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Incident and Grievance Management

  • Health and safety
  • Land-use planning
  • Permitting processes / policy integration
  • Reporting official statistics
  • Socio-economic and environmental impact assessments

Challenge the practice is addressing: Incident and Grievance Management is a mechanism that helps individuals and communities negatively affected by the mining operations to file complaints and to voice their concerns to the company. Incident and Grievance process ensures that possible grievances and complaints are addressed early and adequately, and all incidents investigated properly. AngloAmerican’s Social Way Policy requires all company operations to have a grievance management procedure in place.

Concrete practice to achieve the expected goal: AngloAmerican’s Social Way Toolbox provides guidance and tools for establishing and integrating a functional Incident and Grievance Management process in all its projects. The tools provided in the Toolbox cover Tool 1) Examples of grievance classification, Tool 2) Sample grievance process, Tool 3) Social consequences matrix, and Tool 4) Incident and grievance description template.

Expected impact/goal of the practice: To give information, guidance and concrete tools to establish proper Incident and Grievance Management procedures that align with both IFC Performance Standards as well as the United Nations Guiding Principles on Business and Human Rights.

Who is the target user group of the practice/intervention or implementing the practice/intervention? Mining companies, primarily the Social Performance teams.

3B Incident and Grievance Management
Data item type
Practice base
Practice type
Learning relevance
Unspecified (universally applicable)
Extractive life-cycle
Pre-exploration (land-use planning)
Pre-exploitation / development stage (e.g. feasibility study)
Exploitation phase
Post-exploitation phase (i.e. rehabilitation)
Sustainability scope
Stakeholder engagement
Holistic management and continuous learning
System change potential
Social Way Toolbox - Soft Tool/non statuory Regulations that operationalise a certain system/goal
establish proper Incident and Grievance Management procedures