Complaints procedure

ILGA World has a complaints procedure that supplements the organisation’s code of conduct, Constitution, and other policies.

It sets out the policies and procedures that guide how ILGA World receives, investigates, and handles complaints against the organisation itself, its member organisations, Board members, and staff.

ILGA World takes the position that, where possible and without re-traumatising complainants, complainants should try to 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 emailing the complaint to complaints (a) ilga (dot) org in English and quejas (a) ilga (dot) org in Spanish. The chairperson of the Dispute Resolution Committee and the Executive Director of ILGA World receive complaints sent to this email account.

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.

The Dispute Resolution Committee will forward complaints to the relevant region for investigation, except those concerning the Executive Director, ILGA World Board members elected at the ILGA World General Assembly, or matters directly related to ILGA World. After completing the regional investigations, the Dispute Resolution Committee will receive a report with recommendations for consideration and/or confirmation.

The Dispute Resolution Committee will deal directly with all complaints not forwarded to the relevant region.  Complaints are dealt with confidentially.

The Dispute Resolution Committee

The ILGA World Executive Board appoints the Dispute Resolution Committee to oversee complaints that have exhausted all regional dispute-resolution 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. It 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 involve criminal allegations, the Dispute Resolution Committee will defer to legal guidance and seek state remedies or restorative justice mechanisms, as needed and applicable to the nature of the complaint.