Grievance Procedure
How Anyone Affected by ISIFARMER Can Raise a Concern and How We Respond
Purpose of this Procedure
This is ISIFARMER’s public grievance procedure. It explains how any person or organizations affected by ISIFARMER’s work can raise a concern, complaint, or grievance safely and without fear of retaliation and how ISIFARMER receives, tracks, resolves, and provides remedy for it. It gives practical effect to our commitment to keep the people with the least power to influence our decisions to be heard and to change how we operate in response. It is designed in line with the effectiveness criteria for grievance mechanisms set out in Section 9 of the United Nations Guiding Principles on Business and Human Rights (UNGP 31). It is published at isifarmer.net, applies across all ISIFARMER operations and hubs, and complements our internal Complaints and Grievance Policy.
Who Can Raise a Grievance
Anyone affected by ISIFARMER’s work can raise a grievance through this procedure, whether or not they work for us. This includes:
Workers and the core team, including interns, contractors, volunteers and collaborators who contribute without a formal employment contract.
Urban farmers across every hub, including participants referred through our ISI-Impact programmes.
Customers and commercial partners, including HORECA restaurants and distributors.
Communities where we operate.
Suppliers, technology partners and advisers.
Any other individual or organisation affected by our operations.
What Grievances Can Be Raised
A grievance is any concern that a person or group has been, or may be, harmed, disadvantaged, or treated unfairly as a result of ISIFARMER’s actions or omissions, or those of a party we work with, such as a supplier or partner. A grievance may relate to our policies, a contract, a commitment we have made or a general concern about fairness. Examples include:
Unfair, discriminatory, or exclusionary treatment, including concerns related to justice, equity, diversity or inclusion.
Breaches of contract terms or the support obligations described in the Farmer Contract and Terms Policy.
Barriers to participation based on ability, background, language or any other characteristic.
Health, safety, or wellbeing concerns in any ISIFARMER space.
Environmental or community concerns arising from our operations.
Misuse of personal data or breaches of privacy.
Unethical conduct, fraud or conflicts of interest.
Any behaviour that causes harm or creates an unsafe environment.
You do not need to be certain that your concern counts as a “grievance” before raising it. If you are unsure, raise it anyway. We will make sure it reaches the right place.
How to Raise a Grievance
ISIFARMER provides several ways to raise a grievance, so you do not have to raise it directly with the person concerned.
A grievance can be submitted through any of the following channels:
By email
In person
To any manager, team lead or the Chief Impact Officer.
By Post
ISIFARMER
La Nave Madrid
Calle Cifuentes 5
28021 Madrid
Next Steps
Acknowledgement: We acknowledge every grievance within five working days of receipt, where the person raising the grievance can be contacted.
Assignment: The Chief Impact Officer confirms that the concern can be addressed under this procedure and decides who will handle it. Where a concern relates to a particular person, it is handled by someone who is not involved. If a concern cannot be taken forward under this procedure, we explain why, direct the person to a more appropriate channel where one exists, and still record the concern in the grievance log.
Review: We look into each concern fairly, promptly, and as confidentially as possible, keeping the person informed of progress. Where a concern is raised on someone’s behalf, we will, with that person’s consent, keep them informed and act in accordance with their wishes, handling sensitive cases with particular care and confidentiality.
Outcome: Within a target of 30 calendar days, we tell the person the decision on their concern (whether it is justified, partly justified, or not justified), the reasons for the decision, and what will happen next. Where a case is complex and requires more time, we explain why and provide a revised timeline.
Remedy and Corrective Action: Where ISIFARMER has caused or contributed to harm, we provide a remedy that is proportionate to the harm. This may include an apology, correcting or compensating for the harm, and a commitment to prevent it from happening again. Separately, we address the root cause by reviewing and changing the policy, practice or behaviour involved so that the same issue does not recur for others.
These steps apply to every grievance, regardless of the outcome. We keep the person informed throughout and confirm the result at the end. Where a concern was raised anonymously, we respond as fully as the available information allows. If the person is not satisfied with the outcome, they can ask the Sole Administrator to review it.
Protection from Retaliation
No one who raises a concern in good faith will face any negative consequence for doing so, even where the concern is subsequently found to be mistaken, unsubstantiated, or not justified. This protection applies to anyone who raises a concern, supports another person in raising a concern, or provides information relevant to a concern, including anyone acting on behalf of another person.
