External expertise
Outside of an NCP’s formal structure, the NCP should also ensure it has access to a broad range of expertise and knowledge in order to handle the range of complex issues raised in complaints. This…
Home Complaint Procedures Page 2
News /
Assessment without mediation
In situations where one party declines mediation, it is important that the NCP use its expertise to assess the issues raised and publish a final statement explaining how the Guidelines are implemented in the particular…
News /
Public final statements
To ensure accountability, the NCP should consult with parties before finalising the final statement to ensure it accurately reflects their participation in the process and views on outcomes, particularly any resolutions reached. To ensure transparency,…
News /
Determinations
Complainants view an NCP’ s commitment to making determinations as an indicator of the NCP’s own accountability to its mandate and impartiality towards all stakeholders. Providing public determinations of (non)compliance is an important way for…
News /
Consequences
While NCPs usually lack the authority to penalise companies for refusing to engage in the complaint process, engaging in bad faith, or failing to implement agreements and recommendations given, NCPs can ask their government to…
News /
Follow-up
One of the key tools NCPs have to encourage company observance of the Guidelines is to follow-up after the final statement stage to publicly verify whether companies implement agreements reached or recommendations and determinations given….
News /
Procedural review
Complainants should have the right to request a procedural review if they feel the NCP has not followed its internal procedures correctly and fairly. This enables more predictable, impartial complaint-handling and helps strengthen the practices…
News /
Complaint timeline
A commitment to a general timeline, and to legitimate reasons and regular communication when the timeline shifts, helps make the NCP process accessible and predictable for complainants. Many complainants do not know how long a…
News /
Reprisals against complainants
Intimidation and reprisals against complainants can often prevent complainants from filing a complaint or from being able to participate fully in the process. Ensuring that the NCP has a robust policy and practice to address…
News /
Mediation location
NCP processes should be as open, accessible, and affordable as possible, so that complainants from around the world can access and use the NCP mechanism. Complainants may have cost or security concerns that prevent them…