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
Who can use the Complaints System
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.
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
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:
Orangutan Land Trust
Borneo Rhino Alliance
Borneo Child Aid
Meetings and Decision Making
The Complaints Panel meets once a month via teleconference organized at the RSPO Secretariat office in Kuala Lumpur unless advised otherwise by the Secretariat. The public version of the minutes of the monthly meetings is as below.
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