If you have additional questions about ImplementaSur’s complaints and grievances mechanism, contact us at info@implementasur.com.
ImplementaSur's complaints and claims mechanism
At ImplementaSur, we are committed to transparency and the responsible management of any concerns raised by our stakeholders. For this reason, we provide this complaints and grievances form, a space that allows any individual to submit complaints or reports related to our operations, services, or the impacts resulting from our work as a climate management consulting firm.
All complaints will be handled confidentially and fairly, with appropriate safeguards in place to ensure that stakeholders who choose to submit a complaint or grievance do not face any retaliation.
To file a complaint or claim, please complete the following form
Complaints Handling Procedure
This procedure outlines the process by which ImplementaSur receives, evaluates, and responds to complaints and grievances submitted by its stakeholders.
- Must relate to ImplementaSur’s services, activities, or impacts.
- Must include sufficient information for evaluation.
- Must not contain offensive, defamatory, or unfounded language.
1. Receipt and Registration An acknowledgment of receipt will be sent within a maximum of 5 business days via the email address provided by the complainant.
2. Initial Assessment The validity of the complaint will be reviewed within 10 business days.
3. Investigation If the complaint is deemed valid, an internal investigation will be carried out within a maximum of 30 business days.
4. Proposed Resolution A proposed resolution will be communicated to the complainant via the email address provided, within 10 business days following the conclusion of the investigation.
5. Closure and Follow-up If the complainant accepts the resolution, the complaint will be closed; otherwise, an additional review may be initiated. If no response is received within 10 business days of the resolution communication, the resolution will be considered accepted.
Facilitation of Resolution
- Direct communication may be established with the complainant for clarification, using the email address provided.
- In the case of anonymous complaints, ImplementaSur will document all complaints and resolutions in writing, which may be made available to stakeholders upon request.
- Corrective measures will be implemented if necessary.
Protection Against Retaliation
ImplementaSur guarantees that no individual submitting a complaint will be subject to retaliation. The following safeguards are in place:
- Strict confidentiality in complaint handling.
- Secure and accessible communication channels.
- Regular review of the mechanism to ensure its effectiveness and the protection of complainants.