Mpishi Energy
Mpishi Energy / Policies / Feedback and Grievances

Feedback and Grievance Mechanism

Anyone affected by, or interested in, our projects can raise feedback or a grievance with us, including community members, landowners, workers, contractors, suppliers, investors and members of the public. Our mechanism is designed in line with IFC Performance Standard 1: free, accessible, culturally appropriate and confidential, and it does not replace access to the courts or other remedies.

Issued October 2026

  • Accessible

    Free to use, in English or a local language, verbally or in writing.

  • Timely

    Acknowledged within 5 working days; resolution proposed within 30 days.

  • Confidential

    Anonymous grievances accepted; personal details protected.

  • No reprisal

    No one is disadvantaged for raising a grievance in good faith.

How a grievance is handled
  1. 1Receive

    By email, in writing, in person or via a site community liaison officer.

  2. 2Acknowledge

    Within 5 working days, with a reference number.

  3. 3Assess

    By an officer independent of the matter, who may visit or ask for detail.

  4. 4Resolve

    Proposed resolution within 30 days, with reasons if longer.

  5. 5Review

    Appeal to the Managing Director; external routes remain open.

What you can raise

  • Concerns about land, access, noise, dust, traffic, safety, water or the environment around a project site.
  • Concerns about working conditions, payment or treatment by Mpishi Energy or our contractors (workers also have a separate workplace grievance procedure).
  • Suggestions, questions or positive feedback about our projects or conduct.
  • Behaviour you believe breaches our Ethical Guidelines. Sexual exploitation, abuse or harassment and serious misconduct can also be reported confidentially under our SEAH Guidelines and Whistleblower Policy.

How to reach us

  • By email to info@mpishienergy.net with the subject line “Grievance” or “Feedback”.
  • In writing or in person at 31 Peri Peri Street, Salama Park, Lusaka, Zambia.
  • Through the community liaison officer at any active project site, or a grievance box at the site entrance.
  • Through traditional leaders or local authorities, who may pass grievances to us on your behalf.
  • Anonymously, if you prefer. Anonymous grievances are investigated as far as the information provided allows.

How we handle your grievance

  • We acknowledge it within 5 working days and give you a reference number.
  • A designated officer, independent of the matter, reviews it and may visit the site or contact you for more information.
  • We aim to propose a resolution within 30 days, and explain the reasons if it will take longer.
  • If you accept the resolution, we implement it and record the grievance as closed. If you do not, you can ask for a review by the Managing Director.
  • You remain free to approach any relevant authority, ombudsman or court at any time.

Our commitments

  • No one will face retaliation for raising a grievance in good faith.
  • Personal information is handled under our Privacy and Cookies Policy and shared only with those who need it to resolve the matter.
  • Grievances are logged, tracked and reported in anonymised form to lenders and in our sustainability reporting, and recurring issues inform changes to how we work.
  • Contractors must operate compatible worker and community grievance procedures and share relevant cases with us.

Contact

Mpishi Energy Limited, 31 Peri Peri Street, Salama Park, Lusaka, Zambia. Confidential reports: report@mpishienergy.net. General enquiries and grievances: info@mpishienergy.net.

This is the public version of an approved Mpishi Energy policy. It applies to Mpishi Energy Limited and its project companies and is reviewed at least annually.

Send feedback or a grievance

Please describe your feedback or grievance.

You can stay anonymous. Your message is sent securely to our grievance officer and is not stored on this website.

Thank you. Your message has been received. If you left contact details, we will acknowledge it within 5 working days.