Accountability and Grievance Redress Mechanism
About Submitting a Grievance (Complaint)
The grievance redress mechanism is designed to enable the receipt of complaints from affected parties of a GCF project financed through WWF on the project’s implementation of environment and social safeguards. It is designed to address concerns of the local community(ies)/vulnerable groups/marginalized people who have been impacted adversely by the project. (See the full Policy on Accountability and Grievance Mechanism in the SIPP.) Projects also include a project-level grievance mechanism that can be used to submit complaints and concerned parties identified above are encouraged to use the project-level mechanism first.
Any Project-affected Persons Can Submit a Complaint
Any community or group (at least two or more people) that believes it is or may be negatively affected by a failure on the part of WWF to follow its safeguards in the design or implementation of a WWF, GCF-funded, project may file a complaint. Representatives filing a complaint on behalf of a group or community must provide concrete evidence of authority to represent them. Complainants can request confidentiality.
Anonymous complaints will not be considered.
A grievance complaint can be filed either through email or by post mail. Please direct the complaint to:
Email: [email protected]
Project Complaints Officer
World Wildlife Fund
1250 24th Street NW
Washington, DC 20037
Information That Should be Included in a Complaint
Complaints should include the following information:
- Complainant’s name and contact information;
- If not filed directly by the complainant, proof that those representing the affected people have authority to do so;
- The specific project or program of concern;
- The harm that is or may be resulting from the project;
- The relevant Environmental and Social Safeguards policy or provision (if known);
- Any other relevant information or documents;
- Any actions taken so far to resolve the problem, including contacting WWF;
- Proposed solutions; and
- Whether confidentiality is requested (stating reasons).
Complaints can be submitted in the community/groups’ native language.
Complaint Review Process
Once a complaint is submitted, WWF will acknowledge receipt and—within 10 business days—assess the eligibility of the complaint and provide a response as to whether or not it is eligible. The source of the complaint is treated with confidentiality, unless this is waived.
If the complaint is eligible, WWF will notify the Project Team of the relevant project and request that it provide a response. The Project Team will provide a response within 10 business days with information on how it plans to look into the complaint and a time frame for this process. WWF will communicate this information to the community or group who filed the complaint. The Project Team will then look into the matter, with technical support as needed, for example, through investigation of the issues raised and dialogue with the complainant (unless confidentiality is requested) and other concerned parties. Based on the results, the Project Team will work with concerned parties to develop an action plan and time frame of steps required to resolve any issues identified. A summary of the concerns raised, actions taken, conclusions reached, follow-up plan, and time frame for completion will be documented and communicated as agreed to by the parties and provided to WWF. (If confidentiality has been requested, WWF will then communicate the response to the complainant.) The entire process, from the filling of the complaint to the resolution, will be documented and monitored until the follow-up plan is completed.
WWF expressly prohibits retaliation against those who bring complaints or those who assist in the complaint investigation and resolution.