Introduction and objective
The process for handling of external grievances and their redress supports the building of stakeholder confidence in the Tenure Facility, and institutional learning. All identified or perceived
external grievances or related misconduct are to be reported through this procedure. This procedure encourages and enables employees and other stakeholders to raise concerns related to grievances prior to seeking resolution outside the Tenure Facility. The objective of this procedure is to make external communications and complaint resolution within the Tenure facility more concrete, systematic, and institutionalized to ensure effective and efficient engagement with partners and other stakeholders.
Scope and responsibilities
This is a mandatory document that applies to anyone working for or on behalf of the Tenure Facility, especially employees, members of the Board and Advisory Group, and as agreed with project partners and suppliers. This procedure is part of the Tenure Facility management system and should be read together with other documents such as the Tenure Facility Whistleblower Policy and the Terms of reference for the Ombudsman.
An expression of dissatisfaction through feedback, concerns, or complaints from a stakeholder related to any aspect of the Tenure Facility as an institution or related to an individual working for or on behalf of the Tenure Facility.
Examples include, but are not limited to:
Individual responsible for the recording, re-routing, processing, investigation, and resolution of the received grievances
Actions, remedies, or resolutions meant to rectify the effect of the reported grievances
Principles and requirements
#1 The Tenure Facility reports external grievances
All working for or on behalf of the Tenure Facility report identified external grievances, perceived grievances, and related misconduct.
#2 The Tenure Facility encourages external stakeholders to report grievances
All stakeholders are invited to apply this procedure to report grievances, perceived grievances, and related misconduct. Information on the Grievance and Redress Procedure is distributed to all working for or behalf of the Tenure Facility, as well as project partners and other relevant stakeholders. The information is made accessible and easily understood both regarding use of channel and language. Any grievance may be sent through any of the channels listed in Annex 1.
#3 The Tenure Facility upholds confidentiality
Reports of violations or suspected violations will be kept confidential to the extent possible, consistent with the need to conduct an adequate, impartial investigation.
#4 The Tenure Facility acts quickly, respectfully and without retaliation
Grievances are dealt with promptly, thoroughly and resolved as quickly as possible by the appropriate persons appointed by the Tenure Facility. No one, who in good faith reports grievances or misconduct, suffer harassment, retaliation, or adverse Tenure Facility employment consequence. A member of TF who retaliates against someone who has reported a grievance in good faith is subject to corrective measures. Review and
investigation of grievances is kept fair, impartial, and respectful to all relevant stakeholders. This includes providing complainants with clear and understandable reasons for decisions relating to their grievance. Updates are provided to complainants pending resolution of their concern or complaint, as necessary.
#5 The Tenure Facility learns from grievances and redress
Grievances and their redress are used as bases for learning and improvement of future activities, policies, and procedures.
Receiving the grievance
The PIC acknowledges receipt of the grievance within ten (10) business days from receiving it. The PIC informs the COO and conducts an initial review of the situation and determine whether the case requires further action and investigation. The grievance is recorded in the Tenure Facility archive, along with relevant contact information.
Resolving the grievance
Should the PIC determine that the grievance received does not constitute a case for further action and investigation, the PIC will inform the relevant stakeholders of the outcome of this initial review and record the same in the Tenure Facility archive.
If, however, the PIC determines that the grievance received does require further action and investigation, the PIC will undertake a process for the resolution of the grievance. A work plan on how to resolve the grievance will be developed and implemented by the PIC. This work plan may include direct organizational action, stakeholder assessment and engagement, mediation, investigation, or other forms of consultation and implementation.
Every effort is made to resolve the grievance in a timely fashion, within sixty (60) business days or less. The relevant stakeholders are kept informed of any extensions.
Where the case cannot be easily resolved by the PIC, it is elevated to the COO/Compliance Officer for resolution. If, however, the complaint concerns the COO, it is handled by the Executive Committee of the Board of Directors.
Once decided upon, the relevant stakeholders are informed of the decisions made and actions taken in relation to the grievance. If they agree with the proposed outcomes, actions, and ways forward, the proposed response is implemented. The issue will then be deemed resolved, closed and is recorded in the Tenure Facility archive as such.
Elevation of the Case to the Ombudsman
Should a stakeholder disagree with
(a) the PIC’s determination of the grievance received as “no case,” meaning not needing further action and investigation, or
(b) the proposed outcomes, actions, and ways forward,
they may refer the issue to the Ombudsman.
Documenting Feedback, Concerns, and Complaints
All grievances are be recorded in Tenure Facility archive. A file on each grievance is included in the archive and updated at each stage of the Grievance and Redress Procedure. Each file includes at least the following information:
Any project-specific grievance, together with the responses provided, is also be included in project reports to ensure complete project records.
This Board-approved policy supports the existing policies and procedures of the Tenure Facility, particularly those related to the management of environmental and social risks and impacts. The Tenure Facility applies this policy in all its ongoing activities, programmes, and projects. The Executive Director can, after consulting the COO or the Board when relevant, approve exceptions from the correct application of this procedure. Exceptions that have not been approved are to be reported through this procedure and will be subject to appropriate and immediate action. The Executive Director is responsible for maintaining and implementing this procedure, the Board monitors its implementation at its annual meetings, through the review of periodic implementation reports from the Executive Director. This policy is reviewed and confirmed by the Executive Director each year, and at least every 5 years by the Board.
Virmeda AB, Mo 106, 91492 Logdea, Sweden
Envelope must be marked “Confidential Notice”
Email must be marked “Confidential Notice”
+46 812 148 686
Online feedback form, part of the Tenure Facility website encouraging the complainant to inform the Tenure Facility about, at a minimum, the grievance and contact details.