How do you address human rights complaints?

2 Establish a grievance mechanism

The second step is to establish a grievance mechanism, which is a formal or informal process that allows affected stakeholders, such as workers, communities, customers, or civil society groups, to raise their concerns or complaints about your human rights impacts, and to seek redress or resolution. A grievance mechanism should be accessible, legitimate, predictable, equitable, transparent, rights-compatible, and based on dialogue and engagement. A grievance mechanism should also be aligned with the effectiveness criteria of the UN Guiding Principles on Business and Human Rights, which provide guidance on how to design and implement a credible and responsive mechanism that respects the rights and interests of the complainants and the respondents.

3 Respond to complaints promptly and fairly

The third step is to respond to complaints promptly and fairly, which means acknowledging the receipt of the complaint, conducting a thorough and impartial investigation, communicating the findings and outcomes, and providing appropriate remedies or actions. A response to a complaint should be based on the principles of accountability, transparency, participation, and non-discrimination. A response to a complaint should also be consistent with the expectations and standards of the UN Guiding Principles on Business and Human Rights, which require businesses to provide or cooperate in the provision of effective remedies for adverse human rights impacts that they cause or contribute to.

4 Monitor and evaluate the effectiveness of your response

The fourth step is to monitor and evaluate the effectiveness of your response, which means tracking the progress and results of your investigation, remedy, or action, and measuring the satisfaction and feedback of the complainants and other relevant stakeholders. Monitoring and evaluation should be done regularly and systematically, using both quantitative and qualitative indicators and methods. Monitoring and evaluation should also be based on the principles of learning, improvement, and accountability. Monitoring and evaluation should also be informed by the guidance and indicators of the UN Guiding Principles on Business and Human Rights, which encourage businesses to review and improve their human rights performance and grievance mechanisms over time.

6 Collaborate with other actors and stakeholders

The sixth step is to collaborate with other actors and stakeholders, which means engaging and partnering with other businesses, governments, international organizations, civil society groups, or human rights experts, to share knowledge, experience, and resources, and to address common or systemic human rights challenges or opportunities. Collaboration should be done proactively and constructively, using platforms and mechanisms that foster dialogue, trust, and cooperation. Collaboration should also be based on the principles of mutual respect, complementarity, and leverage. Collaboration should also be guided by the multi-stakeholder initiatives and networks of the UN Guiding Principles on Business and Human Rights, which promote collective action and learning on human rights and business issues.