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Farmer and Community Feedback Grievance Mechanism Policy

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1. Purpose

The purpose of this policy is to establish a transparent, accessible, and effective grievance mechanism for farmers and community members involved in or affected by any Toothpick entities (Toothpick Project USA; Toothpick Company Ltd. Kenya; Toothpick Uganda; etc.). It aims to address concerns promptly and fairly, fostering trust and continuous improvement.

 

2. Scope

This policy applies to all farmers and community members interacting with or impacted by the Toothpick Project, including project staff, partners, and stakeholders.

 

3. Principles

  • Accessibility: Grievance procedures are simple and easy to understand. 

  • Transparency: The process is transparent with clear communication. 

  • Confidentiality: The privacy of complainants is protected. 

  • Non-retaliation: No one shall face retaliation for submitting grievances. 

  • Timeliness: Complaints are addressed promptly. 

  • Fairness: All grievances are treated impartially.

 

4. Submission of Grievances

  • Farmers and community members can submit grievances verbally or in writing through designated channels: 

    • In-person at project offices 

    • Via phone or SMS 

    • Through a designated feedback box at the Kakamega, Kenya office

    • Email or online form

  • Grievances should include details such as the nature of concern, date, and contact information (optional).

 

5. Grievance Handling Process

  • Receipt: All grievances received are acknowledged within 5 working days. 

  • Investigation: A dedicated grievance officer investigates the complaint objectively and promptly. 

  • Resolution: The grievance officer proposes a resolution within 15 working days, which may include root cause analysis and corrective actions. 

  • Communication: The complainant is informed of the outcome and action taken. 

  • Follow-up: Follow-up is conducted to ensure the resolution is effective.

 

6. Record Keeping

All grievances, investigations, and resolutions are documented securely, maintaining confidentiality and allowing for monitoring and reporting.

 

7. Feedback and Continuous Improvement

The mechanism includes regular review of grievance data to identify systemic issues and improve project practices.

 

8. Rights and Protections

All complainants are protected from retaliation or discrimination for filing grievances.

 

9. Contact Information

 

10. Review and Updates

This policy shall be reviewed annually and updated as needed to ensure effectiveness and relevance.

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Implementation of this policy demonstrates Toothpick Project’s commitment to responsible engagement, accountability, and respect for community rights.

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