Accueil Impartiality & Equitability
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Case-handling procedures
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…
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Complaint filing guidance
In order to ensure the NCP is accessible, it is important that the NCP provide an adequate and accessible explanation to complainants on how to file complaints. Complainants are likely not experts on the Guidelines,…
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Language accessibility
In order to ensure the NCP is accessible, it is important that language is not a barrier to filing complaints or participating in mediation. Many complainants may only be able to file complaints and participate…
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Admissibility criteria
An NCP should be accessible to enable more parties to benefit from the NCP’s mediation. The Guidelines set out six admissibility criteria that the NCP should consider. NCPs should consider all six of these criteria…
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Public initial assessments
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…
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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…
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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…
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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,…
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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…