We are committed to conducting our projects with integrity and respect for all people involved. If you have experienced or witnessed harm, misconduct, or unfair treatment in connection with one of our projects or irregularities in the use of project resources, we want to hear from you – directly and confidentially.

How to reach us 

You can submit a grievance through any of the following channels. All are monitored directly by our headquarters by a dedicated Grievance Focal Point – independently of our local project partner.

Whatsapp: +49 30 120 848 099

Phone: +49 30 120 84 80 99

E-Mail: complaints@atmosfair.de

If you prefer to communicate in a language other than English, please indicate this at the beginning of your message and we will do our best to accommodate you.

 

 

What is a grievance mechanism? 

A grievance mechanism is a formal, safe, and accessible channel through which individuals can raise concerns or complaints about a project or organisation. It provides a structured process to ensure that concerns are heard, taken seriously, and addressed in a timely and fair manner.

Our mechanism allows you to contact our headquarters directly — without going through your local project partner. This is intentional, as we believe that every person affected by our work must have a trustworthy, independent avenue to raise concerns.

Who can submit a grievance? 

This mechanism is specifically designed for people who are directly connected to one of our projects. Please review the criteria below before submitting.

Eligible to submit:

  • Project participants or beneficiaries
  • Community members directly affected
  • Local partners or implementing organisations
  • Project staff or contractors
  • Anyone with direct knowledge of a project-specific issue

Out of scope:

  • General criticism of our strategic direction or funding priorities
  • Concerns unrelated to a specific project
  • Policy or advocacy feedback

For general feedback

If you would like to share general feedback or opinions about the nature or direction of our work, we kindly ask you not to use this channel. Instead, please visit our main website to find the appropriate contact for strategic or policy-related enquiries.

 

How does it work?

Once you contact us, your grievance is handled according to the following steps.

  1. Acknowledgement
    We will acknowledge receipt of your grievance within five working days and confirm that your complaint has been logged in our system.
  2. Assessment
    A designated focal point at our headquarters will review the nature of your complaint and determine the appropriate response pathway, independent of the project partner involved.
  3. Investigation
    Where necessary, we will conduct a fact-finding process. You may be contacted for additional information.
  4. Response & Resolution
    We will communicate our findings and any actions taken to you. Where appropriate, remedial action, mediation, or escalation will be initiated.
  5. Follow-up
    We will follow up with you to ensure that the response was satisfactory and that no further harm has occurred.

What you can expect from us

We take every complaint seriously. Submitting a grievance will not result in any negative consequences for you.

  • Confidentiality
    Your identity will be kept strictly confidential unless you explicitly consent to disclosure.
  • Non-retaliation
    You are protected against any form of retaliation for submitting a grievance in good faith.
  • Independence
    Your complaint is handled independently of the local project partner, ensuring impartiality.
  • Timely updates
    You will receive regular updates throughout the process, so you are never left without information.

Our approach to effectiveness

Our grievance mechanism is designed in line with the eight effectiveness criteria established by the UN Guiding Principles on Business and Human Rights. We strive to uphold these standards across all our projects.

  1. Legitimate: Managed with integrity, free from interference, and trusted by those it serves.
  2. Accessible: Known to all those it serves, with support for those facing barriers to access.
  3. Predictable: A clear and known procedure with indicative timeframes and transparent
    outcomes.
  4. Equitable: Ensuring all parties have fair access to information and support throughout
    the process.
  5. Transparent: Keeping complainants informed and reporting publicly on the
    mechanism’s performance.
  6. Rights-compatible: Outcomes and remedies consistent with internationally recognised human rights standards.
  7. A source of learning: Drawing on insights from complaints to improve our projects and prevent
    future harm.
  8. Engagement-based: Built on dialogue with affected stakeholders to ensure the mechanism remains
    responsive and trusted.

A mechanism that people are unaware of cannot serve its purpose. We are therefore committed to proactively informing all project participants, community members, and other stakeholders about the existence and functioning of this mechanism at the outset of every project – and throughout its duration.

 

 

 

 

This grievance mechanism is reviewed annually. Last updated: May 2026. If you have questions about this process itself, you may also reach us through the contact channels listed at the top of this page.