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…
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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…
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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…
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Reprisals against NCP
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…
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Basic information
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Complainant anonymity
Complainants often face high risk of reprisals by companies for filing complaints and therefore, in order to ensure accessibility, they should be allowed to withhold their identity from the company (but not the NCP itself)…