The complaint processOnce a complaint is filed, the IRM will determine if it is eligible, and may request further information from the complainant to make this determination. Eligibility determinations are procedural in nature, and do not imply a decision or judgement by the IRM on the issues in the complaint or their merit.
Once a complaint has been found eligible, the IRM will contact the complainant and others involved to explore if the case is amenable to problem solving through collaborative processes, like information exchange or mediation.
If the complainants and others are prepared to engage in a problem solving process, the IRM will help design and facilitate a process aimed at reaching a mutually satisfactory solution that addresses the complaint. If an agreement is reached, the IRM will monitor implementation of the agreement in consultation with the parties.
If there is no willingness to engage in a problem solving process or a problem solving process does not successfully resolve the issues of concern, the IRM will commence an appraisal of the complaint. The appraisal aims to determine whether there is enough evidence that GCF has violated its policies and procedures. The appraisal takes into consideration the information provided by the complainant, as well as the responses from the GCF Secretariat.
If the IRM decides there is enough evidence of potential violations, the IRM will investigate the issues raised in the complaint to determine whether any violations of GCF's policies and procedures have occurred. The IRM may conduct interviews, site visits and review document to find the true state of the facts.
A draft of the IRM’s investigation report is sent to the complainant and the GCF for feedback. Once finalized, the report will be submitted to the GCF Board, along with any recommendations, for a decision.
The GCF Board will, as soon as practicable, consider the report and decide whether to give redress and relief to the complainant. If the Board decides to give redress, GCF will prepare a plan to remedy the complaint and the IRM will monitor the situation to ensure the situation is remedied.