Purpose

IBISA is committed to conducting its operations with integrity, transparency, and respect for all stakeholders. This policy provides a channel for external parties such as clients, partners, vendors, or end beneficiaries (e.g. policy holders, smallholder farmers), community members affected by our programmes (‘Complainant’) to raise genuine concerns or grievances related to IBISA’s conduct or services.

Scope

This policy applies to grievances related to:

• Misconduct by IBISA personnel in a professional context
• Ethical concerns or alleged breach of obligations
• Quality or delivery of IBISA’s services
• Any matter causing operational harm or potential harm to stakeholders affected by our programmes.

How to Raise a Grievance

Complainant may raise grievances with IBISA (primary channel) by emailing compliance@ibisa.network

The grievance should include:

• Contact details of the Complainant*
• Date of the incident
• Description of the issue
• Details of the Parties involved
• Any relevant documentation or evidence

Grievances will be deemed non-eligible if the complaint is submitted 2 years after the occurrence of the event giving rise to the complaint.

• Anonymous grievances may be considered if sufficient detail is provided, but they may limit the ability to investigate effectively. Where anonymity is requested, IBISA will take steps to protect your identity and may communicate on your behalf with partners as needed.

Escalation Channels

In addition to IBISA’s primary channel above, Complainant may raise or escalate complaints to our investor’s mechanisms (‘Investor’s Channel’). Using Investor’s Channel will not affect your eligibility for services or claims.