At the Caribbean Export Development Agency, we are committed to transparency, accountability, and ethical conduct in all our programmes and operations.

Our Grievance Redress Mechanism (GRM) offers all stakeholders — including partners, contractors, beneficiaries, and the general public — a formal channel to raise legitimate concerns or complaints related to projects that are directly or indirectly implemented by Caribbean Export.

This mechanism ensures that all grievances are treated fairly, confidentially, and efficiently, in keeping with our values and institutional policies.

What You Can Report

You may use the GRM to report:

• Non-compliance with environmental or social safeguard standards;
• Conflicts of interest, unethical behaviour, or misconduct by Caribbean Export staff, consultants, or contractors;
• Breaches of institutional policies or procedures;
• Illegal activities such as fraud, corruption, or financial mismanagement.

All complaints are handled in accordance with the Grievance Redress Mechanism and Investigation & Compliance Committee (ICC) Policy (effective October 2023)

How to Submit a Complaint

You may lodge a grievance through any of the following channels:

• Email: [email protected]
• Phone: +1 (246) 436-0578 | +1 (809) 531-6565
• In Person:
  • Caribbean Export Headquarters
    Baobab Tower, Warrens, St. Michael, Barbados
  • Sub-regional Office
    Av. Pedro Henríquez Ureña No. 138, Torre Empresarial Reyna II, Piso 5, Santo Domingo, Dominican Republic
• Online Form

You may remain anonymous; however, providing contact details allows us to update you on the progress of your complaint.

The Review Process

1. Acknowledgement:
   Complaints are registered in the Grievance Log, and a written acknowledgment is sent within five (5) calendar days of receipt.
2. Eligibility Assessment:
   The investigating officer determines if the grievance relates to a project currently active or closed within one year of the complaint being filed.
3. Review and Resolution:
   • Problem Solving: Caribbean Export prioritises resolving issues collaboratively. A meeting (virtual or in-person) is arranged within 60 days to clarify the issue and agree on a mutually satisfactory solution.
   • Compliance Review: If resolution is not possible, the case is referred for a formal compliance investigation to determine whether there has been a breach of policy or law. The Executive Director is informed in writing within seven (7) days, and a formal response is provided within 28 days, including proposed remedial actions.
4. Report and Oversight:
   • A draft report, with findings and recommendations, is prepared within 28 days of receiving the Executive Director’s response.
   • Stakeholders may comment within 21 days, and the final report is submitted to the Chairperson of the Board of Directors for consideration by the Executive Committee or Full Board as appropriate.
5. Monitoring:
   • The investigating officer tracks the implementation of agreed solutions or corrective measures and updates the case record until resolution.

How does it work?
The whole process for addressing complaints and grievances is illustrated through the following flowchart:

Confidentiality and Independence

Confidentiality is a guiding principle of the GRM. Caribbean Export ensures that all complaints are treated without prejudice and that retaliation is strictly prohibited.

The Investigation and Compliance Committee (ICC) operates independently to uphold fairness and objectivity in reviewing complaints.

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Contact

Caribbean Export Development Agency
Baobab Tower, Warrens, St. Michael, Barbados
📧 [email protected]
📞 +1 (246) 436-0578 | +1 (809) 531-6565