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Complaints

The Association receives and processes complaints of alleged violations of the International Code of Conduct by its Member Companies. Where a complainant seeks support, the ICoCA facilitates access to fair and accessible grievance procedures that may offer an effective remedy, including through providing the complainant with access to ICoCA’s own good offices.

 

For Member Companies, the Association provides guidance on establishing and maintaining fair and accessible grievance procedures in compliance with the Code. 

 

Two types of complaints may be reported to the Association:

 

  1. Complaints from an individual or his or her representative alleging harm caused by an alleged Code violation by an ICoCA Member Company; or
  2. Complaints by an individual or a group who have reason to believe a violation of the Code by an ICoCA Member Company has occurred or is about to occur.

 

In either case the Association initiates a process to respond to the complaint:

 

  1. Where an individual or his or her representative alleges harm caused by an alleged Code violation, the Association will work with the complainant and the ICoCA Member Company to facilitate access to a fair and accessible grievance procedure that may offer an effective remedy. This may include the ICoCA Member Company’s grievance procedure, the good offices of the Association, mediation services, or alternative mechanisms. At all times, the interests and priorities of the complainant will guide the choice of resolution. This process is guided by the Article 13 Procedures for Receiving and Processing Complaints.
  2. Where an individual, group or their representatives have reason to believe a violation of the Code by an ICoCA Member Company has occurred or is about to occur, the Association will address the complaint with the Member Company. Such complaints may be brought by any group or individual whether or not harmed and may include alleged Code violations which have occurred or are about to occur. This may include anonymous complaints, complaints by whistle-blowers, or complaints by any other individuals or groups. This process is guided by the ICoCA’s Article 12 Procedures for Reporting, Monitoring and Assessing Performance and Compliance.

The Association may apply either or both the Article 12 and Article 13 Procedures depending on the nature of the complaint and the parties involved.