Processes & Complaints

  • Grievance Redress Mechanism (GRM) for the Mines Division

    Principles of Complaints Process

    The Complaints process is for people seeking satisfactory resolution of their complaints on the economic, environmental and social performance of the Mines Division at the Ministry of Mines, Energy and Rural Electrification (MMERE) in Solomon Islands.

    The mechanism will ensure the following:

    • the basic rights and interests of every person affected by poor socio-economic and environmental performance or social management of the Mines Division are protected; and
    • their concerns arising from the poor performance of any mining project during the phases of design, construction and operation activities are effectively and timely addressed.

    How to get in Touch

    Anyone can make a complaint or grievance, ask for information about the Mines Division or get in touch for any reason. Complaints can be anonymous. There are various ways to get in touch:

    By Phone: +677 21523
    By email: Nicholas Biliki (This email address is being protected from spambots. You need JavaScript enabled to view it.)
    By mail: Ministry of Mines, Energy & Rural Electrification, 
P.O. Box G37, 
Honiara
    In person: Ministry of Mines, Energy & Rural Electrification, Geology Area, Lengakiki. Give to Mr. Nicholas Biliki or put in complaints/suggestion box at reception.

    This information, and a brief summary of the process for answering queries and managing grievances, will be published on the MMERE website, and a complaints/suggestion box will be at reception, and in consultation discussions particularly when involving provinces and other stakeholders.

    All complaints must be acknowledged within 2 business days. The following procedure is followed to address complaints.

    Roles & Responsibilities

    The following are persons involved in the complaints process and their supporting roles and responsibilities.

    1. Focal Point for managing the Mines Division Complaints Process: Mr. Ishmael Khegrasopa, Principal Economic Geologist for the Mines Division.
    2. Person who will manage the database and record keeping: Mr. Ishmael Khegrasopa, Principal Economic Geologist.
    3. Person who will answer simple queries and manage simple complaints: Mr. Ishmael Khegrasopa, Principal Economic Geologist.
    4. Person who will manage difficult complaints or grievances: Mr. Nicholas Biliki, Director of Mines, or Mr Joseph Ishmael, Deputy Director of Mines Person who will prepare report for Minerals Board reporting: Mrs. Krista Tatapu, Principal Tenement Officer for the Mines Division.
    5. Grievance Committee will be formed on an ad hoc basis for complex or significant grievance management. This will be made up of appropriate senior officials (Undersecretary level or above) from the following:
      • Ministry of Mines, Energy and Rural Electrification
      • Ministry of Lands, Housing and Survey
      • Ministry of Environment, Climate Change, Disaster Management and Meteorology
      • Ministry of Finance and Treasury

    The Complaints Process

    1. All complaints or grievances are entered into an assigned database that tracks progress of each complaint/grievance. Complaints records (letter, email, record of conversation) are stored together, electronically or in hard copy. Each record has a unique number reflecting year and sequence of received complaint (i.e. 2018-01, 2018-02 etc.).
    2. Each complaint/grievance is assigned a specific person responsible for close out.
    3. Each complaint or grievance will have a plan for addressing and closing out:
      • Use of Community leaders (village chiefs) and customary methods of conflict resolution is encouraged if necessary and appropriate when an issue emerges.
      • If an issue/complaint cannot be resolved on site, it is elevated to the Project for resolution (with support from the Director, Mines Division). If the Project Coordinator and Director cannot resolve the issue, it is referred to the ad hoc Grievance Committee.
      • If a resolution cannot be found through the Grievance Committee, the next course of action is the courts of Solomon Islands or an independent mediator.
    4. All simple complaints and grievances must aim to be closed out within 1 month. Complex complaints should aim to be closed out within 3 months or deferred to the Grievance Committee.
    5. All complainants have the right to use the courts of Solomon Islands at any time to seek resolution.
    6. The Project Coordinator will make adjustments to consultations, the GRM, community engagement, project implementation and other aspects as necessary to avoid future complaints and grievances.

    Ministry of Mines, Energy and Rural Energy (MMERE) Level Resolution: In addition to the above Mines Division level GRM, communities and individuals who believe that they are adversely affected by any Mines Division supported mining projects may submit complaints to the Mines Division Grievance Redress Service (GRS). The GRS ensures that complaints received are promptly reviewed in order to address project-related concerns.

    Mining Project affected communities and individuals may submit their complaint to the Mines Division independent Inspection Panel which determines whether harm occurred, or could occur, as a result of Mines Division non-compliance with its policies and procedures. Complaints may be submitted at any time after concerns have been brought directly to the Director of Mines attention, and MMERE Management has been given an opportunity to respond.

    For information on how to submit complaints to the Mines Division corporate GRS, please visit http://www.worldbank.org/GRS. For information on how to submit complaints to the World Bank Inspection Panel, please visit www.inspectionpanel.org.

    Reporting & Evaluation

    1. Complaints shall be reported in the regular project reporting to the Mines Division. It should contain:
      • Total number of complaints / grievances received
      • Total number resolved.
      • Total number under investigation / not yet resolved.
      • Total number not yet resolved and also exceeds the recommended close out time of 1 month or 3 months for more complex matters.
      • Short paragraph on any significant grievances currently not yet resolved and any risks to project implementation.
    2. If there are more than 30 complaints / grievances recorded, the Principal Economic Geologist may decide to investigate any patterns or repetition of issues that need addressing. The Principal Economic Geologist may decide to get an independent consultant to review and provide advice.
  • This section of the website is currently undergoing changes and may become available as content is updated. When the content is vetted and ready for public access it will become visible.

    Contact us for enquiries or to lodge a general complaint

  • This section of the website is currently undergoing changes and may become available as content is updated. When the content is vetted and ready for public access it will become visible.

    Contact us for enquiries or to lodge a general complaint