Your concerns matter.
When issues arise, we commit ourselves to understanding the root cause and working diligently towards resolutions. Each grievance provides us with the opportunity to improve our Standard and operations.
To file complaints, alerts, or any grievances related to non-conformities, contact us at grievance@ers.org.
All claims must be supported by evidence and include the date and time of their occurrence, a detailed description, and their consequences (if any).
The grievance mechanism is solely dedicated to receiving claims and must acknowledge reception of the grievance within 48h.
The identity of the complainant submitter cannot, under any circumstances, be disclosed publicly or to any other party external to ERS grievance resolution team unless explicitly authorised by the complainant.
PROJECT SPECIFIC GRIEVANCES
When a claim against a project is received, all funding transfers to the Project will be immediately stopped, and ERS will contact the involved parties and start a thorough investigation of all claims.
- If requested, all parties (Project Developer, Stakeholders, and complainant) will disclose to ERS all documents supporting the conflict’s resolution.
After a claim is submitted, ERS has 60 days to provide an official decision with an official report on the claim detailing:
- Name of investigator(s)
- Claim ID and content
- Evidence used in final decision
- Written decision with matter of justification
If the claim is confirmed to be accurate, ERS will proceed with the appropriate measures at its sole discretion. A Project Developer has 30 days to appeal the decision made by ERS via an official email to ERS at grievance@ers.org.
When applicable, financing will resume once the matter is resolved.
PROGRAM SPECIFIC GRIEVANCES
Stakeholders are strongly encouraged to submit a claim through the grievance mechanism if they disagree with a decision made during the Project certification process, or if they believe ERS or its agents have:
- Not complied with ERS requirements, Code of Conduct or local legislation.
- Encouraged any type of wrongdoing as determined in the Code of Conduct.
After a claim is submitted, ERS has 60 days to provide an official decision with an official report on the claim detailing:
- Name of investigator(s)
- Claim ID and content
- Evidence used in final decision
- Written decision with matter of justification