Submit a grievance

by filling out the form on the right or writing to help@businessfornature.org.

Before submitting a grievance, we strongly encourage you to read the instructions below.

 

Introduction to BfN’s Accountability and Grievance Mechanism

As a Global Environmental Facility-funded project, Business for Nature is required to set up an Accountability and Grievance Mechanism which allows project-affected stakeholders to raise a grievance at any time to us directly or escalate to the implementation agency CIGEF on non-compliance with the Environmental and Social Management Framework (ESMF).

This webpage is created to inform affected stakeholders about the proper channels and processes to report grievances. You should be assured that your grievances will be addressed in a timely manner, you will not face retaliation for submitting a grievance, and you have the option to request confidentiality. 

What’s the scope of the Accountability and Grievance Mechanism?

This Accountability and Grievance Mechanism (AGM) is designed to enable the receipt of complaints during all three of the project’s components and throughout all related activities. Grievances may arise from Business for Nature employees and or partners, and any other stakeholder involved in or affected by project activities. The AGM is designed to address the concerns of any individual or group, identify the root causes of conflict, and identify opportunities to resolve grievances related to the Project.  

What’s the process of submitting a grievance?

You can submit a grievance through the form above or by writing to the grievance inbox help@businessfornature.org, which is managed by CEO of Business for Nature.

  • We will screen grievances for eligibility and acknowledge all grievances within 10 business days of receipt.

  • We will then notify relevant project staff, requesting a response within 10 business days.

  • Relevant project staff will work with the CEO to develop an action plan and timeframe to resolve any issues that were identified.

  • We will update you on the planned response and timeline (if applicable) via your preferred form of communication (in person meeting if local, videoconference, phone call or email) until resolved.

What grievances are eligible?

Grievances will be screened for eligibility applying the following criteria:  

  • Only grievances relating to the GEF project that BfN is executing will be processed;  

  • Only grievances received in writing (letter or email) will be processed;  

  • Submitted by or on behalf, of a person or people, affected by the project or program; and  

  • Raises potential issues relating to compliance with the GEF’s Minimum Standards on Environmental and Social Safeguards and Gender Policy. 

What information should you provide?

You should provide as much detail as possible to facilitate investigation of the complaint. The written complaint should preferably include the following information:  

  • Your name, address, telephone number, and email address if available.  

  • Description of the GEF project or program concerned;  

  • The harm that is, or may be resulting from failures or omissions by the GEF project and/or the project executing organizations or subgrantees;  

  • The names (if known) of relevant GEF policies or procedures that were/are being allegedly breached;  

  • List actions taken to solve the issue at stake, including previous contacts with Business for Nature;  

  • Reasonably detailed description of explanations received by and (if any) actions proposed to complainant(s), and why these are not considered satisfactory by the complainant(s);  

  • List of supporting documents and attachments, if appropriate but not mandatory (if you’d like to include attachments, please send your complaint directly to help@businessfornature.org). 

Other grievances will be considered ineligible if there is not a clear connection to the project (e.g. spam submissions), do not provide follow up or contact information, do not have the authority to represent the grievant, or do not articulate their grievances. If the initial grievance is missing the above information, the Project Strategist may follow up with the grievant to request it. 

How will we deal with confidentiality? 

The source of the complaint is treated with confidentiality, unless you waive confidentiality. Only the CEO will see grievance submissions and will keep any personally identifiable information secure. Since this complaints process is oriented toward direct dialogue and engagement among all parties, there is a risk that confidentiality may limit efforts to resolve complaints. You will be informed if confidentiality is impeding the process by the CEO and will have the option to wave confidentiality. If you refuse to share information and the Project Staff deems the grievance unsolvable without information, the grievance may be closed but will be included in the report to the CI-GEF.

How will you be protected from retaliation for submitting a grievance? 

We have a zero-tolerance policy towards retaliation and actively foster a culture across the project whereby raising concerns is valued. Retaliation is defined as “threatening or committing an act against someone because of their report of suspected wrongdoing or cooperation with an investigation into wrongdoing”. No employee or any other person will be discharged, threatened, or discriminated against in any manner for reporting in good faith what they perceive to be wrongdoing, violations of law, or unethical conduct. Retaliation against any person who submitted a claim in good faith is subject to disciplinary.

Any violations should be reported to CI via its Ethics Hotline at www.ci.ethicspoint.com. 

How will we deal with grievances that are ineligible?  

Complainants with ineligible grievances will be informed of the outcome and will be either directed to provide further information to further assess eligibility or to other resources as relevant. For instance, it is anticipated that some grievances we received will be expressions of opinions, or requests for support. We will attempt to respond to any ineligible grievances by directing them to the appropriate organizations, authorities or other institutions that are better able to respond, but no further action will be taken under the grievance mechanism.  

What if the grievance is not resolved in a satisfactory way?

if the process does not result in resolution of the grievance, or if you prefer, you may choose to file a claim through CI’s EthicsPoint Hotline at https://secure.ethicspoint.com. Alternatively, you may file a claim with the Director of Compliance (DOC) who is responsible for the CI Accountability and Grievance Mechanism and who can be reached at:  Director of Compliance, Conservation International 2011 Crystal Drive, Suite 600 Arlington, VA 22202, USA.