Step 1 – Acknowledgement

Your grievance will be acknowledged within 5 working days.

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:​

• Review of documentation

• Consultation with relevant stakeholders

• Site visits

• 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:
 

• Reviewing escalated grievances

• Conducting independent assessments where required

• Recommending corrective actions

• Monitoring implementation

• Maintaining the ESMS Grievance Register

• Identifying recurring issues and opportunities for improvement

• 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.