WWF-India has established a mechanism to receive and respond to concerns raised by Community(ies)¹ who may be impacted by its place based activities. This has been done to strengthen the implementation of WWF’s, Statement of Principles and Environment and Social Safeguards Framework (ESSF) especially the Safeguard on Grievance Mechanism. This will also enable the effective implementation of WWF safeguard process and improve the environmental and social outcome of WWF-India’s work. This mechanism is also an essential part of WWF-India’s ethical commitments of integrity, transparency and accountability. Resolution of a grievance is based on dialogue, cooperation, and mutual agreement. Addressing grievances/complaints in a timely and effective way helps resolve conflicts, improves mutual understanding, strengthens accountability and provides a foundation for increased collaboration.

WHO CAN COMPLAIN AND WHO IS AN AFFECTED PARTY
Any community group (at least two or more people) or community institution that believes it is or may be negatively affected by any placed based activity implemented by WWF-India due to a failure on the part of WWF-India to follow the Statement of Principles and Safeguards in the design or implementation of any WWF-India place based activity is considered an “Affected Party”.

Any Affected Party may file a grievance/complaint. An Affected Party can also request any person or organization (Representatives) to speak on their behalf in relation to a grievance/complaint to WWF-India.

Representatives filing a grievance/complaint on behalf of an Affected Party must provide concrete evidence of authority to represent them.

Some examples of a representative could be: an authority figure from the community like a village head; traditional or customary authority; a local, national or even international NGO if they can show concrete evidence of having been requested by the Affected Party.

Concrete evidence can be a Gram Sabha resolution; a letter from the panchayat co-signed by at least 10 village members.

While anonymous complaints will not be considered although complainants can request confidentiality.

Template for Grievance/Complaint Submission:

The grievance/complaint should include the following information:

• Complainant’s name and contact information (if not filed directly by the complainant, proof that those representing the Affected Party have authority to do so)
• The project or program of concern and the specific location of the grievance/complaint
• Details and date of occurrence of the specific grievance/complaint
• The negative impact(s) faced
• Any other relevant information or documents
• Any efforts made to raise/resolve the issue by the complainant including contacting WWF-India/ its implementing partners
• Whether confidentiality is requested (stating reasons)

The grievance/complaint can be filed in English, Hindi or any local language.

Criteria for a Grievance/Complaint

"Grievances" are concerns that come directly from Community(ies) who feel they are being impacted by WWF-India's place based work, particularly related to social and environmental risks . In addition "complaints" are suggestions and concerns raised by anyone about WWF-India and its work.

Grievance Receiving Mechanism
The Grievances/Complaints can be sent to WWF India via EMAIL ID: grievances@wwfindia.net or by POST to Grievance Redressal, C/O Human Resource, WWF-India, 172 B Lodi Road New Delhi 110003.

[1]  Community(ies) means tribal or other local community group or any of its members located in WWF-India landscapes and with whom WWF-India works