ENVIRONMENTAL & SOCIAL MANAGEMENT SYSTEM (ESMS) AND GREEN TAXONOMY GRIEVANCE REDRESS MECHANISM
Protecting People • Protecting the Environment • Promoting Responsible Green Finance
Maldives Finance and Leasing Company Pvt Ltd (MFLC) is committed to conducting its operations and financing activities responsibly, transparently, and in accordance with applicable environmental, social, and governance standards.
MFLC's Environmental & Social Management System (ESMS) and Green Taxonomy Grievance Redress Mechanism (GRM) provides an accessible, fair, transparent, and confidential process through which stakeholders may raise concerns relating to MFLC-financed activities, environmental and social impacts, or Green Taxonomy compliance.
MFLC is committed to ensuring that all grievances are managed in a manner that is:
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Accessible
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Fair and impartial
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Transparent
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Timely
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Confidential
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Free from retaliation
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Respectful of the rights of all stakeholders, including vulnerable and project-affected communities
Who Can Submit a Grievance?
The Grievance Redress Mechanism is available to any individual or organisation that is affected by, or has concerns regarding, an MFLC-financed activity or MFLC's environmental and social practices. This includes
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Clients and borrowers
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Project-affected communities
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Employees
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Contractors and suppliers
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Consultants
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Government agencies
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Civil society organisations
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Members of the public
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Any other interested stakeholder
MFLC is committed to ensuring that the mechanism is accessible to vulnerable, disadvantaged, and project-affected persons.
What Can Be Reported?
At MFLC, we value our customers and believe in building long-term relationships. Our team is highly skilled and experienced, and we use proven processes to ensure every job is done meticulously and according to the highest standards.
Environmental
Pollution
Waste management
Biodiversity
Protected areas
Climate impacts
Resource efficiency
Social
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Community impacts
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Labour rights
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Human rights
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Gender equality
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Impacts on vulnerable groups
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Land or livelihood concerns
Health & Safety
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Occupational health and safety
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Public health and safety
Green Taxonomy
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Eligibility of financed activities
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Green Taxonomy classification
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Greenwashing concerns
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Environmental integrity of green finance projects
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Non-compliance with Green Taxonomy requirements
Other ESMS Matters
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Non-compliance with MFLC's ESMS
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Environmental and Social Action Plans (ESAPs)
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Climate finance commitments
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Environmental or social incidents
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Any adverse impact associated with MFLC-financed activities
Grievance Process
Step 1 – Acknowledgement
Your grievance will be acknowledged upon receipt and assigned a unique reference number.
Step 2 – Registration
The grievance is recorded in MFLC's ESMS Grievance Register.
Step 3 – Assessment
MFLC assesses the nature, severity, environmental and social risk, and determines the appropriate course of action.
Step 4 – Investigation
The grievance is investigated, which may include:
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Review of documentation
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Consultation with relevant stakeholders
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Site visits
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Independent technical advice where required
Step 5 – Decision and
Corrective Action
MFLC determines appropriate corrective actions, assigns responsibilities, and communicates the proposed resolution.
Step 6 – Monitoring
Corrective actions are monitored until implementation has been completed and verified.
Step 7 – Closure
The grievance is closed once an appropriate resolution has been achieved and documented.
If the complainant remains dissatisfied, the matter may be escalated through MFLC's Grievance Redress Mechanism or referred to the appropriate regulatory authority or other available legal or administrative remedies.
Confidentiality and Protection
MFLC treats all grievances with strict confidentiality.
Information will only be shared with individuals directly involved in investigating and resolving the grievance or where disclosure is required by law. Anonymous complaints are accepted and complainants' identities will be protected to the greatest extent possible.
MFLC prohibits retaliation against any individual who submits a grievance or participates in an investigation in good faith. No person shall be subject to intimidation, discrimination, harassment, or any other adverse treatment for raising a genuine concern.
Sexual Exploitation, Abuse
and Sexual Harassment (SEA/SH)
MFLC adopts a survivor-centred approach for grievances relating to Sexual Exploitation, Abuse and Sexual Harassment (SEA/SH). Such grievances are handled with enhanced confidentiality, sensitivity, urgency, and respect for the safety and wellbeing of affected individuals.
Governance
Oversight of the Grievance Redress Mechanism is provided through MFLC's governance framework.
Complex, high-risk, or unresolved grievances are independently reviewed by the ESMS and Green Taxonomy Grievance Committee, a multidisciplinary committee responsible for:
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Reviewing escalated grievances
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Conducting independent assessments where required
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Recommending corrective actions
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Monitoring implementation
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Maintaining the ESMS Grievance Register
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Identifying recurring issues and opportunities for improvement
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Reporting significant matters to Management and the Board
MFLC may engage affected stakeholders, subject matter experts, or independent specialists during investigations where appropriate to ensure impartial and effective resolution.
How to submit a grievance
Stakeholders may submit grievances through any of the following channels: