ILGA World takes the position that, where possible, without re-traumatising complainants, all complainants should try and resolve the issues in their complaint directly with the individual accused of the behaviour, with the assistance of any support person/s they feel comfortable with. When this has been attempted, or if the attempt will result in a re-traumatisation and or triggering of fear and anxiety to the complainant, a complaint may be filed. ILGA World will follow the procedures set out in its Complaints Procedure, which includes steps for receiving, acknowledging, investigating, resolving & confirming, responding to the complainant, and following up.

The process starts by writing the complaint to complaints @ilga.org (English) and quejas @ilga.org (Spanish). Complaints to this email account are received by the Chairperson of the Dispute Resolution Committee and Executive Director of ILGA World. 

It is the responsibility of the complainant to: 

• bring their complaint, in writing, to ILGA World’s attention within seven weeks of the issue arising; 
• explain the problem as clearly and as fully as possible, including any action taken to date; 
• substantiate their complaint and provide reasonable evidence that the complaint is justified; 
• recognise that some circumstances may be beyond ILGA World’s control. 

Complaints received by the Dispute Resolution Committee will be forwarded to the relevant region to investigate, except if they pertain to the Executive Director and ILGA World Board members elected at the ILGA World General Assembly or matters related directly to ILGA World. On completion of the regional investigations, a report with recommendations will be sent to the Dispute Resolution Committee for consideration and/or confirmation.  

All complaints not forwarded to the relevant region will be dealt with by the Dispute Resolution Committee directly.  Complaints are dealt with confidentially.  

The Executive Board of ILGA World appoints the Dispute Resolution Committee to oversee complaints that have exhausted all region dispute mechanism options. The Dispute Resolution Committee has delegated authority from the ILGA World Board regarding the functions and powers set out in its Terms of Reference. The Dispute Resolution Committee receives complaints against any member organisation or person acting on ILGA World's behalf. 

The complaints that the Committee takes up need to be substantiated by reasonable evidence. Moreover, they need to have either a global dimension or relevance for ILGA World as an entity or constitute a risk for ILGA World if left unattended.  

A clear dispute resolution mechanism regulates the Dispute Resolution Committee. Where complaints of a criminal allegation may arise, the Dispute Resolution Committee will defer these matters for legal guidance and seek state remedies or restorative justice mechanisms, as needed and applicable to the nature of the complaint.