Interpretative Guidance: Developing and Operating Fair and Accessible Company Grievance Mechanisms that Offer Effective Remedies
Languages available: Chinese, English, French, Spanish
As the governance and oversight mechanism for the International Code of Conduct for Private Security Service Providers (the Code), the International Code of Conduct Association (ICoCA) oversees its implementation, promotes the responsible provision of security services, and raises industry standards.
As Members of the Association, Companies commit to establishing grievance mechanisms which address complaints that:
1. Are filed by third parties or personnel.
2. Allege failure by the Company to respect the principles contained in the Code, or allege improper or illegal conduct including acts or omissions that would violate principles contained in the Code.
The Code requires Company grievance mechanisms (CGM) to be fair and accessible and to offer effective remedies. This guidance aims to assist Member companies of ICoCA to establish and operate a company grievance mechanism. It aims to guide Member Companies as they implement and seek to comply with the Code’s requirements. To that end, it indicates clearly and objectively what the Association may look at when it assesses whether a Company’s CGM complies with the Code and is fit to receive and process complaints. The Guidance is a ‘living document’. The Association expects to revise it in the future, in the light of operational challenges and Member Companies’ experience, developments in the industry and lessons learned from the Association’s own review and handling of complaints it receives. To that end, the Association welcomes feedback from Companies that implement company grievance mechanisms (CGM) and use this Guidance.
This document should be used with the “Manual: Developing and operating fair and accessible company grievance mechanisms that offer effective remedies”, which provides clarification on how to use the guidance.