company representatives responsible for receiving, considering and resolving complaints from company employees, contractors, contract farmers, as well as local residents not involved in the company’s activities
- Conducting interviews with representatives of non-profit organizations concerned about the results of the functioning of the company’s Grievance Redress Mechanism, including within the framework of protecting the rights of company employees, contractors and farmers
- Conducting independent in-depth interviews with representatives of all groups of affected stakeholders in the localities where the company operates
- Development of an action plan to close identified gaps in terms of improving internal procedures, strengthening the competencies of personnel in the framework of handling complaints and informing stakeholders
Result:
ENSOR consultants identified gaps in the functioning Grievance Redress Mechanism regarding international best practices and developed recommendations in a form of an action plan to achieve full compliance with international standards
ENSOR consultants identified gaps in the functioning Grievance Redress Mechanism regarding international best practices and developed recommendations in a form of an action plan to achieve full compliance with international standards