Collaboration, Trust and Transparency in Every Step
Accountable Grievance Mechanism
Indonesian Conservation believes that every voice matters. Accountable Complaint Mechanism or Accountability Grievance Mechanism (AGM) is designed to provide transparent, fair and responsible solutions to complaints that arise during the implementation of our projects.
Indonesian Conservation guarantees the confidentiality of the identity of the reporter who submits a complaint or report through the Accountable Complaint Mechanism (AGM) if the reporter explicitly requests that his/her identity be kept confidential.
Why is it important?
We understand that our projects or programs can have a direct impact on communities and the environment. Through AGM, we ensure that any complaints are taken seriously, in accordance with human rights standards, and focused on solutions.
In handling complaints AGM is based on the following principles:
- Legitimacy: Known by all stakeholders and providing adequate assistance.
- Predictable: Provide clear procedures and timelines at each stage of the complaints process.
- Fair: Ensuring fair access to resources and information for the aggrieved party.
- Transparent: Provide up-to-date information to parties regarding process developments.
- Human Rights Compliant: Outcomes and resolutions are in accordance with national and international human rights.
- Continuous Learning: Identifying lessons learned to improve mechanisms and prevent future complaints.
- Engagement and Dialogue Based: Consulting with stakeholders to resolve complaints.
Who can use this channel?
- Stakeholders at the Indonesian Conservation project/program location
- Complaints made in good faith
- Complaints are made by representatives/persons representing a person/party affected by the project.
- Complaints made during project implementation or 2 years after project completion
How does the process work?
- Filing a Complaint: You can send your complaint to our representative in the field or AGM Coordinator via AGM channel.
- Initial Examination: We verify the completeness and appropriateness of the complaint
- Follow-up: Complaints are followed up based on their risk level—low, medium, or high.
- Resolution: The agreed solutions are implemented with full transparency.
- Implementation: Resolution steps are implemented according to the agreed action plan. This process includes monitoring to ensure the effectiveness of the solution.
- Closing: Once the solution is implemented and the results are evaluated, the complaint is considered resolved, and a final report is submitted to the relevant parties.
- pengaduan@konservasi-id.org
- 081 7766 7070 7
- 081 7766 7070 7
