Grievance Redress Mechanism

Green Gold Social – Grievance Redress Mechanism

Complaint Raised

Community Member / Beneficiary / Partner

Submit a complaint through any of these channels:

In Person: Visit our community offices
By Phone/WhatsApp: Use designated hotlines
Community Meetings: Raise during regular meetings
Written Submission: Drop boxes in community centers

Complaint Received & Logged

Formal Intake Process

Harriet Chisengo (Board Member – Community Relations)

Immediate Acknowledgement: Within 48 hours
Grievance Register: Complete record (date, issue, location, category)
Urgency Assessment: Safeguarding, misconduct, environmental harm
Confidential Tracking: Secure reference number assigned

Initial Assessment & Safeguarding Check

Critical Evaluation

All cases are evaluated for sensitivity and urgency:

SENSITIVE CASE

Abuse, Exploitation, Corruption

Immediate confidential handling
Limited disclosure to Chair/Director only
Priority investigation timeline
Enhanced protective measures

STANDARD CASE

Regular Grievances

Proceed to standard board review
Standard investigation timeline
Normal disclosure protocols
Regular monitoring procedures

Investigation & Consultation

Comprehensive Fact-Finding

Board or Appointed Sub-Committee:

Thorough Review: Detailed examination of complaint
Multi-Method Fact-Finding: Site visits, interviews, document review
Stakeholder Consultation: Staff, community representatives, partners
Comprehensive Documentation: Detailed findings report
Evidence Collection: Secure storage of all evidence

Board Decision & Corrective Action

Formal Resolution

Unanimous Agreement: Board consensus on corrective action
Clear Responsibilities: Defined roles for implementation
Realistic Timeline: Achievable deadlines set
Preventive Safeguards: Measures to prevent recurrence
Resource Allocation: Necessary resources identified

Feedback to Complainant

Transparent Communication

Clear Communication: Outcome explained respectfully
Preferred Channel: Delivered via complainant’s preferred method
Satisfaction Confirmation: Complainant acknowledges understanding
Follow-up Opportunity: Additional questions addressed

Resolution Check

Validation Point

Complainant confirms satisfaction with resolution:

SATISFIED

Case Resolution Accepted

Formal case closure
Complete documentation of actions
Lessons learned recorded
Thank you communication sent

NOT SATISFIED

Escalation Required

Immediate escalation process
Director notification
Extended investigation timeline
Enhanced mediation options

Escalation to Director

Final Review Authority

Director’s Final Review:

Complete File Review: Examines all case documentation
Optional Additional Investigation: May conduct further fact-finding
Final Decision Authority: Issues binding final decision
Executive Oversight: Ensures organizational standards

Final Communication & Closure

Process Completion

Final Outcome Communication: Clear explanation to complainant
Grievance Register Update: Case officially closed
Implementation Follow-up: Ensures actions completed
Archival Process: Secure storage of all records

Learning & Improvement Loop

Continuous Enhancement

Trend Analysis: Regular review by management/board
Policy Adjustment: Updates based on lessons learned
Programming Improvement: Community feedback informs projects
Capacity Building: Staff training based on findings

Continuous Improvement Cycle

The GRM process creates a continuous feedback loop that strengthens Green Gold Social’s programs, policies, and community engagement. Every grievance contributes to organizational learning, ensuring we evolve and improve based on real community experiences and needs.

Safeguarding Commitment

Green Gold Social maintains the highest safeguarding standards. All sensitive cases are handled with utmost confidentiality, prioritizing the safety and dignity of all involved parties.

Response Timeline

48 Hours: Initial acknowledgement
7 Days: Initial assessment completion
30 Days: Standard investigation timeline
14 Days: Sensitive case priority timeline

Community Partnership

This GRM is designed with and for our community partners. Your feedback strengthens our shared mission of environmental restoration and sustainable livelihoods.