CASE STUDIES

Raising your voice: Building a grievance platform in the Gulf

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We work with brands operating in the Gulf to build their social performance programmes, monitor contractor compliance and remediate harm to workers. Companies in the region face many challenges including, the charging of recruitment fees, passport retention, wage theft, below-standard accommodation, excessive working hours and extreme heat conditions. In this context, it is important for workers to have access to channels to raise concerns about their employment and living conditions.

Kumi supported a major brand in the UAE to build and implement a grievance mechanism for its migrant workforce through our partnership with EcoVadis Worker Voice. As a result, a live grievance platform has been built in line with the UN Guiding Principles’ effectiveness criteria for grievance mechanisms. Workers can raise concerns independently of their employer and the brand has an accompanying management system outlining roles and responsibilities.

Historically, the brand relied on its suppliers to have grievance processes in place, but these did not function as early warning systems for risk due to underreporting of grievances by suppliers and workers’ fear of retaliation by their employers. By implementing the system with EcoVadis Worker Voice, the company gained confidence in its grievance process, supported by a platform designed for the rightsholders it was serving.

To embed the platform, Kumi, EcoVadis Worker Voice and the client collaborated on the following:

Drafted the user journey and automated responses for raising grievances via WhatsApp, web browser or phone call.
Translated education materials into relevant worker languages (Arabic, Bengali, English, Hindi, Malayalam, Tamil, Telugu, and Urdu)
Created a grievance channel manual which includes procedures, roles and responsibilities for the brand
Configured the grievances platform and tested phone line workflows
Designed and published communication for workers about the grievance channel, including printed material and videos
Held interactive workshops for workers on how to raise a grievance and what to expect from the process

As a result of the project, the brand gained vital insight into material issues affecting its supplier workforce before they became risks to workers or the business. The system has also given the brand the ability to monitor and manage grievance remediation, which is anticipated to translate into reduced risk exposure, increased worker satisfaction and retention, and better internal and external reporting.

If you would like support developing or strengthening a grievance mechanism, please get in touch.