​1. Purpose

OneWorld Sustainability Consult is committed to providing a fair and transparent process for employees, clients, and stakeholders to raise concerns or grievances. This procedure outlines the steps to be taken when raising a grievance.
- Ensure that grievances are documented, tracked, and resolved in alignment with national and international ESG standards.

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2. Scope

This procedure applies to all employees, clients, and stakeholders who have a grievance related to our operations, services, or interactions.
- This also includes grievances raised by community members affected by our consulting activities, particularly in sensitive environmental or social contexts.

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3. Principles

• Fairness: We will handle grievances in a fair, impartial, and timely manner.

• Confidentiality: We will maintain confidentiality to the extent possible while ensuring that grievances are properly investigated and addressed.

• Transparency: We will provide clear information about the grievance procedure and ensure that all parties are informed about the progress and outcome of their grievance.
  - Accessibility: ensure that grievance channels are accessible to all stakeholders, including vulnerable groups.
  - Non-retaliation: No individual shall face retaliation for raising a grievance in good faith.
   

4. Procedure

• Informal resolution: Attempt to resolve the issue informally, if possible, by discussing it with the relevant person or team.

• Formal grievance: If the issue cannot be resolved informally, submit a formal grievance in writing to the designated person or department.

• Investigation: Conduct a thorough investigation of the grievance, gathering relevant information and evidence.

• Resolution: Provide a resolution to the grievance, which may include disciplinary action, changes to policies or procedures, or other corrective measures.

• Follow-up: Follow up with the individual who raised the grievance to ensure that the issue has been resolved to their satisfaction.
  - Log and track all grievances in a central database for monitoring and reporting purposes.
  - Categorize grievances (e.g., HR-related, client-related, community-related, environmental/social impact) to enable effective analysis and action.
  - Escalate unresolved grievances to an independent panel if necessary, especially those with potential legal or reputational impact.
   

5. Responsibilities

• Employee: Raise grievances in a timely and respectful manner.

• Management: Ensure that grievances are handled fairly, impartially, and in a timely manner.

• Human Resources: Provide guidance and support on the grievance procedure.
  - Sustainability officer: Monitor ESG-related grievances and ensure appropriate actions are taken in alignment with environmental and social standards.
  - Grievance committee: Where appropriate, establish a multidisciplinary committee to review and resolve complex grievances.
   

6. ESG Considerations

• Social responsibility: We recognize the importance of addressing grievances in a fair and transparent manner, promoting a positive work environment and stakeholder relationships.

• Stakeholder expectations: We consider the expectations of our stakeholders, including clients, investors, and civil society, in our approach to handling grievances.
  - Community engagement: integrate community grievance redress mechanisms, especially for consulting projects that affect local populations.
  - Alignment: ensure alignment with Ghana EPA community engagement protocols, AngloGold Ashanti grievance framework, and IFC Performance Standard
   

7. Monitoring and Reporting

- Analyse grievance trends regularly to identify systemic issues and inform policy or operational changes.
- Report on grievance handling performance in our annual sustainability or ESG report.
- Review and update the grievance procedure annually or when major operational or regulatory changes occur.