Designing and implementing an independent grievance mechanism for a multinational diamond mining company
East Africa
In a context shaped by longstanding grievances related to alleged human rights abuses, legal scrutiny, and fragile trust between communities and a multinational diamond mining company operating in East Africa, there was a need for a credible and independent mechanism to address harm.
Synergy was engaged to design and implement a grievance mechanism as part of a broader remediation effort. Acting across the full lifecycle, Synergy led scoping, stakeholder engagement, design, operational delivery, and eventual wind-down. The mechanism was developed in line with the UN Guiding Principles on Business and Human Rights and grounded in local legal and social context, with independence, accessibility, and safeguards for vulnerable groups embedded throughout.
The approach integrated decision-making, fact-finding, case review, and administration within a single system, while remaining responsive to stakeholder feedback and evolving lessons. In parallel, Synergy supported a broader approach to remedy, including restorative justice measures and practical safeguards such as psychosocial support, access to independent advice, and financial literacy support.
The mechanism has addressed several thousand grievances and is now in its wind-down phase, focused on concluding cases responsibly. Beyond individual remedies, the work has contributed to rebuilding trust, strengthening local capacity, and demonstrating more credible and accountable approaches to grievance handling in complex operating environments.