COMPLAINTS

 

The Complaints System is a fair, transparent and impartial process to duly handle and address complaints against RSPO members or the RSPO system itself. It is not intended as a replacement for legal requirements and mechanisms in force.

To submit a complaint, please download the Complaints form (PDF or Word), fill it in and submit it to the email address provided in the form. Please make sure you read the information below before doing so.
 

 

What the Complaints System does

  • Provides a framework for RSPO to address complaints against any RSPO member or the RSPO system itself.
  • Ensures that any alleged breaches of specified RSPO Statutes, By-laws, motions approved by the General Assembly, or any other approved articles, including the Principles & Criteria for Sustainable Palm Oil Production, Certification System and RSPO Code of Conduct are fairly, impartially and transparently resolved.
  • Protects RSPO’s integrity.
 

Who can use the Complaints System

  • RSPO members
  • Non-members including affected communities (and their nominated representative), workers (and their nominated representative), other interested parties etc.

RSPO wants to ensure that aggrieved parties have reasonable access to sources of information, advice and expertise necessary to engage in a complaints process on fair, informed and respectful terms. Those who may face particular barriers to the Complaints System can be provided assistance through the RSPO Dispute Settlement Facility.

 

Confidentiality

Transparency should be the rule, confidentiality the exception. Some information can be kept confidential if the complainant is fearful of any repercussions of making a complaint. Information should be presented in a neutral way, preventing judgement or favouring any of the parties.

 

How the Complaint System works

RSPO Complaints Flowchart‚Äč
View a visual summary of how the complaints system works (PDF)

Announcements will be made within 5 working days of their results being issued by their respective Complaints System component or by the RSPO Board of Governors. Specifically, the RSPO Secretariat shall issue public notifications about the following types of developments:

  • Calls for information pursuant to a specific case (or cases)
  • Progress on cases being mediated through the RSPO Dispute Settlement Facility (DSF), in line with the DSF Protocol
  • Authorized decisions of the Complaints Panel, Board of Governors, or the Secretariat itself
  • Changes in the status of an RSPO member
  • Changes in the status of a certification body
  • Appeals of decisions made by Complaints System component bodies
  • Related actions or consideration needed by the membership in response to any of the above.
  

Complaints Panel

Sabarinah Marzuky
Sime Darby
(Palm Oil Growers)
Bambang Dwilaksono
First Resources
(Palm Oil Growers)
Olivier Tichit
Sipef
(Palm Oil Growers)
Ian Hay
HSBC
(Supply Chain)
Geraldine Lim
Rabobank
(Supply Chain)
Nina Roth
UBS AG
(Supply Chain)
Johan Verburg
Oxfam
(Supply Chain)
Melizel Asuncion
Verite
(Supply Chain)
Adam Harrison
WWF
(Environmental NGO)
Michelle Desilets
Orangutan Land Trust
(Environmental NGO)
Henry Barlow
(Affiliate Member)
       

Recourse

If a complainant remains dissatisfied with the address of their complaint, they have the right to escalate their case to the Complaints Panel, or to the Board of Governors if the Complaints Panel has already heard the case.

The Board of Governors decides whether or not to consider the case, and if agreeing to hear it, shall do so at its next scheduled meeting. In all cases brought to the Board of Governors, the Board of Governors shall provide a written statement as to their decision and the rationale behind it. The Board of Governors may commission additional investigation and expertise at its discretion, but its decision is final.

Status of Complaints

You can view the status of complaints and access the case tracker function here

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