Grievance Mechanism

Grievance Mechanism

This section explains how KHN manages project-related grievances and conflicts in a fair, transparent, and prompt manner aligned with International Good Industry Practices (GIIP) and locally accepted practices.

Grievance is a formal complaint or feedback that is raised by the stakeholders, especially the project impacted communities towards the project proponent.  

It is an important part of international best practices (IFC, IHA Protocol) especially related to community engagement, supporting and providing guidance for effective stakeholder issues management. 

For MIHEP, grievances from project impacted communities can be channelled directly to KHN through:

• Community Relations Officers, or

• the community leaders appointed by the communities, or

• the Local Government appointed representatives (Camat, Ketua Desa, Ketua Adat, Ketua Dinas and/or directly to the Sekretariat Daerah or Bupati)

Below is KHN's Grievance Management Process

If there is no resolution for a grievance and it escalates to a conflict, the following conflict resolution process applies in stages: 

• Stage 1: KHN

• Stage 2: Resettlement Team/Forum

• Stage 3: Third party (approved by the Community and with the approval from PEMDA)

Urgent matters are to be addressed immediately and accordingly by Community Relations Officers (CROs).