WWF India has established a mechanism to receive and respond to concerns raised by Community(ies)[1] who may be impacted by its conservation activities. This has been done to strengthen the implementation of WWF’s Social Policies, Principles and Guidelines (see below) as well as to improve the effectiveness of our safeguard processes. This mechanism is also an important 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?

Any community group (at least two or more people) or community institution that believes it is or may be negatively affected by any activity implemented by WWF India due to a failure on the part of WWF India to follow its social policies and safeguards in the design or implementation of any WWF India project activity is considered an “Affected Party”.
 
Any Affected Party may file a grievance/complaint. Any person or organization (Representatives) may be requested by an Affected Party 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.

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)

Criteria for a Grievance/Complaint

A grievance/complaint refers to any negative impact on a Community due to a failure on the part of WWF India or its implementing partner to respect WWF India’s social Policies, Principles and Guidelines, related to indigenous(tribal) rights, human rights, gender equity and representation, and well-being.
 
The grievance/complaint can be sent at
EMAIL: grievances@wwfindia.net  
or by POST  to
Grievance Redressal C/O HR, WWF India, 172 B Lodi Road New Delhi 110003.

The grievance/complaint can be filed in any local language.
Anonymous grievances/complaints will not be considered but complainants can request confidentiality.

How we handle Grievances/Complaints

1. We’ll acknowledge receipt of your grievance/complaint within seven working days.
2. Your grievance/complaint will be logged and processed for redressal.
3. We’ll do everything we can to resolve your grievance /complaint and send you a full reply within 45 working days.

If we’re unable to resolve within 45 days ,we will write to you again and update you on the progress and also provide a full a and final response within a mutually agreed time frame.

[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