Grievance Redress Mechanism
SISCC engage in infrastructure development projects and routine maintenance activities on our infrastructure that may affect the community or stakeholders. There is a possibility that issues may arise from our activities and SISSC are committed to addressing issues proactively, including complaints related to equal opportunity, discrimination, fairness and corruption.
Should such issues arise, affected parties can resolve such issues in an efficient, unbiased, transparent, confidential manner through our Grievance Redress Mechanism. The primary objective of the Grievance Redress Mechanism is to allow those who believe they are adversely impacted by SISCC activities to express concerns/issues and seek satisfactory resolution to grievances they may have. The Mechanism aims to resolve complaints and/or grievances on terms that are mutually acceptable to all parties.
Grievance Redress Process
If an Aggrieved Person is not satisfied with, or has a complaint about, an aspect of SISCC activities they have the right to lodge a grievance. The Process is set out below:
Step 1: The Aggrieved Person may take their grievance in person, in writing, by phone, text message, our facebook page, our website or email (including anonymously if required) to our staff, our Contractors, or our Management.
Relevant information will be recorded – for example, through a grievance form, maps, notes of meetings, photos.
All grievances are forwarded to our Grievance Co-ordinator for screening and record keeping, and reporting to Management and any external Project Funding partners.
Step 2: Upon receipt of the grievance the Grievance Co-ordinator checks the grievance to assess whether it is related to SISCC activity, including environmental and social issues.
Non-eligible grievances – those issues not related to our activities – will be referred to the relevant agency in-country to follow up, as appropriate.
Step 3: The Grievance Co-ordinator will endeavour to resolve any complaint/issue immediately.
If satisfactorily resolved, the issue and resultant resolution/corrective action will be logged and reported to SISCC Management, the Board of Directors, and any external funding partners.
Step 4: If the Aggrieved Person is not satisfied, the Grievance Co-ordinator will refer the Person to SISCC Senior Management and any external funding partners to address and resolve the complaint. The proposed corrective action will be reported back to the Aggrieved Person for agreement.
Step 5: If the matter remains unresolved, or the Aggrieved Person is not satisfied with the outcome, SISCC will refer the matter to their Board for final decision.
Step 6: Once the agreed corrective actions are implemented, the Grievance Co-ordinator notifies the Aggrieved Person of the result in writing.
Step 7: If it remains unresolved or the Aggrieved Person is not satisfied with the outcome proposed, the Aggrieved Person may refer the matter to the appropriate legal or judicial authority. A decision of the Court will be final.