Grievance Procedure
How Anyone Affected by ISIFARMER Can Raise a Concern and How We Respond
Nuestro Propósito
This is ISIFARMER’s public grievance procedure. It explains how any person or organization 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, under Purpose and Stakeholder Governance, to keep the people with the least power to influence our decisions able 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 the United Nations Guiding Principles on Business and Human Rights (UNGP 31), set out in Section 9.
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
- Workers and the core team, including interns, contractors, volunteers, and collaborators who contirbute without a formal employment contract.
- Urban farmers across every hub, including participants referred through our ISI-Impact programs.
- Customers and commercial partners, including HORECA restaurants and distributors
- Communities where we operate.
- Suppliers, technology partners, and advisers.
- Local communities and any other individual or organization 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 be based on our policies, a contract, a commitment we have made, or a general sense of fairness.
At ISIFARMER, we commit to:
- Unfair, discriminatory, or exclusionary treatment, and any concern related to justice, equity, diversity, or inclusion.
- Breach of contract terms or of 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 behavior that causes harm or creates an unsafe environment.
You do not need to be certain your concern counts as a “grievance” to raise it. If you are unsure, raise it anyway, and we will make sure it reaches the right place.
How to Raise a Grievance
ISIFARMER provides several accessible channels, so that no one has to raise a concern with the person the concern is about.
A grievance can be submitted:
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 can be contacted.
Assignment: The Chief Impact Officer confirms the concern is one this procedure can address and decides who will handle it. Where a concern is about a particular person, it is handled by someone not involved. If a concern cannot be taken forward under this procedure, we explain why, point the person to a more appropriate channel where one exists, and still record it 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 on 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 it, and what will happen next. Where a case is complex and needs longer, we explain why and give a revised timeline.
Remedy and Corrective Action: Where ISIFARMER has caused or contributed to harm, we provide remedy that is proportionate to the harm. This may include an apology, correcting or compensating for the harm, and a commitment that it will not happen again. Separately, we address the root cause — reviewing and changing the policy, practice, or behavior involved so the same issue does not recur for others. These steps apply to every grievance, whatever 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 they are not satisfied, they can ask the Sole Administrator to review the outcome.
Protection from Retaliation
No one who raises a concern in good faith will face any negative consequence — even if the concern turns out to be mistaken or is not justified.
This protection covers everyone who raises, supports, or provides information about a concern, including anyone who does so on another person’s behalf.
Retaliation means any adverse treatment linked to raising a concern — e.g. dismissal, exclusion, worse terms, loss of a training place or of access to a farm or the platform, withdrawal of support, intimidation, or damage to someone’s reputation.
We keep the identity of anyone who raises a concern confidential as far as possible, and anonymous grievances are equally valid and handled with the same care.
Retaliation of any kind is a serious breach of this procedure. It can itself be raised as a grievance and is investigated and acted on 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, capturing the date received, whether it was raised anonymously, the category and subject matter, the action taken, the outcome and any remedy provided, and the date closed.
Confidentiality and Data Protection-
Access to the log is limited to those who need it to handle or oversee grievances, and personal information is held securely and in line with data-protection law.
Named Owner and Accountability-
The Chief Impact Officer owns the log and follows each grievance through to closure; ultimate accountability rests with the Sole Administrator as Highest Governing Body.
A grievance is not closed until the person who raised it has been told 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 and whether it should be improved.
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 feed ISIFARMER’s human-rights and environmental due diligence as well as improvements to our policies and practices so that concerns help prevent future harm.
Roles and Responsibilities
Highest Governing Body
Sole Administrator
Holds ultimate accountability for this procedure and for the fair handling of grievances, reviews the anonymized grievance summary at least once ecery 12 months, and decides escalations.
Chief Impact Officer
CIO
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.
If a grievance concerns the Chief Impact Officer, it is handled by the Sole Administrator. If it concerns the Sole Administrator, it may be raised anonymously and is handled by the CIO together with the COO, who will seek external advice where needed to ensure it is dealt with fairly.
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 — the international benchmark on which B Lab’s grievance requirements are built.
As a Micro company, ISIFARMER applies these criteria proportionately to its size and context:
- Legitimate — a channel stakeholders can trust, with ISIFARMER accountable for handling every grievance fairly.
- Accessible — known to all stakeholder groups and available through several 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, can be supported by someone they trust, and can ask us for the information they need to engage on fair terms.
- Transparent — the person is kept informed of progress and outcome, the procedure itself is public, and stakeholders can see the mechanism works through the annual summary reports on grievances.
- Rights-compatible — outcomes accord with internationally recognized human rights and with iSIFARMER’s JEDI commitments.
- A source of continuous learning — findings feed 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.
Governance, Review, and Approval
ISIFARMER, S.L. is governed under a Sole Administrator structure, with Marcos Rolando Enriquez acting as Sole Administrator and as the Company’s Highest Governing Body, who holds ultimate accountability for this procedure.
It is published at isifarmer.net and reviewed at least once every year, or sooner if stakeholder feedback or the Company’s growth requires it.
Approved by:
Marcos Rolando Enriquez
Sole Administrator and Highest Governing Body
iSIFARMER, S.L.
