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Alice Pedretti, Project Manager

Alice Pedretti, Project Manager. Effective management of complaints for companies. Lessons learned from the Management of Complaints Assessment Tool. Amsterdam, 11 May 2016. CSR Europe. CSR Europe Europe’s Leading Business Network for Corporate Social Responsibility.

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Alice Pedretti, Project Manager

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  1. Alice Pedretti, Project Manager Effective management of complaints for companies Lessons learned from the Management of Complaints Assessment Tool Amsterdam, 11 May 2016

  2. CSR Europe CSR Europe Europe’s Leading Business Network for Corporate Social Responsibility For20 years,CSR Europe has been the leading European business network for Corporate Social Responsibility. Through our network of corporate members and national CSR organisations, CSR Europe gathers over 10,000 companies, and acts as a platform for those businesses looking to enhance sustainable growth and positively contribute to society.

  3. UNGPs and grievance mechanisms EFFECTIVENESS • Legitimate • Accessible • Predictable • Equitable • Transparent • Rights-Compatible • A Source of Continuous Learning • Based on Engagement and Dialogue (for operational level GMs) - UNGP 31 - Grievance mechanisms are effective if the people they are intended to serve know about it, trust and are able to use it

  4. Management of Complaints Assessment (MOC-A) Tool Translates the 8 UN effectiveness criteria into 21 process requirements for companies: • Evaluates maturity of individual companies practice with practical examples for each level • Provides company position against peers • Allows for identification of gaps and areas for improvement, coupled with illustration of existing good practices. Identify gaps & concrete steps for process improvement in the wider framework of stakeholder engagement Assess & benchmark your company’s level of maturity for dealing with complaints coming from the workforce and/ or communities impacted by the biz operations

  5. Maturity of company performance Company performance against the 8 effectiveness criteria (CSR Europe MOC-A Tool): • Interviewed companies have established a formal process to address complaints with defined roles and responsibilities at either HQ or local level • Remaining challenges relate to: • Invest sufficient effort and time in designing a grievance mechanism • How to be “rights-compatible • Engaging with stakeholders and prioritizing dialogue as the means to address and resolve issues • Overcoming cultural differences when implementing policies at local level • Setting leading indicators as KPIs to measure performance of the mechanism • Adopting a continuous improvement approach

  6. EU & NJGMs How can the EU improve the effectiveness of non-judicial grievance mechanisms in providing remedy for victims of business related human rights abuse? • CAPACITY BUILDING – especially at the local level – to address some of the challenges mentioned – e.g. on implementing policies on local level; knowing how to set up an effective mechanism; how to engage with stakeholders in a meaningful way • Exercise its convening powers to support the implementation by EU Member States of the third pillar of the UN Guiding Principlesas well as use its leverage to foster and support policy developments outside the EU • Promote useful tools to improve effectiveness of GMs, as outlined in the UNGPs

  7. Effective management of complaints for companies THANK YOU! Alice Pedretti, Project Manager E-Mail: ap@csreurope.org

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