The OBPE grievance management mechanism, as designed at the strategic level and as generally implemented, is described in this document, which provides the information needed to understand key concepts as well as to justify and describe general and specific objectives. It also presents the fields of action of the mechanism. Finally, this document presents the principles around which, for each project and program, a Grievance Management Manual is developed; then it describes the generally accepted structure of the mechanism and presents the different stages of grievance management, ranging from reception to archiving, and involving the various actors involved in the process. Finally, it describes, step by step, the role and responsibilities of each actor involved in the mechanism and presents the procedures for monitoring and evaluating the mechanism.