Abstract

This paper will discuss on the lessons learnt from the implementation of grievance management undertaken by PETRONAS and practical examples in grievance management and remediation. This paper will provide an overview of grievance management in projects, the challenges faced by project teams in dealing with community grievances and the efforts undertaken by the projects to enhance its grievance management to be more efficient and effective. The paper also aims to showcase applicable good practices demonstrated in projects across PETRONAS. The absence of a standard method in collecting data and lack of dedicated Social Performance personnel are identified as initial challenges in developing and implementing Grievance Mechanism in projects. In addition, external factors such as complying to host authority requirements and having a minimal role as joint venture partner have added more challenges for project teams to develop an effective grievance management plan. The implementation of Grievance Mechanism (GM) in projects is strengthened with the establishment of a GM Technical Guideline, inclusion of GM in HSE Mandatory Control Framework, and the introduction of a Human Rights Commitment.

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