The Challenge :

With expanding operations and a rising number of complaints, limited internal capacities often result in grievances being handled in an unplanned way. This leads to delays, unresolved cases, and inconsistent outcomes. The absence of clear ownership, defined escalation processes, and accessible complaint channels made it especially difficult for vulnerable workers to raise concerns. Poor tracking and lack of transparency further weakened worker trust in the system and posed reputational risks for suppliers, supply chains, and brands.

Our Offer :

iMentor designed a people-centric, OECD-aligned Grievance Redressal Mechanism (GRM) that views grievances not just as complaints, but as indicators of risk, impact, and opportunities for improvement. Using a structured three-phase approach focused on fairness, accessibility, predictability, and accountability, iMentor supported brands and suppliers in assessing existing grievance systems, identifying gaps, and strengthening design and capacities.

This approach enabled a shift from reactive complaint handling to a responsible, human-centered grievance system. As a result, resolution timelines improved, accountability was strengthened, and workers felt more confident raising concerns without fear of retaliation.

Case in Point :

A global brand sourcing from India received repeated complaints regarding ineffective redressal of grievances raised by female workers at one of its key suppliers. The brand engaged iMentor to assess the supplier’s existing GRM.

iMentor conducted a comprehensive assessment using tools for policy and procedure review, management interviews, onsite and offsite worker interviews, and hands-on testing of grievance channels. Based on the findings, iMentor supported the brand and supplier in establishing a more effective grievance mechanism with confidential and impartial channels.

Clear, actionable recommendations were provided across different severity levels immediate, mid-term, and long-term. The brand was able to guide, monitor, and ultimately strengthen the grievance redressal system at the supplier level.