Status of Complaints

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



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.



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
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
Bambang Dwilaksono
First Resources
Frazer Lanier
Marieke Leegwater
Henry Barlow
(Affiliate Member)
Nina Roth
Matthias Diemer
WWF Switzerland
Melizel Asuncion
Michelle Desilets
Orangutan Land Trust
John Payne
Borneo Rhino Alliance
Tom Mclaughlin




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.

Minutes of the Complaints Panel meeting No.1/2015

Minutes of the Complaints Panel meeting No.2/2015

Minutes of the Complaints Panel meeting No.3/2015

Minutes of the Complaints Panel meeting No.4/2015

Minutes of the Complaints Panel meeting No.5/2015

Minutes of the Complaints Panel meeting No.6/2015

Minutes of the Complaints Panel meeting No.7/2015

Minutes of the Complaints Panel meeting No.8/2015

Minutes of the Complaints Panel meeting No.9/2015

Minutes of the Complaints Panel meeting No.10/2015

Minutes of the Complaints Panel meeting No.11/2015

Minutes of the Complaints Panel meeting No.12/2015

Minutes of the Complaints Panel meeting No.1/2016

Minutes of the Complaints Panel meeting No. 2/2016

Minutes of the Complaints Panel meeting No. 3/2016



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.