This BOPE grievance mechanism, as it is designed at the strategic level and as it is generally applied, is described in this document which provides the information necessary for understanding the key concepts as well as '' the justification and description of the 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 filing, and questioning the different 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 monitoring and evaluation methods of the mechanism.