Grievance and Redress Procedure 

I. Introduction and Objective

The Grievance and Redress Procedure (GRP) is designed to strengthen stakeholder confidence in the Tenure Facility, ensure accountability, and support institutional learning. It establishes a transparent, accessible, and fair process for handling external grievances and related misconduct. The procedure encourages employees, partners, and other stakeholders to raise concerns directly with the Tenure Facility, thereby preventing escalation outside the institution. Its objective is to institutionalize communication and complaint resolution to ensure effective and efficient engagement.

II. Scope and Responsibilities

This policy is mandatory and applies to anyone working for or on behalf of the Tenure Facility, including employees, members of the Board and Advisory Group, and as agreed with project partners and suppliers. It is part of the Tenure Facility management system and complements related documents such as the Whistleblower Policy and the Terms of Reference for the Ombudsman.

III. Levels of Responsibility

Level 1: Person-in-Charge (PIC)

• Record, acknowledge receipt, and re-route grievances in a timely manner
• Investigate and resolve grievances where possible
• Elevate unresolved issues to the COO (or the Board Executive Committee if the COO is implicated)
• Maintain and update the centralized grievance tracking archive

Level 2: Chief Operations Officer (COO)

• Investigate and resolve grievances elevated by the PIC
• Ensure timely communication with stakeholders
• Escalate matters to the Board Executive Committee if necessary

Level 3: Executive Committee of the Board of Directors (ExeCom)

• Investigate and resolve grievances elevated by the COO or PIC
• Provide oversight to ensure impartiality and fairness

Ombudsman (Parallel Process, upon appeal)

• Review grievances if stakeholders disagree with PIC/COO/ExeCom decisions
• Conduct independent investigation and propose resolution

IV. Definitions

• Grievance: An expression of dissatisfaction from a stakeholder regarding any aspect of the Tenure Facility or its representatives. Examples include failure to comply with laws or policies, errors, unethical behaviour, or misconduct.
• PIC: The individual responsible for recording, routing, investigating, and resolving grievances.
• Redress: Actions, remedies, or resolutions to address the grievance.

V. Principles and Requirements

1. All external grievances must be reported.

2. Stakeholders are encouraged to report grievances through accessible channels.

3. Confidentiality is upheld to the extent possible while allowing impartial investigation.

4. Grievances are addressed promptly, fairly, and without retaliation.

5. The Tenure Facility uses grievance cases as learning opportunities to strengthen systems and practices.

6. The GRP is complementary to national legal frameworks, jurisdictions and institutions and does not impede access to national or local judicial or administrative remedies.

VI. Detailed Procedures

Receiving the Grievance

The PIC acknowledges receipt of the grievance within ten (10) business days, informs the COO, and conducts an initial review. The grievance is logged in the central archive with relevant details.

Resolving the Grievance

If the grievance does not require further action, the PIC informs stakeholders and records the outcome. If further action is required, the PIC develops a resolution plan, which may involve mediation, consultation, or investigation. Every effort is made to resolve grievances within sixty (60) business days. Cases concerning the COO are escalated to the Executive Committee.

Appeal to the Ombudsman

Stakeholders may appeal to the Ombudsman if they disagree with the PIC’s determination or the proposed resolution. The Ombudsman conducts an independent review and proposes a final resolution.

Documentation

All grievances are recorded in the Tenure Facility archive, including:

• Name and contact of complainant
• Description of grievance
• Person(s)-in-charge
• Actions taken
• Timeline
• Resolution

Project-specific grievances and resolutions are also included in project reports.

VII. Implementation

This Board-approved policy complements Tenure Facility’s broader risk and impact management framework. The Executive Director, in consultation with the COO and/or Board, may approve exceptions. Unapproved exceptions must be reported and addressed. The Executive Director is responsible for implementing this policy, while the Board reviews progress annually. The policy is reviewed and confirmed by the Executive Director each year and by the Board at least every five (5) years.

Annex 1: Grievance Reporting Channels

Post/Mail:

Virmeda AB, Mo 106, 91492 Logdea, Sweden
Envelope marked “Confidential Notice”

Email:

misconduct@thetenurefacility.org  (Subject: Confidential Notice)

Telephone:

+46 812 148 686

Online Feedback Form:

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