Complainants depend on clear complaint procedures to access and use the NCP. To ensure an accessible, impartial, and predictable complaint process, the NCP should create case-handling procedures and post them on its website in both…
Having a clear process for when and how the NCP coordinates with other NCPs when handling complaints helps ensure the process is transparent and predictable. This information helps complainants who have filed, or are considering…
This indicator measures whether NCPs immediately publish initial assessments that accept complaints. Immediate publication of initial assessments is vital to ensuring the transparency, accountability, and impartiality and equitability of the complaint process. Raising public awareness…
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…
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….
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…
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…
Intimidation and reprisals against NCPs can result in complaints being incorrectly rejected or handled improperly. To ensure the accountability, predictability, and equitability and impartiality of the complaint process, NCPs should take a proactive approach to…
By maintaining a database of complaints handled, the NCP helps ensure its process is visible, transparent, accountable, and predictable. A record showing basic information on the complaints handled by an NCP helps many stakeholders (civil…
Transparency is a core criterion for NCPs and is critical to ensuring a predictable, impartial, and equitable complaint process. Complainants must have access to all information relevant to the complaint to avoid power imbalances. NCPs…