Retaliation means any adverse treatment connected to the raising, supporting, or reporting of a concern. This may include dismissal, exclusion, worsening of terms or conditions, loss of a training place, loss of access to a farm or the platform, withdrawal of support, intimidation, threats, or damage to a person’s reputation.
The identity of anyone raising a concern will be kept confidential as far as possible and shared only where necessary to address the concern appropriately. Anonymous grievances are equally valid and will be considered and handled with the same care and seriousness as concerns raised openly. Retaliation of any kind is a serious breach of this procedure. Any allegation of retaliation may itself be raised as a grievance and will be investigated and, where appropriate, acted upon by the Highest Governing Body.
How We Track, Assign and Resolve Grievances
Central Log
Every grievance is recorded in a confidential grievance log maintained by the Chief Impact Officer. The log captures the date received, whether the grievance was raised anonymously, its category and subject matter, the action taken, the outcome, any remedy provided and the date closed.
Confidentiality and Data Protection
Access to the log is limited to those responsible for handling or overseeing grievances. Personal information is held securely and in accordance with applicable data-protection law.
Named Owner and Accountability
The Chief Impact Officer maintains the log and follows each grievance through to closure. Ultimate accountability rests with the Sole Administrator, as the Highest Governing Body. A grievance is not closed until the person who raised it has been informed of the outcome, where they can be contacted.
Annual Summary and Review
At least once a year, the Chief Impact Officer prepares an anonymized summary of grievances raised, resolved, and outstanding, and reviews it with the Sole Administrator as part of ISIFARMER’s annual governance review. The review assesses whether the procedure is working effectively and whether any improvements are needed. Where no grievances have been raised, the log records that the procedure was in place and available.
Early Warning and Learning
Grievances are treated as an early-warning signal. Recurring themes inform ISIFARMER’s human-rights and environmental due diligence and improvements to our policies and practices, helping to prevent future harm.
Roles and Responsibilities
Highest Governing Body
Holds ultimate accountability for this procedure and for the fair handling of grievances, reviews the anonymized grievance summary at least once every 12 months, and decides escalations.
Chief Impact Officer
Owns the procedure day to day, receives and assigns grievances, maintains the log, keeps complainants informed, sees that remedy and corrective action are carried out, and reports to the Sole Administrator.
Managers and Team Leads
Receive grievances raised in person, pass them promptly and unaltered to the Chief Impact Officer and never discourage, filter or delay them.
Everyone at ISIFARMER
Is expected to cooperate honestly with the handling of a grievance and never retaliate against anyone involved.
When a Grievance Involves Senior Leadership
If a grievance concerns the Chief Impact Officer, it will be handled by the Sole Administrator. If it concerns the Sole Administrator, it may be raised anonymously and will be handled by the CIO together with the COO. Where appropriate, they will seek external advice to ensure that the grievance is handled fairly and impartially.
Alignment with the UN Guiding Principles (UNGP 31)
This procedure is designed to meet the eight effectiveness criteria for non-judicial grievance mechanisms set out in Principle 31 of the United Nations Guiding Principles on Business and Human Rights, which provide an internationally recognised benchmark for effective grievance mechanisms and inform B Lab’s grievance requirements. As a micro company, ISIFARMER implements these criteria in a manner proportionate to its size, structure and context:
- Legitimate — a channel that stakeholders can trust, with clear accountability for ensuring that grievances are handled fairly and impartially.
- Accessible — known to all stakeholder groups and available through multiple channels, including an anonymous option.
- Predictable — a clear procedure with defined steps, timelines and possible outcomes.
- Equitable — people can raise a concern without confronting the person involved, be supported by someone they trust and ask us for the information they need to engage on fair terms.
- Transparent — the person is kept informed of the progress and outcome, the procedure itself is public and stakeholders can see that the mechanism works through the annual summary reports on grievances.
- Rights-Compatible — outcomes accord with internationally recognised human rights and with ISIFARMER’s JEDI commitments.
- A Source of Continuous Learning — findings feed into our due diligence and the annual review of policies and practices.
- Based on Engagement and Dialogue — we aim to resolve concerns through dialogue wherever possible, and we will review this procedure with the stakeholder groups it serves and adjust it in response to their feedback.
