Grievance mechanisms

These mechanisms must serve both employees and other Stakeholders (customers, business relationships, suppliers, communities, etc.) and should offer solutions to the affected parties, preventing risks for your company (complaints, damage to the company image, etc.).

    The general steps of a claims process are the following:

  1. Receipt of the claim.
  2. Initial response to the affected party.
  3. Investigation to ascertain that the claim is legitimate.
  4. Attempt to reach an agreement between the parties and find a solution to the claim.
  5. Publication of the results of the entire process.
  6. Finally, integration of the lessons learned into the company's management system, thus strengthening the due diligence process for human rights.

Iberdrola has grievance mechanisms available for all its Stakeholders. These mechanisms include the ethical mailboxes of professionals and suppliers that are configured as tools to communicate behaviour that is contrary to established values and principles and are accessible both on internal portals, and on the websites of the different Group companies.

The 12 values
inspire and guide
the group’s strategy and all
its actions

The situations communicated through these ethical mailboxes are analysed in detail from the compliance Unit and departments, in order to identify possible irregularities and make suggestions for improvement in the control, prevention and mitigation systems, to try to prevent the negative situations detected from being repeated in the future. Likewise, any other type of complaint or claim received through other channels opened on the corporate websites for the rest of Stakeholders is also processed.

  • Grievance mechanisms
  • Iberdrola’s grievance mechanisms
of interest