Grievance Resolution Process
WWF-Guianas has established a process to receive, respond to, and resolve complaints raised by stakeholders who may be negatively affected by our work or by work we support through our partners and consultants. A grievance is a formal complaint and will be treated as outlined below. This process contributes to WWF’s Social Policies and Safeguards (defined below).
Addressing concerns or complaints in a timely and effective way helps resolve issues, improves mutual understanding, strengthens accountability, protects human rights, and provides a foundation for increased collaboration. This mechanism conforms with WWF’s Social Safeguards and Policies listed in the textbox.
While this Process establishes a formal mechanism to resolve conflicts or concerns, we encourage open relations in which people and hope that we can address issues directly with each other including resolving conflicts and concerns as they occur. This document refers to a formal process for lodging and resolving issues.
WWF Social Policies and Safeguards can be found at WWF Social Policies
Any individual, group or community who believes they are or may be negatively affected by WWF-Guianas' failure to follow its Social Policies and Safeguards in the design or implementation of a WWF-Guianas project activity or initiative is considered an “Affected Party”. An Affected Party may identify someone to act on its behalf, and that person is called a Representative. Any Affected Party or their Representative may file a grievance to the individual listed below either by email, letter, or in person. Representatives filing a grievance on behalf of an Affected Party must provide proof of authority to represent the Affected Party.
Because this project grievance resolution process is oriented toward direct dialogue and engagement between all parties, an Affected Party can request confidentiality. Please note that confidentiality may limit efforts to resolve a grievance, and the Affected Party will be informed if confidentiality affects the resolution process.
The Grievance Committee oversees the WWF-Guianas Grievance Resolution Process. The WWF-Guianas Human Resource Manager is the designated Grievance Officer.
The Grievance Committee of WWF-Guianas comprises:
the People and Culture Manager in their capacity as Grievance Officer.
the Country Director
the Conservation Director
the Communications Manager
Grievances should be directed to the WWF-Guianas Grievance Committee by any of the following means:
*Note: All grievances received by technical officers will be directed to the Grievance Officer upon receipt.
The People and Culture Manager will receive all correspondence in their capacity as Grievance Officer. The Grievance Officer will acknowledge receipt of all grievances, using the format in which it is communicated, within TWO working days of receipt.
If the grievance is over an action taken by any member of the Grievance Committee, the People and Culture Manager will discuss the report with the Human Resource Director for WWF-LAC for further guidance.
The grievance report should include the following information:
Name and contact information of the Affected Party. If not filed directly by the Affected Party, proof or authority to represent the Affected Party.
The grievance can be filed in English, Dutch, Sranan Tongo, or any local language. WWF-Guianas will maintain a Register of all grievances filed.
Step 1 - The Grievance Officer will determine whether the grievance is over an action taken by any member of the Grievance Committee, after which the process will move to Step 2. If the grievance is over an action taken by a member of the Grievance Committee, the Human Resource Manager will discuss the matter with the Human Resource Director for WWF-US and receive advice on how to proceed.
Step 2 - The Grievance Officer will assess whether the grievance report is complete based on the information requested above. If complete, the process will move on to Step 3. If the grievance report is incomplete, the Human Resource Manager will inform the Affected Party or Representative that more information is required to proceed within 5 business days of receiving the grievance report.
Step 3 - The complete grievance report will be submitted to the Grievance Committee for review, and the Committee will determine whether the grievance contravenes WWF’s Social Policies and Safeguards. The Grievance Committee will communicate its decision within 10 business days of receiving the complete grievance report.
If the grievance is deemed to have contravened WWF’s Social Policies and Safeguards, the Grievance Committee will include in its communication its intention to work with the Affected Party or Representative to prepare a plan to address the grievance. Further, the Grievance Committee will request a meeting with the Affected Party or Representative within five business days from the date when its decision was received by the Affected Party or Representative.
Step 4 – The Grievance Committee, with additional technical support as needed, will work with the Affected Party or Representative to develop a plan and timeframe of steps required to resolve any issues identified in the grievance report. The Grievance Committee and Affected Party or Representative will each identify one person to oversee the implementation of the plan.
Step 5 - A summary of the grievance, actions taken, conclusions reached, and further follow-up plan will be documented and communicated as agreed between the parties. WWF-Guianas will facilitate support to further clarify, assess, and resolve issues raised as needed, including, if appropriate, engaging input from outside experts.
Agreed plans will establish a timeframe for regular process monitoring to resolve the grievance. The Grievance Committee will coordinate the monitoring by organizing periodic checks – bringing together the concerned parties and relevant technical advisors for meetings or other communication on the status of actions detailed in the plan, until they are completed. WWF-Guianas will assess the effectiveness of this grievance resolution process annually and identify any needs for improvement.
WWF-Guianas strongly disapproves of and will not tolerate any form of retaliation against those who report concerns in good faith. Any WWF-Guianas employee who engages in such retaliation will be subject to disciplinary action up to and including termination of employment.
WWF-Guianas will take all feasible actions to protect complainants against retaliation. Anyone who has made a report of suspicious conduct of a WWF-Guianas employee and who subsequently believes he or she has been subjected to retaliation of any kind should immediately report it by the same channels as noted here
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Statements of Principles and Environmental & Social Safeguards