Grievance Mechanism

We take our accountability to the communities we work with seriously. This page describes the steps we take to address any concerns or complaints that may arise due to our work and to find a resolution that satisfies everyone involved.

We offer the opportunity to be heard and assisted

The VOSIEDA’s Grievance Mechanism is in place to promptly and consistently address concerns and complaints from stakeholders, individuals, and communities related to the organization’s initiatives. Our belief in ensuring access to justice and redress strengthens the legitimacy of stakeholder rights. Through this mechanism, stakeholders, individuals, and communities can be assured that they will receive assistance and have their voice heard, consistent with our rights-based approach to development and poverty reduction. This mechanism is crucial to ensure accountability and access to justice in response to harm, potential harm, or any negative impact of our activities.

We undertake a thorough analysis of each complaint to assess whether VOSIEDA’s environmental and social safeguards, principles, standards, or procedures have been breached. Our Grievance Mechanism have been purposely designed to identify the root cause of the problem and implement appropriate measures to remedy non-compliance with VOSIEDA’s environmental and social safeguards.

What is a grievance?

When an individual or community wants to express their dissatisfaction regarding any unfavorable or potential impact of a VOSIEDA program or project, they can file a grievance. A grievance is a complaint that identifies something that may negatively affect the individual or community. Possible examples of grievances may include but not limited to the following:

  • Participation in or exclusion from a project-led consultation, or the process of free, prior, and informed consent.
  • Harm to individuals as a result of project activities such as waste or water pollution, noise, dust, and disruption.
  • Conflicts related to land and resource use restrictions affected by project activities.

VOSIEDA uses a rights-based approach to promote prosperity, reduce extreme poverty and strengthen peace and stability in Liberia and the wider Mano River Union Basin region. Complaints and feedback mechanisms are an important part of this approach, which prioritizes accountability, transparency, equality, and non-discrimination for everyone in the region.

Who manages VOSIEDA's Grievance Mechanism?

The complaints and feedback mechanism can be managed in the following ways:

  • A partner organization (with oversight from VOSIEDA)
  • Jointly by VOSIEDA and a partner organization.

Who can report a grievance?

VOSIEDA’s grievance mechanism is open to any community, organizations, project stakeholders, or affected groups that believe they may be negatively impacted by the organization’s activities. Representatives can submit a complaint on behalf of a community, project stakeholder, or affected group, and anonymous complaints are accepted. Complainants can also choose to keep their identities confidential upon making a written request. Additionally, third parties may submit grievances related to VOSIEDA’s work. The mechanism provides a formal process for handling complaints and grievances, which can involve mediation, investigation, and resolution. Ultimately, the mechanism aims to ensure that VOSIEDA is accountable for its actions and actively working to minimize negative impacts on communities and the environment.

What is a grievance mechanism, and where and when can one access VOSIEDA's grievance mechanism?

VOSIEDA’s Grievance Mechanism is an efficient and effective way to anticipate, collect, record, address, and where possible, resolve grievances related to our programs or projects. It effectively facilitates early indications of grievances and prompt remediation for those who believe that they have been harmed or have the potential to be harmed by a VOSIEDA project activity.

VOSIEDA’s complaints and feedback mechanisms should be present wherever VOSIEDA operates. These mechanisms should cover all works of VOSIEDA in each area of operation, from project sites to communities. It is crucial to establish these mechanisms throughout the entire duration of a VOSIEDA programme or operation because they provide valuable information for planning, design, implementation, monitoring, evaluation, reporting and learning. To ensure accessibility for everyone, including women, men, girls, and boys, it is essential to take into account key considerations to determine “when and where” to establish these mechanisms.

What will happen when an individual or a community reports grievance?

Our team conscientiously reviews all grievances and complaints, and engages in an open and transparent process to handle them. Our primary goal is to reach an outcome that works well for both the complainant and our organization, VOSIEDA. We take confidentiality very seriously, and all information shared with us remains secure and is only used as necessary. We also want to emphasize that we fully protect against any form of retaliation. We take all grievances seriously and are dedicated to resolving them amicably.

If you need to file a complaint or a grievance, please follow the following steps:

  1. First, please contact our project-level or community-level Grievance Mechanism within the project community.

  2. Second, for grievances that cannot be resolved at the project or community level, please contact VOSIEDA’s Gender and Safeguard Manager at the following email address: Email:
    You can also write and send your complaint via mail to:

    Gender and Safeguard Manager
    VOSIEDA, Unique Plaza, 196 Bamboo Beach, ELWA, Paynesville
    Monrovia, Liberia

  3. Third, VOSIEDA has set up an online and phone mechanism that is accessible to partners, communities, and stakeholders to report grievances or raise concerns about the implementation of VOSIEDA projects, including issues related to rights as stated in VOSIEDA’s Environment and Social Safeguards Framework. This mechanism can receive reports online or by phone in both English and multiple local languages. It accepts anonymous or confidential grievances, as well as grievances submitted by a third party.