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Accessible Grievance Mechanism Redesign
Group ESG Lead
B. Baseline
Current Situation
Existing mechanism is a paper-based log at concession office, rarely used by remote communities
Baseline Date
Data Quality
Baseline Metrics
Counterfactual
Without redesign, grievances go unreported and unresolved, risking escalation
C. Objectives
Intended Change
Multi-channel grievance mechanism accessible via community rangers, mobile message service and in-person sessions
Target
Target Date
Affected Stakeholders
Expected Benefits
Improved trust, earlier issue detection, stronger UNGP alignment
D. Options
Alternatives Considered
Digital-only app (rejected - limited connectivity in remote areas), multi-channel including in-person (selected)
Do-Nothing Case
Grievances remain hidden until they escalate into disputes
Reason Selected
Multi-channel approach matches actual community access and communication patterns
E. Cross-Pillar Effects Review
Could solving this problem create a different environmental, social or governance problem?
Potential Trade-offs / Unintended Consequences
None significant identified
This project has completed its Cross-Pillar Effects Review
F. Safeguards
Rights & Stakeholder Impacts
Aligned with UNGP effectiveness criteria for grievance mechanisms
Environmental Impacts
No material environmental impact
Community Impacts
Directly strengthens community trust and voice
Mitigation Measures
Co-designed with community representatives
Grievance Requirements
This project is itself a grievance mechanism improvement
G. Business Case
Capital Cost
Operating Cost
Savings
Revenue
Avoided Cost
Funding Source
Risk Reduction
Reduces risk of unresolved grievances escalating to legal or reputational incidents
Strategic Value
Reusable grievance mechanism template for other Group indigenous-adjacent assets
Portfolio Classification
Project Class (select all that apply — hold Ctrl/Cmd)
Must Do
Protect Value
Create Value
Create Positive Impact
Priority Score (0-100)
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