ICLEI – Local Governments for Sustainability is a global network working with more than 2,500 local and regional governments committed to sustainable urban development.


ICLEI World Secretariat
Kaiser-Friedrich-Str. 7
53113 Bonn

ICLEI – Local Governments for Sustainability is a global network working with more than 2,500 local and regional governments committed to sustainable urban development.

ICLEI Regional Secretariats and country offices

ICLEI Complaint Mechanism (ICM)


The ICLEI Complaint Mechanism (ICM) is the system for receiving and responding to feedback – be they grievances or positive suggestions – related to ICLEI activities and projects. The mechanism includes how to ascertain if a complaint is eligible, the procedure to be followed, and the resolution process. This mechanism is important to ensure that activities are accepting and responsive to stakeholders – particularly project affected people and vulnerable groups – and can effectively address issues that require attention.

How to file a complaint?

Any person or group of persons, or a community that has been or may be affected negatively by an ICLEI project may file a complaint. As well as individuals wishing to submit recommendations or report issues of integrity, corruption, misuse of funds, fraud etc. All complaints will be handled without prejudice.

If persons fear or have experienced reprisals in relation to a complaint, they can also use this channel, using a representative to file and pursue the complaint on their behalf.

Feedback can be submitted primarily through the online form available below in any of the available languages. Alternatively a PDF version and a Word version of the form are available and can be submitted via:

  • email: Safe.activities@iclei.org
  • landmail: ICLEI – Local Governments for Sustainability – Kaiser-Friedrich Strasse 7, 53113 Bonn, Germany

Note: If your language is not available, please submit the complaint as possible and ICLEI will have the complaint translated.

The ICLEI ICM will provide confidentiality upon receiving a complaint if requested to do so. Where disclosure may be required to address the complaint, the plaintiff will decide what can be disclosed.

Submit feedback online
  • 1. Social harm
    2. Environmental harm
    3. Misuse of funding
    4. Reprisal, whistleblower, retaliation
    5. Mismanagement of staff or procedures

  • - Rejection of funding
    - Activities executed by implementing partners not related to ICLEI projects (however we can forward to the appropriate partner ICM if applicable)

  • 1. Formal feedback is submitted and ICM acknowledges receipt within 5 working days. If additional information is required, clarification will be requested.
    2. Feedback is processed, assessing if the complaint is eligible within the ICM scope (see above) and categorized to be reviewed by the relevant independent panel within 30 working days.
    3. Problem-solving procedure and/or mediation takes place, with an in-depth appraisal of the issues and impact. A resolution is proposed or compliance review performed, during the following 20 working days, depending on the complexity of the issue, and is communicated to the affected party.

  • All activity/project-affected persons can complain. To protect complainants and whistleblowers, anonymity can be guaranteed.

    The complaints mechanism is based at ICLEI – Local Governments for Sustainability, who partners with over 200 different implementing organizations to provide improvements and positive tangible impact in urban areas, to our 2500+ local and regional governments worldwide.

    ICLEI jointly runs an average of 250 activities globally every year and although we strive to hold ourselves to the highest ethical and technical standards, through our expert staff, policy guidelines and conduct safeguards, we welcome feedback and suggestions to flag shortcomings and improve our practices.

    The ICM contributes to:
    - monitor and improve the environmental and social outcomes of projects,
    - avoid unintended negative impacts of projects that go unnoticed by ICLEI,
    - support the appropriate use of public funds, and
    - comply with international good practice

    For the best outcomes, the more detailed the relevant information submitted, the better, e.g. copies of documents, corroborating witnesses, media reports, photos/video recordings, dates, attempts to contact project officials locally or use project-based complaint mechanisms.

ICLEI World Secretariat
European Secretariat
Leopoldring 3
79098 Freiburg, Germany
Brussels Office
Av. de Tervuren 35
1040 Bruxelles
Berlin Office
St. Oberholz ROS Team Room 4.02
Rosenthaler Str. 72a
10119 Berlin
Physical address:
Unit 1, 2nd Floor,
South Tower
Sable Park, 14 Bridge
Century City
Cape Town
South Africa
Tyger Valley, South Africa
ICLEI Africa Foundation
Ebène Junction, Quatre Bornes, Mauritius
North America
USA Office
536 Wynkoop St.
Suite 901
Denver, Colorado
USA 80202
Canada Office
401 Richmond St. W
Studio 204
Toronto, Ontario
M5V 3A8, Canada
British Columbia Office
Victoria City Hall
1 Centennial Square
BC V8W 1P6
Québec Office
Montréal City Hall
275 Notre-Dame St E
QC H2Y 1C6
Central America & the Caribbean
Mexico, Central American and Caribbean Secretariat
Eje Central Lazaro Cardenas 13
Building Miguel Abed, Floor 5 Of. 506 and 507,
Col. Centro, CP 06050 Del.
Cuauhtemoc, Mexico City, Mexico
South America
South American Secretariat
Rua Marquês de Itu 70, 14° andar.
São Paulo, SP, Brasil
CEP 01223-000
Colombia Office
Carrera 53 N° 40A - 31,
Medellín, Antioquia – Colombia
Argentina Office
Boulevard Gálvez, 1150 Planta Alta.
Rosário, Santa Fé, Argentina
South Asia
South Asia Secretariat
c, 3, Green Park Extension Road, Block B, Green Park Extension, Green Park, New Delhi, Delhi, India
Southern Center
Door No. 6-3-596/47/2
Sri Venkata Ramana Colony
Hyderabad 500 004
Andhra Pradesh
East Asia
East Asia Secretariat
14/F, Seoul Global Center Building, 38 Jongno, Jongno-gu, Seoul, South Korea (110-110)
Japan Office
1-14-2 Nishi-Shimbashi,
Tokyo, Japan 105-0003
Kaohsiung Capacity Center
4F. No.436, Daye N. Rd.
Xiaogang Dist.
Kaohsiung City 812
Taiwan (R.O.C.)
Korea Office
217-59 Kintex-ro, Ilsanseo-gu, Goyang-si, Gyeonggi-do 10390, Republic of Korea
Beijing Office
B1010 Xiaoyun Center, No. 15
Beijing 100125,
Southeast Asia
Southeast Asia Secretariat
c/o The Manila Observatory Ateneo de Manila University Campus Loyola Heights, Quezon City 1101 Manila, Philippines
ICLEI Indonesia Project Office
Jl. Karbela Sel. No.46, RT.2/RW.4, Kuningan, Karet, South Jakarta City, Jakarta 12940, Indonesia
Oceania Secretariat
l8/225 Bourke St, Melbourne VIC 3000, Australia