8.8.3 Internal and External Complaint and Grievance Procedures
This section emphasizes the importance of establishing clear procedures to address complaints and grievances received from both internal and external stakeholders, including clients and affected parties. These procedures are essential for promoting transparency, addressing concerns, and ensuring compliance with the International Standard and relevant laws. Here's a detailed breakdown of the requirements:
- Establishment of Grievance Procedures:
The organization must establish and document procedures to effectively document and address grievances received from stakeholders. These procedures should include:
a) Receiving and Addressing Complaints and Grievances: Clear guidelines for how complaints and grievances should be reported, received, and addressed.
b) Hierarchical Resolution Process: Establishing hierarchical steps for the resolution process, ensuring that grievances are handled systematically and fairly.
c) Investigation of Grievances: Procedures for conducting impartial investigations of grievances, including:
- Cooperation with Official External Investigation Mechanisms: Collaborating with official external investigation mechanisms, when necessary.
- Prevention of Intimidation and Protection of Witnesses: Measures to prevent the intimidation of witnesses and ensure that evidence can be gathered without hindrance.
- Protection of Whistleblowers: Safeguards to protect individuals who submit complaints or grievances in good faith from retaliation.
d) Identification of Root Causes: Determining the underlying causes of the grievances to address systemic issues.
e) Corrective and Preventive Actions: Implementing appropriate corrective and preventive actions, including disciplinary actions as necessary, to address any infractions.
f) Communication with Authorities: Procedures for communicating with appropriate authorities when necessary.
- Effectiveness Criteria:
The organization should establish and document effectiveness criteria for the grievance procedures. These criteria serve as benchmarks for evaluating the success of the procedures in addressing grievances.
- Communication and Awareness:
The procedures should be effectively communicated to internal and external stakeholders to facilitate the reporting of potential and actual non-conformances with the International Standard, as well as violations of international, national, and local laws or human rights. Awareness among stakeholders is crucial for the reporting and resolution of grievances.
- Immediate Handling of Serious Allegations:
Grievances alleging criminal acts, violations of human rights, or imminent danger to individuals must be dealt with promptly by the organization and other appropriate authorities. Immediate action is required to address serious allegations and protect individuals' rights and safety.
By implementing these grievance procedures, the organization demonstrates its commitment to addressing stakeholder concerns, promoting accountability, and ensuring compliance with relevant standards and laws. It also helps build trust and transparency in the organization's operations.
